A range of formal management processes have been put into place to guide staff and promote accountability.
These include:

  • Written policies and procedures governing key IT functions
  • Formal processes and programs for change management, system backup and disaster recovery
  • Tracking and reporting meaningful performance measures, including service costs and program outcomes
  • Internal systems for recording employee time worked on projects, work orders, service tickets, and leave time
  • Cost allocation plan updated annually to recover cost of services from non-general government agencies
  • Monthly customer invoices for services provided
  • Summary management reports of project activity and service calls