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Tyler J. Benner <br />County Auditor <br />County of Hawai'i <br />Office of the County Auditor <br />Ph 808.961.8386 <br /> <br />County of Hawai'i <br />Office of the County Auditor <br />County Auditor 120 Pauahi St., 309 <br />County of Hawaii Hilo, HI 96720 ` <br />F 808.961.8905 <br /> <br />www.hawaiicounty.gov <br /> <br />May 1, 2023 <br /> <br />Honorable Heather Kimball, Council Chair <br />and Members of the Hawaii County Council <br />Hawaii County Council <br />25 Aupuni Street <br />Hilo, Hawaii 96720 <br /> <br />Dear Council Chair Kimball and Council Members, <br /> <br />Iam writing to inform you of the completion of our review of the Help Desk and Work <br />Order processes at the Department of Information Technology. This audit was conducted <br />in accordance with generally accepted government auditing standards and the Hawaii <br />County Charter Section 3-18(d)(2). As part of our annual audit plan, we evaluate the <br />funds, programs, services, and operations of any county agency, executive agency, or <br />program. <br /> <br />Our objective was to determine whether the Help Desk and Help Desk Work Orders at <br />the Department of Information Technology align with industry standards. We found that <br />while the Help Desk section is minimally adequate in resolving and closing help tickets, it <br />has not utilized its existing capabilities to measure overall performance or evaluated <br />resources to ensure it can support the County's current environment. This has led to <br />frustration among County agencies and end-users, who often experience long delays and <br />a lack of response when using these services. <br /> <br />We have provided six recommendations in our report to help address areas for <br />improvement. These recommendations include establishing performance measures, <br />policies, and procedures, increasing monitoring and oversight, providing training <br />opportunities to employees and end-users, and evaluating and implementing necessary <br />resources to support the functions of the Help Desk section. These recommendations will <br />improve the Department of Information Technology's Help Desk and Help Desk Work <br />Order. <br /> <br />We want to thank the Department of Information Technology for their collaboration, <br />professionalism, and feedback during this audit engagement. <br /> <br />In response to a draft of this report, management has expressed general agreement with <br />our audit results. A copy of management's complete response can be found in Chapter 4. <br /> <br />Hawai`i County is an Equal Opportunity Provider and Employer <br />