Audit rips 'dysfunctional communications' of Snohomish County computer department

A performance audit of Snohomish County's Department of Information Services found "dysfunctional communications," a "hierarchical" director and an office that is overly managed and bureaucratic, according to a summary delivered Monday to the County Council.

The $50,000 review was sharply critical of what it called a "disconnect" between the office that provides the county's computer services and elected officials such as the auditor, treasurer and court clerk, who have complained that their priorities, such as providing online services to the public, haven't been addressed.

"You need to force some type of change because it's affecting the county's business," said Thomas Krippaehne, with Moss Adams, the consulting firm that completed the study.

Krippaehne told the council's operations subcommittee that relations between the information-services department and the elected officials were "very strained."

The report noted views widely differed on the effectiveness of the information-services department, with the executive department saying that "everything is fine" while elected officials complained about a lack of responsiveness and service delivery.

County Executive Aaron Reardon expects to present a draft action plan to improve the office's performance by the end of May.

The council requested the review in January after a number of elected officials complained that department Director Larry Calter was rude and unresponsive, and that his office failed to consult with them on setting priorities for the county. Calter attended the briefing on the performance audit but did not address the council.

Information Services employs more than 100 people and has an annual budget of about $21 million. Calter was hired by Reardon in 2007.

Snohomish County Executive Director Peter Camp, speaking on behalf of the Executive's Office, told the council the department has been hampered by budget cuts and can't meet the needs of all offices. But he pledged the department would do better.

"We have to take ownership of our side of the communication problem," Camp said.

Council members took issue with laying the blame on budget cuts and said the audit clearly identifies communication as the problem. Councilman John Koster, R-Arlington, said after the committee hearing that problems with the department were symptomatic of the lack of communication among the executive, the council and other elected officials.

The report recommends a change in the "top-down IT governance" and noted that one-third of information-services employees identified ongoing organizational and communication problems. Almost 55 percent responded "no" when asked whether communication between staff and management ensured the free flow of information.

The audit concluded that Information Services needs to focus on projects with the most benefit to the public and to the workings of county government, and should do a better job of engaging elected officials and their staffs about priorities.

The County Council in December proposed putting the department under the authority of the county auditor's office, to make it more responsive to other elected officials. But Auditor Carolyn Weikel said Monday the department should be given time to respond to the audit.

Treasurer Kirke Sievers said the department is responding to criticism and has scheduled one-on-one meetings with elected officials to brief them on projects affecting their offices. But he said he still isn't being consulted about setting priorities.

"The biggest problem is still communication," Sievers said.

Lynn Thompson: 206-464-8305 or lthompson@seattletimes.com