businesschief.com 251CITY OF MEMPHIS
GOVERNMENT
Industry
8000
Number of employeesMEMPHIS
Locationto 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