The Challenges in Managing Information Technology Shared Services Operations

Information technology is vital and forms an integral part of everyday life. In the current digital world, information system offers everyday solutions to many people. Companies equally utilize information systems for various reasons, for example, a retailer like Wal-Mart use the information system to optimize their supply chain and analyze customer-shopping trends. Other companies like FedEx and UPS utilize information systems to manage their transpiration systems. One the other hand, big cities like Los Angles have adopted information systems to manage traffic systems using technology to improve mobility and establishing interconnected traffic lights and real-time parking information 

Part 1: Your observations and learning from the interview with a public sector Administrator 

In a recent interview by one of the public administrators in the office of the mayor City Of Los Angeles , I gained insights on how the city has made major transformation. The Los Angeles Department of Transportation has a great vision of propelling investments in the future. According to the administrator, the management information system is vital to the success of many cities. Most cities have failed to provide standard service due to lack of understanding information technology (Shah, 2016). LADOT aims at working together with key partners to improve transportation services and the general infrastructure in the city. 

The administrator reiterated that most public policies have an old and very narrow perspective view of information management. Thus, public administration and public policy programs are different in many aspects as compared to other private sectors due to factors such as technical understanding, political, bureaucratic, and financial aspects (White, 2007). From a technological perspective, the government differs from the private sector. For instance, digital tools like standard off-the-shelf accounts receivable system for a private sector cannot be implemented by public agencies to collect fees (White, 2007). Out of the experience, that administrator stated that it has been difficult to adapt new technology, but Los Angeles have strived to offer superior services despite the many challenges. 

Some of the challenges noted that he was aware of was that the decision-making process is different in government. For example, the acquisition and implementation of technological solutions in the public sector have different procurement laws that are slow, thus can affect the decision that requires improvement in an existing system (White, 2007). In the public sector, budgets are fixed and the political process can influence decisions, leading to acquiring less effective technological solutions. This is different from private companies whereby rules and regulations are flexible and can easily be adjusted (White, 2007). He mentioned that the procurement procedures are slow, cumbersome; when a system is finally acquired the system will be outdated (Kim, Trimi & Chung, 2014). The major problem is the personnel needed to manage and support technological solutions. The fact that the public sector operates one a tight budget makes it difficult to make major adjustments (White, 2007). Public agencies fail to afford modern technology due to the cost of hiring qualified personnel. Thus, they are forced to work with technology that is not as effective as private firms are. 

Public entities are slow to adopting modern technology since they cannot afford the high cost of technical support, personnel, and managerial services needed to maintain the state of the art technologies. This is because qualified personnel in this field require high salaries (Kim, Trimi & Chung, 2014). Such limitation has created varied problems in managing information technology in the public sector especially when it comes to working with vendors or outsourcing. The fact that information is related to technology, problems with information systems has been persisted however, the LA DoT have adopted policies to address some of the serious public safety issues. The city has embraced modern technology to collect more data consistently to identify the where needs exist. One of the major efforts is the Express parking program that began in 2012 which has since changed the parking system in Downtown. The parking system uses in ground sensors to notify drivers in real times when the parking lots are full (Shahar, Satar & Bakar, 2019). This is one of the initiatives that has improved customer service, as they make sure customers are aware of the parking situation and the spaces available. The LA express parking is an initiative that has greatly reduced traffic flow as it offers a quick guide for drivers of available on street and off street parking spaces. With more and more agencies turning to automated work, the city of LA has greatly invested in technology to deliver superior services .With modern technology , the city broadcast timely and relevant information on traffic floe , transit, and parking status .They also use the system to disseminate (Kim, Trimi & Chung, 2014). The city has capitalized on available and has managed to utilize technologies transform its services. 

Research by Standish Group reviewed several case studies to highlight the reasons behind technological success. For example, the California Department of the motor vehicle intended to modernize the driver's licenses and registration process using automotive systems (White, 2007). Such big projects require commitment from leaders because failures occur due to poor management and organization culture that does not support information management (Veeramisti, Paz & Baker, 2020). This happens in both the public and private sectors. Many at times, there is tension among personnel who have varied interest .for example the top management do not understand the technology and might be reluctant to adopt it. Companies avoid risks related to cost work (White, 2007). Most vendors fail to understand the government operations procedures they also do not understand the information needs of workers, thus this cannot make offer proper support. All these factors reveal several reasons behind technological failure in the private sector. 

