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DEPARTMENT OF TECHNOLOGY SERVICES
NETWORK SERVICES DIVISION
DESKTOP SUPPORT AND CALL CENTER
PROGRAM MISSION: To support the
County's investment in personal computers and desktop technologies.
The Desktop Support and Call
Center provides Countywide direction to and support of personal computer (PC)
desktop technologies, such as the Microsoft Office Suite, virus protection and
desktop software and hardware upgrades.
The unit develops, manages and supports the internal County Intranet.;
maintains and repairs PCs; develops and maintains all core operating images;
provides Call Center telephone support and ticket tracking via the Service Desk
system; provides asset management tracking and reporting utilizing the Asset
Management portion of the UniCenter software suite; provides hardware
procurement support for requirements; and is responsible for the overall
support of all County PC users.
Desktop/Help Desk Unit
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FY 2002
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FY 2003
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FY 2004
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% Change:
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Actual
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Adopted
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Proposed
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'03 to '04
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Personnel
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$290,527
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$905,403
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$949,197
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5%
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Non-Personnel
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426,050
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862,260
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867,440
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1%
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Subtotal
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716,577
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1,767,663
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1,816,637
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3%
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Intra-County
Charges
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(211,292)
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-
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-
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-
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Total Expenditures
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505,285
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1,767,663
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1,816,637
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3%
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|
|
|
|
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Revenues
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4,080
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-
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-
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-
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Net Tax Support
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$501,205
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$1,767,663
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$1,816,637
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3%
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Authorized FTEs
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8.5
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12.2
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12.2
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Funded FTEs
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8.5
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12.2
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12.2
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SIGNIFICANT BUDGET HIGHLIGHTS:
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Increase in personnel due to new hires at pay above
entry and normal step increases ($43,794).
-
Cost to purchase licensing for the Asset Management software ($85,402) was offset by a savings in the
cost of Novell licensing ($80,222)
leaving a net increase ($5,180) for non-personnel.
PERFORMANCE MEASURES:
Objective:
To support the County's investment in PCs and desktop technologies.
|
FY 2001
Actual
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FY 2002
Actual
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FY 2003
Estimate
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FY 2004
Estimate
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FY 2004
Target
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Mission
Outcome Measures
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Average number of hours to respond to trouble
calls
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N/A
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N/A
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N/A
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3
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2.5
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Average number of hours to close ticket
(complete trouble calls)
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N/A
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N/A
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N/A
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5
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4
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Workload Measures
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|
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Number of PCs supported
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N/A
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2,600
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2,900
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2,900
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2,900
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Number of hardware repairs
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N/A
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800
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1,200
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1,000
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1,000
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Number of trouble tickets closed
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N/A
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7,743
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12,000
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10,000
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10,000
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Ratio of technicians per staff
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N/A
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1:400
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1:290
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1:290
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1:290
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Efficiency
Measures
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Percent of total installs that are trouble free
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N/A
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90%
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95%
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96%
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100%
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Desktop time to respond to break/fix
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N/A
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48 hours
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48 hours
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16 hours
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8 hours
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Lost time due to workstation outages
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N/A
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8 hrs/month
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8 hrs/month
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4 hrs/month
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4 hrs/month
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Help desk coverage
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N/A
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7 am to 5 pm
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7 am to 5 pm
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7 am to 5 pm
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7 am to 5pm
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-
Number of trouble tickets increases mostly due to
support of new technology devices.
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Number of hardware repairs will continue to rise until
all older PCs are replaced.
FUTURE BUDGET CONSIDERATIONS:
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Implementation of 24x7x365 customer service for both
internal County services and external resident e-government services.
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Implementing and monitoring outsourcing
recommendations.
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Implement County-wide automatic call distribution
services featuring 'Click–To-Talk' for e-government constituency.
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