Local government will use software to gauge performance of its operations

Five departments in the city of Hampton soon will be using SAP Public Services Inc.’s Strategy Management application software. The installation of the IT product, which will be handled by Cipher Business Solutions LLC, is part of the city's effort to better define, measure and manage the effectiveness of operations, public service programs and projects for its 146,400 citizens.

“We needed a system that would improve information sharing and collaboration between city departments and promote the visibility of critical performance and program information,” said John Eagle, assistant city manager for the city of Hampton.

City officials selected SAP over nine other software vendors in a competitive process. According to Eagle, “SAP understood our goal, showed us a roadmap for achieving it and offered a full complement of services to make it happen.”

The city will use the new software to quantify performance in critical areas, such as its 3-1-1 services center and municipal and public works programs. According to SAP Public Services, the software will allow Hampton to track 3-1-1 call-abandon rates and wait time as well as view productivity and capacity levels for municipal problems such as clogged storm drains and non-working traffic lights.

The product also will help maintain critical institutional knowledge, especially for long-term projects, to avoid the negative impact of a retiring work force and employee turnover, the company said.

“Traditionally, public-sector organizations have measured their technology investments by financial returns alone,” said Pat Bakey, president of SAP Public Services. “But in today's environment, governments want to understand how new technology can maximize their public value —which includes providing social and political returns as well, such as fulfilling policy initiatives and community programs for constituents.”

According to SAP Public Services, the IT tool will help Hampton officials identify and eliminate program redundancies and improve cross-departmental information access and collaboration. Taking these steps will help the city prioritize and coordinate service delivery.