We found that the SRS IT department was responsible for 30+ business-critical Systems and services built and largely maintained by external providers. They had lots of things going on but didn’t have the tools to focus on the right things to generate more of the value. At one point we realized it was crucial to improving the way information flowed across the tool network in an efficient, timely, and precise manner as there were too many manual steps to share key data that were error- rone, sometimes inaccurate, and often lacked the context of the work.
The business had no efficient way to see what mattered the most. No way to easily build historical trend analysis for data-driven continuousimprovement.
While outsourcing has clear benefits for public service organizations, it also adds huge complexity when trying to trace and analyze work, especially in terms of the compliance process to check, evaluate and approve tickets for customer requests.
How do you know if requirements are being met properly, that contracts are being adhered to, whether the external development teams have a capacity for new work to meet key program initiatives? Without a means to automate and visualize the data flow between tools, it’s a minefield that requires astounding manual work.