IT Strategic Plan Cybersecurity Data

IT & HR

Ticketing

Systems

The ticketing portals for some departments that offer internal systems were either non-existent, or required an overhaul. We:

1. Modernized the design to improve the look and feel and make it more appealing.

2. Improved navigation and streamline ticket submissions by creating new forms and categories that reduce communication overhead and provides an opportunity for the submitter to reach out the right person with the right level of detail on their first attempt. This includes implementing a single sign on (SSO) for all city employees.

3. Improved performance by removing legacy tickets, and maintaining 1 year of records only.

Outline of ticketing workflow

Before & After

ticketing portal before
ticketing portal after

Accessibility & Consistency

We interviewed dozens of users and opted to change the single "submit ticket" button and the single "description" field for dynamic forms and a navigational hub. This means that information is categorized, properly spaced, and uses a color neutral palette to improve readability and encourage discovery.

The city unfortunately uses a ticketing platform with very limited visual options, however, to the extent possible, HR and IT have transitioned to a navigational hub format with curated categories and automation, and to the extent possible, use the city's design guidelines.

Customer Feedback

Customer Experience

Both an internal and an external focus groups were created. For departments without a portal, like HR, this new communication channel allowed them to completely substitute direct emails, which could often get lost or reach the wrong recipients.

In departments for which the portals were improved, like IT, it alleviated the help desk workload by minimizing the manual sorting of tickets, directing them appropriately from the portal.

City Employee Feedback

The portals were featured on News4U, an internal city news service, with very positive reviews.

Pre and post surveying like the sample below were conducted for ticket owners, help desk, and end-users.

User Feedback
single sign on

Cross-Platform Approach

Through the use of Single Sign On and the integration to My El Paso, our new intranet page, the ticketing system is now available on personal devices and without the need of VPN. These include mobile devices.

Data Integrations & Impact

We created custom data integrations from the ticketing system databases into PowerBi. Our dashboards break down the types of tickets, the time they take, ticket workload by department, workload by group or by individual, ticket completion ratio, and ticket submission trends.

It also provides a window into the amount of ticket redirects before they can be completed, allowing for continuous improvement and portal adjustments.

This allows us to identify meaningful KPIs, monitor the impact of changes made by IT to the organization as a whole.

Innovation

Prototype of the DoITS Ticketing Portal


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Prototype of the HR Support Portal

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