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le CITY OF SOUTH BEND OFFICE OF THE CLERK <br /> perfect example. We do help make sure it is running on the back end but then we partner with our <br /> business units, for example Code, and try to define roles and responsibilities. I will say, <br /> historically, we didn't do a great job defining roles and responsibilities but we have taken some <br /> recent changes to heart and I think we are all working very well together. Department owners and <br /> sponsors of Accela, as we are using it today, are Tracy and Marlaina. As you know, they are <br /> accountable for creating new users, development reports, troubleshooting and those kinds of <br /> things. We are working with them to bolster this. In our mind, this is how we always wanted it to <br /> be but probably wasn't there so we are working with them to define the roles and responsibilities. <br /> In this type of environment, IT does not support a specific solution. We rely on the expertise of <br /> the business units to do that. So we take a high-end support and awareness of the system to make <br /> sure it is functional, but then if there are errors or user challenges, we do ask the department to <br /> engage and become the experts by working with the vendors to try and resolve those issues. That <br /> is what we have been starting lately and I would say that is going well. <br /> Committee Chair Scott stated, Including the Clerk's Office because they have the Ordinance <br /> Violation Bureau and that type of thing, too. <br /> Mr. O'Connor replied, Our most significant attention has been with Code as of late. <br /> Committee Chair Scott stated, And they are connected. <br /> Mr. O'Connor replied, Yeah, but this conversation is more about how we are working with Code. <br /> So what we have here (referencing a slide in the presentation) is a RACI matric that did not exist <br /> before. So we put this together and if you look at it from a semantics perspective, there are a series <br /> of pairs and columns. This (referencing a slide in the presentation) is a department example of a <br /> best-case scenario under the governance model and then here is how we have it set up with Accela, <br /> the Business Analysts, the IT and Application Divisions, Software and Microlntegration. <br /> Councilmember Oliver Davis arrived at the meeting at 3:35 p.m. <br /> Mr. O'Connor continued, It stands for Responsible, Accountable, Consulted and Informed. What <br /> we are trying to show here is in the proper governance model, the example is what we are aiming <br /> for. So for example, operations, the department is the one(1)responsible for it. The way we have <br /> Accela set up, it mirrors that. It is kind of hard to see here but we have highlighted the differences <br /> (referencing the slide in the presentation). A lot of the differences right now are due to what the <br /> role of the IT Business Analyst has been. You can see that a lot of those are not in line with <br /> governance. So the goal of this is to identify the differences and then try to work with the business <br /> units to get more toward the governance model. I don't want to belabor and go into all the details, <br /> unless you would like me to, but this is just a good snapshot of where we are and where we need <br /> to make improvements. One(1)really good and new piece is the MicroIntegration column on the <br /> right side of this (referencing the presenation). Historically, when Code or others would have <br /> Accela questions, they would contact the Business Analyst directly with questions and concerns. <br /> A lot of times, I think,that was email or a phone call. There wasn't good tracking on that regarding <br /> what tickets were being opened, their status, and so on and so forth. So just about two (2) weeks <br /> ago,we now have it set up where if Code or the Clerk's Office has any questions or concerns about <br /> Accela, they will call 6000 and email Microlntegration and a ticket will be generated. So they <br /> document all the tickets and then it will escalate them immediately back to South Bend into a <br /> queue that the Business Analyst has a view into. They will then work with the departments to <br /> EXCELLENCE ! ACCOUNTABILITY INNOVATION INCLUSION EMPOWERMENT <br /> 455 County-City Building 227W.Jefferson Bvld South Bend,Indiana 46601 p 574.235.9221 f574.235.9173 I I D574.235.5567 www.southbendin.gov <br /> 2 <br />