Highlight Story
To celebrate the achievements of our colleagues and demonstrate what is possible, we are highlighting real success stories from across our organization.
We are proud to recognize Jeannie Guttenfelder, Steven Perry, and the Department of Inspections, Appeals, and Licenses (DIAL). Together, they developed an efficient, unified system for managing data and analytics requests, moving away from fragmented communication toward a collaborative and consistent process.
Agency: DIAL - Department of Inspections, Appeals, and Licenses
Creators: Jeannie Guttenfelder and Steven Perry
Project: DIAL Data and Analytics Request Intake System
Details: The DIAL Data and Analytics Unit required a more dependable method for staff to submit assistance requests and report dashboard issues. In the past, requests were scattered across various channels, such as casual hallway chats, individual emails, and meetings. This lack of a central system hindered team collaboration, made tracking work difficult, and led to communication gaps with department business partners.
In response, Jeannie and Steven created a closed-loop ticketing system and a streamlined Qualtrics request form. This new approach prompts staff to submit critical information prior to discovery meetings. By allowing the team to prepare more targeted questions, this system leads to better outcomes and more effective solutions. Furthermore, the data captured via Qualtrics will eventually enable DIAL to track reporting trends and implement data-driven improvements.
Even though it was recently launched, the intake system has already established a more consistent and productive workflow. It has enhanced team collaboration and provided a reliable way for department personnel to receive support and report issues.
Great job Jeannie, Steven, and the entire DIAL team!