Audit reveals strained relations

A $50,000 performance audit of Snohomish County’s Department of Information Services (DIS) has reinforced concerns of poor communication between county agencies across the board.

The independent report, presented to the council’s operations subcommittee last Monday by Moss Adams LLP of Seattle, highlighted a “disconnect” between the department and its customer base — county employees, council members and elected officials.

“It’s affecting the county’s performance and the county’s business with respect to technology,” said Thomas Krippaehne, a consultant with Moss Adams.

Krippaehne said “strong personalities” and “differing management strategies” are complicating issues within the department and the county’s politics.

In addition to “strained” communications, Krippaehne noted in his findings a number of places the department, which falls under executive Aaron Reardon’s control, has “over-built” its business model creating a bureaucratic chokehold on services.

“A lack of transparency is causing frustration among DIS employees and customers alike,” said Krippaehne.

Such frustration, as well as an inquiry into the purchase of an $87,000 e-mail vaulting system by information services, prompted the council’s request for a review in November.

The department employs more than 100 personnel offering 36 services ranging from e-mail to applications processing to disaster recovery and prevention.

Krippaehne acknowledged that DIS has started to implement organizational changes under Director Larry Calter, who was hired by Reardon in 2007; however, there remains “a bright line between the views regarding DIS performance” from executive departments to elected offices.

The audit reports feedback from the executive side of county government that said “everything is fine.” Survey responses from employees in elected offices stated “something is amiss” regarding service and performance. The difference in viewpoints is “pronounced” and “unusual,” according to the report, and “the solution to correct this situation requires special attention.”

The report summarized three major recommendations for the county. Although the structure and corresponding processes are considered to be industry standard, Moss Adams suggested that certain aspects of the rate model can be simplified to streamline efficiencies.

Secondly, “dysfunctional communications amongst stakeholder groups are directly affecting governance.” The report noted the importance of strengthening management of the department over a multi-year period.

Lastly, delivery of services are being hampered by frustrations due to poor communication.

“Much can be accomplished in short order to improve communications, starting with the ‘tone at the top,’” according to the findings.

Executive Director Peter Camp, Calter’s link to the executive’s office, attended the meeting to speak on behalf of information services.

Camp thanked Krippaehne and Moss Adams for the “useful exercise” and pledged to consider the recommendations.

“The bottom line is,” said Camp, “DIS can and will do better.”

On the other hand, Camp noted that “much has been accomplished” in the face of rapid changes in technology. He said steps have already been taken to strengthen communication between DIS and other departments.

Both Camp and councilmen praised the hard work of DIS employees despite tensions voiced by leadership.

In a written response to Moss Adams, Calter stated that DIS will “continue to adjust and modify process development to achieve a balance between process and accomplishment.”

A draft action plan to implement the report’s recommendations will be presented to the council within 30 days.

DIS will do our part to address concerns, said Camp; the department will be responsive to complaints and deal with them in the open.

Staff Reporter Adam Stewart: 629-8066 ext. 115 or astewart@scnews.com.