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Strategic Improvement of Non-Routine Services
Abstract
Organizations like the City are pressured to be more and more service oriented with fewer resources. The City has an expanding service area, fluctuating revenue, and a growing population that combine to place stress on existing response systems. The Mayor has instituted a “covenant” that includes a guiding principle that technology will be a key tool to achieve city objectives and improving service responses. To this end, the City consolidated its IT operations under Department of Technology (DoT) and began implementing a series of IT improvements. Looking to the future, the DoT wished to develop a plan more strategically aligned to the City departments that is DoT’s customer.
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