The city has initiated a project to replace the legacy 311 call center system with a state-of-the-art CRM package that will integrate 311, the web and departmental back-end systems to provide a seamless and easy-to-use product for responding to citizen requests for information and services. In March 2006, the Call Center began using the new CRM package. A second phase of the project will kick-off in June 2006.

The Document Management System (DMS) team is an organizational team recently formed by the Department of Information Technology to deploy an enterprise DMS solution. Staff from across the organization serve on this team. The DMS Team is currently putting together business requirements and investigating different technologies. A pilot project should be deployed in early summer of 2006. In concert with this effort is an initiative by the Department of Information Technology to explore workflow automation tools and initiate a pilot project within the same time frame.

City employees want convenient, easy access to information and services. The Department of Information Technology maintains a data warehouse which can be accessed from anywhere in the City through a PC. It is our intent to load into the data warehouse all the information contained throughout the enterprise. The information can be accessed using a single tool or program.

Standards are required in order to share information effectively. Without standards, it is difficult to pass documents electronically, share raw data, or integrate systems. Platform standards have been established for hardware and software. Through the use of standards, hardware, software can be effectively managed and supported.