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San Diego auditor blasts city's web services

Many barricades to citizen access; aides propose hiring new consultant

When it comes to finding and accessing city services online, San Diego has a pretty bad app for that.

So says a newly released report by city auditor Eduardo Luna, entitled "Performance Audit of IT Web Services."

"The City does not have a strategic direction or policy initiative for online service delivery," says the audit. "The City’s strategic plan does not address online services, nor does it have clear goals to propel the development of web services."

Worse yet, Luna says, "Previous City administrations have not made developing or implementing online services a high priority even though the local business community has communicated a desire for more online services."

Online services are difficult to locate and the online services list is incomplete.

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As of September 2013, the City website offered 52 online services, but less than half of them are accessible from the homepage drop-down list labeled Access Online Services.

To find some of the online services, a user would have to know which department offers the service, navigate to the department’s webpage, and then locate the link to the service.

In February of last year, following testimony from the San Diego business community, the report says, the city council's committee on Economic Development and Strategies requested that the staff of then-mayor Jerry Sanders come up with "a preliminary assessment, including cost estimates, for a comprehensive Citywide strategy for making the City’s website more customer friendly by optimizing online services."

Mayor Sanders’ staff explained that the request would involve multiple departments reporting back to the Committee individually in the future. No further action was taken in subsequent committee meetings.

Mayoral direction hasn't improved since then, the report notes, leaving San Diego behind many other municipalities cited for their online access.

Cities nationally recognized for their online services by the Center for Digital Government such as: New York, New York; Riverside, California; and Louisville, Kentucky, demonstrate that mayoral leadership and clear goals propel the development of online services.

San Diego's mayoral foot-dragging has also hindered municipal tax and fee collections, the findings say.

One consequence of the decentralized and incomplete listing of online services is that the usage rates for the services may be lower than they could be.

For example, while users could pay parking tickets online, the City Treasurer reports that less than half of all parking violations are paid online. In addition, half of all businesses pay City taxes via mail or in person, rather than online.

A December 6 response to the audit from the city's Stacey LoMedico, assistant chief operating officer, and Jeff Leveroni, director of information technology, agrees with many of the findings, and then proposes a familiar city hall solution to resolve the problem: dipping into taxpayers’ pockets to pay for a new hired hand.

Upon the election of the next Mayor, and with the support of the Office of the Chief Operating Officer, the Department of Information Technology will propose acquiring Web consultant services to evaluate the current SanDiego.gov format and technology, and propose a "best practice" strategy that will result in a service-centric, SanDiego.gov website.

No cost is given.

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When it comes to finding and accessing city services online, San Diego has a pretty bad app for that.

So says a newly released report by city auditor Eduardo Luna, entitled "Performance Audit of IT Web Services."

"The City does not have a strategic direction or policy initiative for online service delivery," says the audit. "The City’s strategic plan does not address online services, nor does it have clear goals to propel the development of web services."

Worse yet, Luna says, "Previous City administrations have not made developing or implementing online services a high priority even though the local business community has communicated a desire for more online services."

Online services are difficult to locate and the online services list is incomplete.

Sponsored
Sponsored

As of September 2013, the City website offered 52 online services, but less than half of them are accessible from the homepage drop-down list labeled Access Online Services.

To find some of the online services, a user would have to know which department offers the service, navigate to the department’s webpage, and then locate the link to the service.

In February of last year, following testimony from the San Diego business community, the report says, the city council's committee on Economic Development and Strategies requested that the staff of then-mayor Jerry Sanders come up with "a preliminary assessment, including cost estimates, for a comprehensive Citywide strategy for making the City’s website more customer friendly by optimizing online services."

Mayor Sanders’ staff explained that the request would involve multiple departments reporting back to the Committee individually in the future. No further action was taken in subsequent committee meetings.

Mayoral direction hasn't improved since then, the report notes, leaving San Diego behind many other municipalities cited for their online access.

