311

Provide citizen access to all County services through a centralized point of contact. In addition, Prince George’s 311 will capture data to be used as part of the CountyStat initiative.

Customer Satisfaction Measures & Requirements

Develop measures and feedback mechanisms, such as service level agreements (SLAs), to capture satisfaction and information to support improvement in product and service delivery.

CATS for Prince George’s

Expand flexibility, streamline procurement of services, and increase participation of local businesses in the provision of technology services for the County using this new contracting approach.

ITIL Framework

Adopt the Information Technology Infrastructure Library (ITIL), which is a broadly accepted approach to information technology consisting of processes and procedures to streamline operations and create continuous feedback for ongoing improvement.

Project Portfolio Management

Implement a comprehensive approach to manage project workload which would include managing project intake, priorities, and tracking project progress.

CountyStat

Capture appropriate statistics regarding the performance of various areas in County Government and make this information available to the public. The driving force being to create openness and accountability as well as sharing progress and determining which approaches are yielding desired benefits.

Business Process Re-Engineering (BPR)

Capture current processes followed by analysis, and appropriate change where necessary to improve business and governmental performance.

Enterprise Resource Planning (ERP)

Replace dated systems in Finance, Budget, Human Resources, Payroll, and Warehouse Management, and integrate data across these systems to support effective data exchange. This ERP solution is large scale initiative that will also offer consistent functionality across systems and support efficient and reliable processes.

Data Warehouse

Provide support for the capture of the massive amounts of data that come into County government and derive business intelligence and decision support information from the data.