Part 2: Assessing a Specific Public Service or Policy the Effectiveness 

Managing information systems and the general infrastructure in any state depend on several factors. For example, the City of Los Angeles has heavily invested in functioning infrastructure heavily that relies on comprehensive information system to supports its daily operations (Valacich & Schneider, 2009). Los Angeles is known for traffic congestion and delays, but with the recent initiative, the city has greatly transformed. The city started using technology of traffic signal synchronization to reduced congestion .the automated traffic control and surveillance system was an old project started in 1984 during Olympics, but with time, the City aims at synchronizing all stoplights (Shueh, 2017). Currently, approximately 4,500 traffic signals have been synchronized. According to the Los Angles transportation Department (LOTD) these are some of the major investments the city has undertaken to minimize congestion .as a result the improvements has improved average speed of traffic from 15 to 17 miles per hour . 

Other major initiative includes deploying new devices in transportation vehicles especially uses using a connected vehicle system. This system targets those in transportation services like taxi, delivery trucks and buses, which are to be connected to the traffic control network (Shueh, 2017). In one of its latest ambitious costly projects, which are expected to reduced traffic, congestion is the synchronization of traffic signal across more than 469 miles (Shueh, 2017). This is considered as an ambitious project because one can easily drive from the Western avenue from the Hollywood hills through San Pedro without stopping (Shueh, 2017). As the number of car on the road keep on increasing more than hundreds of commuters are on the road every day especially during rush hours passing through this metro area. 

The current system needs to be boosted to prevent major gridlock from becoming worse than it is. The city has recently introduced a new system that uses magnetic sensors in the road to assess the flow of traffic. The installation of hundreds of cameras attached to a centralized computer system helps drivers make adjustment to ensure that cars are moving smoothly. Such systems relays information to drivers on which lanes and areas are less congested (Shueh, 2017). According to the city, transportation department after the implementation of this new system the average speed of traffic has become faster with delays within major intersections reducing (Yan et al., 2019). The magnetic sensors in the road are effective in managing traffic flow especially in major intersections since it sends real time information and updates about the status of traffic. The system sends information using fiber optic cables whereby information reaches a bunker below based in down town LA. The system uses software to analyze the data and automatically makes adjustments based on the prevailing conditions of traffic. 

For example, when buses are behind schedule, the network send signal or extend the green light in the bus lanes. However, when the buses are in time they has to wait for the red lights like everybody .when the city handles special occasion and some roads have to be closed ,the light are schedules to direct cars to other lane or street . Similarly, the system uses past information to make prediction where there could be congestion. These are some of the ways used by the city to solve the traffic problems by improving mobility (Babar & Arif, 2019). These recent efforts by the transport department proves that technological solution can reduce congestion, however it require proper planning and adequate funding(Magana, 2017). There is a need formal through the plan that can handle these infrastructures to gain from the investment in information systems. 

Before implementing an information system, the company reviews data to understand the information system that will give them a competitive edge. Other factors like technology cost the hardware and software needed (Magana, 2017). Factors like service provide needed if its services are to be sourced from outside. The other important consideration is how to store information. Many municipal services rely on information system infrastructure known as digital infrastructure these are hardware, storage the software, networking, and data center to support their business process (Magana, 2017). All activities that involve input and product outputs and other support activities require reliable information systems. Thus, data and knowledge are important assets for an organization to operate effectively. 

Digital tools like databases are important in maintaining records and transactions and track inventories. The database can also aid in marketing by identifying consume and offering personalized marketing communication (Ferdowsi, Challita & Saad, 2019). Database technology has fueled electronic commerce that includes tracking products and services. Private entities integrate technology to enhance their services. Information systems are automated and optimize all activities along the value chain (Valacich & Schneider, 2009). With the advent of the internet, a combination of modern service built around modern technology provides services in digital platform thus, both businesses and users gain. Business models that use the digital ecosystem have become valuable. Modern platforms are ideal in matching consumers with service provides without passing through several processes. Many individuals share not only content but also use dedicated platforms collaboratively (Valacich & Schneider, 2009). 

Offering superior services can only be possible with advanced technology and the internet of things whereby the manufacturers use multiple sensors that are integrated into the engine and connected to the internet. As a result, the company can easily monitor and review the performance of the engine using advanced analytics to predict any engine failure or improve its maintenance process (Yan et al., 2019). Similarly, such technology is useful in the transportation industry; companies like Philips have generated better solutions to cities. Philips introduced lighting as a service in parking in metropolitan area. The metropolitan Authority does not need to worry about upfront capital as the company installs and does the maintenance of the lighting at the time earns revenue through energy-related costs (Krzysztof, Darius & Reza, 2019). This type of technology is unique that requires proper planning since many players are involved. Instead of minimizing cost to increase its profit margins, manufacturers like Philips have focused on lessening maintenance and repair they use sensors to monitor performance, predict outages, and conduct scheduled maintenance (Woetzel et al., 2018). This cannot be possible without sensors connected to the internet. 

