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Evaluating Your IT Department

Tuesday, September 8, 2015   (0 Comments)
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Last year, the International City/County Management Association published an article discussing effective evaluation of an IT Department. To read the original article drafted for management professionals, click here


While it is important for management to evaluate the effectiveness of their departments, MISAC promotes intra-department evaluation to develop a course for improvement not prompted by top-down management directives. 

Evaluation of an IT department is critical to continuously refining skillsets, reevaluating coverage for supported system, and growing as a department. While evaluations can take place in-house, the use of an outside consultant is often the norm.  According to ICMA, an evaluation should answer the following critical questions: 

  • Are things headed in the right direction? 
  • Does IT understand the goals and strategic priorities of the municipality or county?
  • Is IT responsive?
  • Does IT provide management with the information they need?
  • Are service interruptions infrequent? 
  • Are users satisfied with IT?
  • Are IT employees satisfied with their leader?
  • Is IT adequately funded?
  • Is IT keeping up with technology and with deadlines?

By regularly gathering metrics on IT’s performance and sharing that information with the Department and management staff, a department can increase accountability, awareness of their mission and hopefully garner support for program funding during the budget process.

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