Technology Services has been able to meet the goals set by the Mayor. Below is a summary of how Technology Services was able to achieve those goals.
Making the City and County of Denver a Better Place to Live
Technology Services impacts Denver's quality of life by operating systems that keep government accessible, transparent and relevant to the lives of our residents. In 2007 the department built momentum towards its vision of becoming a comprehensive single point of entry for municipal services. Our contributions included:
- Denver 311
- Denver 8 Municipal TV
Inquiries ranged from information about trash pickup to opportunities to participate in civic life. We anticipate continued growth of this popular and cost-effective function in 2008.
- Denver 311 usage steadily grew over the program's first full year.
- 410,526 calls were handled by Denver 311 in 2007.
- Call volume for 2008 is projected at approximately 700,000 calls.
- Lower cost per call than other national 311 and 911 call centers.
- The average cost per call was $2.80 compared to $4.47 for other 311 call centers and $6.94 for 911.
- Denver 311 earned positive recognition for Denver through media coverage, requests to share expertise from other municipalities and an achievement award from the Public Technology Institute.
Denver 8 Municipal TV
We continued to provide transparency in local government through programs distributed via television and streaming video.
- Our programs earned five national awards including a first place for "Council Matters" from the National Association of Telecommunications Officer and Advisors (NATOA).
- Denver 8 had an Internal Customer Satisfaction Rating of 94%, exceeding our goal of 90%.
- Viewership research shows that 2/3rds of Denver 8 viewers watch an average of twice a week, placing it on a par with C-SPAN.
- 77% of viewers indicate they trust Denver 8 to deliver accurate information about the city generally and elections in particular. In comparison, local broadcast outlets earn a trust rating of about 75%.
In January 2007, the city's website underwent a redesign to make government information and services more accessible to Denver residents, businesses, and visitors.
To keep pace with advancing technology and customer needs new navigation and search systems were implemented. The redesign also incorporated a new look with consistent branding and navigation on all content pages through an improved content management system--making updates more efficient and allowing agencies to publish content independent of a technical web team or knowledge of HTML code.
- For most residents, Denvergov.org is the most convenient method of accessing city information and transacting business with the city.
- Denvergov.org received over 11 million visits in 2007.
- Residents gained a new tool to monitor crime through the Crime Maps initiative undertaken in partnership with the Denver Police Department. Residents can create up-to-date GIS maps that indicate where and when crimes took place near their homes, schools, and neighborhoods.
- Public art amenities and mail-in balloting locations became more accessible through the addition of GIS mapping functions, developed in collaboration with the Mayor's Office and Election Division.
- Residents were able to conduct more business online with the Assessor's Office and Treasury Department, including online property auctions, online payments for permits and review of comparable home sales review.
Making Denver Government a Better Place to Work
The tools, systems, and support services provided by Technology Services impact the success of every public agency employee we serve, including our own team members.
Providing workplace technology that helps City and County employees succeed in their jobs.
- Streamlined the work of the Community Planning & Development and DHS Child Support teams by providing new Document Management Systems customized to their needs.
- Installed and configured the Cognos business intelligence tool to help the Denver Police Department's Crime Analysis Team make better use of crime records.
- Partnered with the Denver Police Department to upgrade the functionality of the DPD's Records Management System.
Provide World Class Service to Our Customers
Improving service to the agencies and residents who are our customers was a major driver behind the 2005 consolidation of technology functions into our department.
- Expanded and improved customer service directly to residents through Denver 311, Denvergov.org, and other initiatives described above in "Making Denver a Great Place to Live."
Living Within Our Means
Technology Services works to be responsible steward of public resources. Within the department, we focus on smart management of projects and people to generate savings and expand our impact. As a service provider, we help our customers use technology to reduce costs, generate revenue, and improve their offerings.
- Completed a pilot project for the Treasury Department's Cash Management System to add new capability for Internet payments and lay the groundwork to expand electronic revenue generation.
- Partnered with the Greenprint Denver initiative to reduce power consumption by automatically powering down idle computer monitors after 20 minutes. This initiative is estimated to save over $150,000 per year, while reducing the city's carbon output by 1,600 tons per year.