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Put Technology to Work

Goal 1: Ensure Availability of Information, Programs, and City Services
Objective 2: Implement New Technology
Project Performance Measure(s) City Service Team (Department)
PTW CARES Act Funding – Project completion by the federal Shared Services (IT)
1.2.7 Action Center Telework deadline for CARES Act Coronavirus Relief
Improvements Funds (CRF)
Summary:
Milestone Estimated Status
Information Technology (IT) will oversee a project to Completion
th
buy equipment and services to support and/or Gather requirements from 4 Qtr. FY 2020 Complete
improve telework capabilities for the Action Center the Action Center
Agents who are working remotely as a result of Perform Proof of Concept 4 Qtr. FY 2020 Complete
th
COVID‐19. This equipment expense will be Get Purchase Approval 4 Qtr. FY 2020 Complete
th
submitted for reimbursement under the CARES Act Purchase Equipment and 4 Qtr. FY 2020 Complete
th
Category 4 expenses for improving telework Services
capabilities for employees. Receive Equipment 4 Qtr. FY 2020 Complete
th
Implement Solution 1 Qtr. FY 2021 Complete
st
The Action Center Agents will need the capability to Project Closure 2 Qtr. FY 2021 Complete
nd
receive calls at home from their calling queue. These

calls must be recorded just like they are recorded at
work. The functionality must allow the supervisor to
remotely monitor (Listen to) calls and produce
reports of call activity for all Agents.

The FY 2020 goal is to complete the deployment of
all equipment and services by December 30, 2020.

Update:
The project team worked with the vendors to
perform a Proof of Concept that provided the
telework call recording capabilities for the Action
Center Agents. This functionality provides
operational call activity metrics and remote access
for supervisory review of active calls.

The project team validated the functionality and
implemented the solution.

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