Sensors offer superior service as they enable the company to continuously access and stream data using big data analytics (Sharda, Delen & Turban, 2013). Big cities like Los Angles are striving to create meaningful insights from data sources to offer superior services. For a longtime Los Angles has been rated among the worst cities due to traffic congestion. the decision made by the Los Angeles department of transportation (LADOT) to partner with a private company Kirkland is aimed at strategizing new ways to improve traffic in the city (Shueh, 2017). Using modern technology like Inrix the department will use the traffic data platform that includes GPS tracking to collect vital information of traffic flow, analyze the data and monitor the levels of effectiveness of its road operation in a way that will create maps that can spot problem areas (Ning, Huang & Wang, 2019). In such a situation anywhere business intelligence and advanced analytics are used, they can provide valuable insights in helping in making sound judgment. 

Big cities like Los Angles have adopted effective road projects that can improve traffic situations by overcoming existing traffic congestion. However, they have been faced with several challenges in formulating a good and sustainable transportation strategy (Valacich & Schneider, 2009). Even though many cities still consider infrastructure as a luxury, many of them are not committed to spending large amounts of budgets to investing big data since the return is not verifiable (Babar & Arif, 2019).However, with proper planning, Los Angles can gain more from investing in such road projects. 

Part 3: Recommendations in an action plan that the organization can consider and adapt to 

Increase its effective and impactful use of technologies and information to improve 

Using modern technology can enhance decision making because users can perform different types of queries and analysis, which is an important aspect of making insightful decisions. Intelligence application such as digital dashboards can present information in visual forms that summaries traffic flow to facilitate better decisions (Kitchin, 2014). INRIX is a superior software the city of Los Angeles recently adopted to improve its system planning, traffic management, and its overall transport operation. The software uses a digital dashboard, which is ideal in providing a quick visual overview of statistics and trends (Audouin & Finger, 2018). INRIX can proactively help in planning because it can easily identify trouble spots including where congestion is likely to occur and help in proper planning to avoid such congestion (Rego et al., 2018). For example, the digital dashboard can provide a variety of design elements to present the data in a user-friendly manner .it can help the city by highlighting deviation that needs their quick attention (Yao, 2019). These can be presented using maps, charts, or sparklines and graphics that symbolize traffic lights, thermometer, or speedometer (Roselló, Langeland & Viti, 2016). However, the city can benefit more by adding other technology like using intelligent traffic lights known as PLC control system. The PLC uses a sense module to receive real-time information of vehicles on selected traffic lights (Mei et al., 2017). 

With model business intelligence, the city managers can be in touch with the department performance anytime; most workers need to be provided with mobile devices like iPods, smartphones that are readily available from dashboard vendors (Szeghalmy et al., 2019). These technologies would be ideal to offer current information regardless of their location, which can facilitate better decisions (Szeghalmy et al., 2019). Many smart cities have entered a new phase in using digital solutions as one of the most powerful and cost-effective strategies to manage their services. One of the growing trends in mobile business intelligence whereby the use of location data can easily be accessed from GPS or Wi-Fi networks (Li, Feng & Gu, 20190. Los angles transport department can adopt this technology to collect and analyze data on transit usage and traffic to make major modifications of bus routes. They can also use this information to know where to install traffic signals and turn lanes or add bike lanes (Ismagilova et al., 2019). 

The spawning urban growth continues to drive traffic congestion in big cities especially Los Angeles, it is important to find solutions to identify consistent and problematic traffic patterns. Using business intelligence the city of Los Angeles can prioritize their investment to reduce this gridlock. Using these modern applications, they can ease road congestion more effectively since in major cities since cars and buses are the primary modes of transit. Intelligence data can be used to synchronize traffic signals to reduce the commuting times. Real time data can be used to alert drivers to make choices on faster routes. Other intelligence applications can also help in parking which enables drivers to know which sports are available. This can eliminate time use to circle the city. Big Data-related technology can help the city deliver comprehensive services and better solutions that can help move not only people but also it can move the city forward. 

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