CITY OF MEMPHIS

to feel as safe as possible . I think the team appreciates the flexibility with the ability to work remotely and being able to come in and meet with colleagues and customers when they have to .”

Fundamental fixes During this time , the work of the IT Division has had to continue uninterrupted , with some 50 different projects currently ongoing . The data center has been upgraded and relocated , and a number of transformational projects started . Outstanding among these has been the implementation of DocuSign . “ We are a government entity so we deal with a lot of documents – these get drafted then they move up the authorization chain until they get to the Mayor ' s office , usually many days later . With people working remotely this process , always cumbersome , is near impossible so DocuSign has been invaluable in cutting the time it takes to get contracts and official documents through . Everyone really appreciates being able to still continue business at home , using any device , without waiting for the paper to come across their desk .” Now the IT team is looking to extend this facility to residents when they interact with the City .

The other big transforming upgrade came in the nick of time , being installed just as remote working came in April 2020 . “ We were operating with a 20-year-old PBX system , and only one person in the organization knew how to keep it going ! Our telecom technology team was influential in selecting the most effective new system for the City , and that ' s when we chose Mitel as our provider .” The MiVoice system custom designed for Memphis allows call center managers to listen in and coach their teams , a function they had asked for . “ We are rolling the system out across the entire enterprise – it is helping us get into that digital space where we want to be , and

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