2023-02 Department of Information Technology Help Desk and Help Desk Work Orders

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information. This inefficiency limits DIT's capacity and productivity, reducing efficiency and effectiveness in fulfilling their responsibilities. Audit Activity To evaluate DIT's budget, staffing, and resource allocation, we conducted a comprehensive assessment that included reviewing organizational charts, position descriptions, and software specifications, interviewing staff members, conducting site visits, making observations, and found: • Help desk staffing has remained consistent since its inception • Help desk software was implemented over 13 years ago for its cost-saving benefits • Help desk staff lack proficiency in using the ticketing software effectively to measure performance and efficiency • Help desk's current environment is not well-suited to cope with the rising demand for support and services • The help desk does not adequately utilize automated features While the demand for services is increasing and staffing levels remain the same, simply hiring additional personnel may not be the most effective solution. The department should first analyze its program architecture, explore opportunities to automate solutions to reduce call volume, and optimize the utilization of its existing software. Then, the department can reassess its resource needs to determine if additional staff is still necessary to meet current and future demands. Cause of the Condition DIT has not assessed its staffing needs and thoroughly analyzed its program architecture to identify opportunities for automation and optimization. Effect of the Condition DIT cannot meet the increasing demand for technology services, which can negatively impact the County of Hawai`i's overall success. Finding 5: Resource Utilization Recommendation 6: Evaluate Budget, Staffing, and Other Resources We recommend DIT assess its program architecture, staffing, and resource limitations and develop a plan to address these issues as follows: First, thoroughly analyze their current program architecture to determine whether they adequately support the needs of the County of Hawai`i's domain. This analysis should consider the increasing demand for technology services. In addition, DIT should review its current staffing levels and resource allocation, including hardware, software, and other technology assets, to determine if there are any areas where additional investments could improve the efficiency and effectiveness of the help desk. This review should consider the need for up-to-date hardware and software tools, Under Utilization of Resources 30