The City of Killeen engaged the services of Centex Technologies in 2018 to conduct an audit of the operations of the Information Technology (IT) Department. The report has been finalized and is now available for public review.
“This audit was conducted as part of my continuous improvement plan for City services,” said City Manager Ron Olson. “We had experienced some significant technology interruptions, and technology is now such an integral part of our operations that it was appropriate to bring in an outside expert to evaluate our systems and make recommendations.”
While IT is primarily an internal service utilized only by City staff, the technology it supports affects the availability and efficiency of services departments provide to the public.
The audit scope included an evaluation of current infrastructure, software and hardware, technology contracts, policies and staffing.
Audit results revealed overall deficiencies in both leadership and provision of services. The consultant identified a need for changes in management and additional training of IT staff to increase capability and responsiveness. Users pointed to a lack of training, outdated equipment and poor understanding of their needs offered by IT.
A number of recommendations were presented and prioritized by the auditor. Those identified as high priority include consider replacement of the department director. The hiring process for that position is underway following the previous director’s removal in January. Other high priority objectives in process are restructuring technician positions, changing policies and procedures for equipment and supply requests and increasing communication and training.
Medium priority recommendations are updating to the phone system, cross-training staff and working with departments to understand requirements and plan for adjustments. Low priority guidance would move the GIS Division to the Public Works Department, update request procedures and structure increased departmental outreach.
“We think the audit produced valuable assessments and a manageable plan of action,” said Olson. “We will work quickly to accomplish the recommendations so that technology can more fully be utilized to enhance the effectiveness and efficiency of operations city-wide.”
The entire Information Technology Operations Audit is available at KilleenTexas.gov/Auditor.