Cities nationally recognized for their online services by the Center for Digital Government such as: New York, New York; Riverside, California; and Louisville, Kentucky, demonstrate that mayoral leadership and clear goals propel the development of online services.

San Diego's mayoral foot-dragging has also hindered municipal tax and fee collections, the findings say.

One consequence of the decentralized and incomplete listing of online services is that the usage rates for the services may be lower than they could be.

For example, while users could pay parking tickets online, the City Treasurer reports that less than half of all parking violations are paid online. In addition, half of all businesses pay City taxes via mail or in person, rather than online.

A December 6 response to the audit from the city's Stacey LoMedico, assistant chief operating officer, and Jeff Leveroni, director of information technology, agrees with many of the findings, and then proposes a familiar city hall solution to resolve the problem: dipping into taxpayers’ pockets to pay for a new hired hand.

Upon the election of the next Mayor, and with the support of the Office of the Chief Operating Officer, the Department of Information Technology will propose acquiring Web consultant services to evaluate the current SanDiego.gov format and technology, and propose a "best practice" strategy that will result in a service-centric, SanDiego.gov website.

No cost is given.

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Comments

Yet another example of the fact that when you give someone a job to do, but then tell them no matter what they will not be fired or lose benefits of have their pay cut, you can't really expect much in the way of effort.

There's no reason for public employees to have lifetime job guarantees. Let's take that away and tell them… "Perform, or you're gone. You have pretty good salaries, and there are hundreds of people out there who would be thrilled to apply for your job and your salary and your benefits and your pension."

I know, I know… here come the whines that, "Oh, that's awful, that's heartless, it's a race to the bottom, they'll be abused and taken advantage of!" Then they are free to quit and let some other sucker take the browbeating. If they're right, and the job is oppressive, nobody's going to stay, the work won't get done, and that's a clear signal to the voters to do some of their own housecleaning.

Dec. 11, 2013
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4S Ranch Allied Gardens Alpine Baja Balboa Park Bankers Hill Barrio Logan Bay Ho Bay Park Black Mountain Ranch Blossom Valley Bonita Bonsall Borrego Springs Boulevard Campo Cardiff-by-the-Sea Carlsbad Carmel Mountain Carmel Valley Chollas View Chula Vista City College City Heights Clairemont College Area Coronado CSU San Marcos Cuyamaca College Del Cerro Del Mar Descanso Downtown San Diego Eastlake East Village El Cajon Emerald Hills Encanto Encinitas Escondido Fallbrook Fletcher Hills Golden Hill Grant Hill Grantville Grossmont College Guatay Harbor Island Hillcrest Imperial Beach Imperial Valley Jacumba Jamacha-Lomita Jamul Julian Kearny Mesa Kensington La Jolla Lakeside La Mesa Lemon Grove Leucadia Liberty Station Lincoln Acres Lincoln Park Linda Vista Little Italy Logan Heights Mesa College Midway District MiraCosta College Miramar Miramar College Mira Mesa Mission Beach Mission Hills Mission Valley Mountain View Mount Hope Mount Laguna National City Nestor Normal Heights North Park Oak Park Ocean Beach Oceanside Old Town Otay Mesa Pacific Beach Pala Palomar College Palomar Mountain Paradise Hills Pauma Valley Pine Valley Point Loma Point Loma Nazarene Potrero Poway Rainbow Ramona Rancho Bernardo Rancho Penasquitos Rancho San Diego Rancho Santa Fe Rolando San Carlos San Marcos San Onofre Santa Ysabel Santee San Ysidro Scripps Ranch SDSU Serra Mesa Shelltown Shelter Island Sherman Heights Skyline Solana Beach Sorrento Valley Southcrest South Park Southwestern College Spring Valley Stockton Talmadge Temecula Tierrasanta Tijuana UCSD University City University Heights USD Valencia Park Valley Center Vista Warner Springs
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