Los Angeles County Department Uses Training and Certification Program, Enabling Employees to Cope with a Sudden “Flood” of IT Requests Due to Newly Passed Legislation

Achieved New Level of Productivity and Quality

In the wake of the Mental Health Services Act, the DMH found itself suddenly inundated with requests for new information technology (IT) projects and services. While dealing with this unprecedented demand, the DMH’s Chief Information Officer realized that his staff, although intelligent and motivated, came from diverse professional backgrounds, and collectively lacked the formal training and consistent methodologies required for success.

This case study discusses:

• The challenge of dealing with a record number of requests for IT help due to the newly enacted legislation
• The need for a common language and understanding, complete with shared knowledge, tools, and practices
• Customized professional development program in the area of Business Analysis
• The return on the training value and the next steps