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

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Evaluate Budget, Staffing, and Other Resources 6. 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, additional staffing, and other resources that could help improve the quality of service provided to end users. Conclusion When our recommendations are implemented, the department can expect the following benefits: Establish Key Performance Metrics 1. Establishing performance metrics will allow management to identify areas for improvement better and take corrective action where necessary, ultimately increasing efficiency and effectiveness in help desk operations. Develop and Enforce Policies and Procedures 2. Developing, implementing, and formalizing written policies and procedures increases consistency and service quality, efficiency, better communication, and collaboration among staff while increasing customer satisfaction and reducing risks throughout the department. Developing a schedule will allow management and staff to collaborate their efforts and provide, where necessary, updates that may continue to promote awareness and productivity. Increase Monitoring and Program Oversight 3. Prioritizing monitoring and oversight will ensure efficient and effective service delivery, prevent security breaches and other IT failures, and enhance customer satisfaction. It can also identify and address deficiencies and vulnerabilities in IT operations, improve decision-making, and demonstrate the value of the IT department to the County. Provide Training 4. Providing training to help desk staff and management can ensure they have the necessary skills and knowledge to provide effective technological support for the County of Hawaii. Ongoing professional development opportunities ensure staff is updated with industry best practices and department expectations. End-user training Executive Summary 3