Sharon Heaton, Director - EPMO
|
|
The creation of the Enterprise Project Management Office was authorized by the City Council in 2004 in order to provide a higher level of professional project management on major information technology projects that affect the entire City organization. The increasingly complex and expensive nature of new broad-based information technology systems demands careful and thorough management. The EPMO was created as a center for coordination of these enterprise-wide projects, a source of professional project management training and education for project managers in the various departments, and a place to focus on the City’s ongoing efforts to ensure that new technology makes the City’s operations more efficient and effective for its citizens.
Mission Statement: The EPMO will provide a solid foundation for the City’s Information Technology Program by creating an environment of Project Management professionalism where:
• Project success is the norm
• Project teams are proud of their work
• Internal customers reap the benefit of a carefully planned investment
• The citizenry wins through improved service or lower cost.
Our Vision: Successful IT projects. Every time.
EPMO Objectives:
• Continuously deliver successful IT projects
• Build project management professionalism among City staff
• Keep the City’s Management Team and Project Management community informed
• Serve as the City’s authority on IT Project Management practice.
Enterprise Project Management Office (EPMO) Current Major Projects:
-
RTAP – Raleigh Time and Pay System:
This multi-year implementation will result in more accurate and timely submission of employee time sheets and leave requests. The RTAP application will make use of electronic time clocks for some hourly workers, and will allow office workers to manage their own time sheets online, freeing many City employees of the clerical task of filling out paper time sheets and forwarding them to the Payroll office for processing. Managers will be able to review and approve work schedules electronically, and the Payroll staff will be able to process pay accounting automatically. Detailed management information will be easily available to Department Directors and the City Manager. RTAP will save taxpayers’ resources by improving existing processes, making operations more efficient and reducing paperwork.
RTAP is currently in a training and practice implementation stage, and will be brought up live across the City organization in summer 05.
-
Service Excellence – Customer Service Tracking and Management System:
This program involves the identification and implementation of tools to enable City employees to better serve citizens who contact the City organization. It will facilitate search and retrieval of important process and program information, and provide a means for logging, routing and tracking results of service requests. These tools will aid City employees who accept phone or internet inquiries from citizens to ensure that all requests are handled quickly and effectively, without the need to transfer calls across the organization. Service Excellence tools will also provide City Department Directors and the City Manager with access to important information on how well the City is responding to its customers. This program is designed to help us deliver better customer service to our citizens.
The Service Excellence team is preparing to pilot a temporary, hosted application to meet immediate needs as they continue to gather requirements and perform market research for the Enterprise Solution. The RFP for a robust software solution to support the Service Excellence goals is to be issued later this summer. The Service Excellence program will be implemented in phases over the next two years.
For More Information Contact:
Sharon Heaton
Enterprise Project Management Office Director
Information Technology Department
310 West Martin St., Suite 203
Raleigh, NC 27601
919-996-5546
|
