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West Allis, WI consolidates IT, sees 30% efficiency increase

City of West Allis

West Allis, WI

City of West Allis was struggling to manage and maintain disparate IT systems, each requiring dedicated, siloed processes and staff time. The City adopted a consolidated IT system that has tremendously streamlined workflows as a result.

Topics Covered

Cybersecurity & Communications
Customer Service
Permitting
Payment
Process Improvement

Cost

Initial: 15 Thousand USD

O&M: 5 Thousand USD

Funding

General Fund/Existing Public Funds

Project Status

Operational since 2009

Gov Champion

Information Technology & Finance Department

Problem Addressed

Separate IT systems within The City of West Allis resulted in inefficiencies and pain points for both city staff and residents.

The City of West Allis is a suburb of Milwaukee with an approximate population of 60K. Each department in the City of West Allis had its own separate, siloed IT system. For example, the courts system was completely separate from the parks and recreation department.

Many inefficiencies resulted from the siloed IT system. First, residents were having to create and manage multiple log-ins to interact with the city - one log in to pay a parking ticket, another log in to apply for a permit, etc. In addition, the siloed IT systems made staffing and training very difficult, which was a serious pain point in a city with no dedicated IT staff. Tremendous workflow inefficiencies occurred as a result of the disparate systems not "talking" to each other - for example, workflows like payment processing & submitting to finance would be duplicated.

Finally, from a technology perspective, the siloed IT systems prevented the city from upgrading or updating its systems all at once. Each system required its own upgrade or update. This dynamic meant the city was perennially "behind the curve" when it came to local government software.

Solutions Used

The city integrated its separate IT systems into one consistent system, eliminating process inefficiencies for both staff and residents.

The City decided to integrate its IT systems by adopting eCity Transactions' software as a service. The City integrated eCity's Cloud Suite into its current website. Adopting eCity's integrated IT system addressed all of the inefficiencies described above; the system enables delivery of multiple city services across departments through its simple, consistent, staff-friendly, and flexible approach. Some of the most important efficiency improvements have been realized through payment processing because of eCity's customized email, advanced customer service, and custom financial reporting. The City can now process entire transactions online for various applications and then feed information directly from those transactions to its Finance department for processing.

Outcomes

1

Residents now use one log-in to interact with the city, streamlining interactions and improving customer satisfaction. Website traffic has increased for payments, applications, etc.

2

The City is able to update its entire IT system at the same time, allowing its systems to stay fresh & Continue working at top performance

3

The City can now process entire transactions online for various applications, and then feed information directly from those transactions to its Finance department for processing

4

Reduced the number of days required to process a payment from 7 days to 2 days

Lessons Learned

1

Having to manage multiple siloed IT systems wastes time and money for staff and cities.

Who Should Consider

Small and medium sized local governments that are experiencing inefficiencies resulting from siloed IT systems.

Last Updated

Mar 23rd, 2022
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