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SECTION C -- GENERAL GOVERNMENT
DEPARTMENT OF TECHNOLOGY SERVICES
DESKTOP SUPPORT
PROGRAM MISSION:
To support the County's investment in personal computers and desktop
technologies.
Desktop Support and the Call
Center provide County-wide direction and support of personal computers (PCs),
desktop technologies such as the Microsoft Office Suite, virus protection and
desktop software, and hardware upgrades.
The group 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 UniCenter Service Desk system,
provides asset management tracking and reporting utilizing the asset management
portion of the UniCenter software suite, and provides hardware procurement
support.
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Desktop Support
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FY 2004
Actual
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FY 2005
Adopted
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FY 2006
Proposed
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% Change:
'05 to '06
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Personnel
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$543,590
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$1,044,043
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$1,378,054
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32%
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Non-Personnel
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891,272
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995,040
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995,040
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-
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Total Expenditures
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1,434,862
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2,039,083
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2,373,094
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16%
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Revenues
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-
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-
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-
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-
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Net Tax Support
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$1,434,862
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$2,039,083
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$2,373,094
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16%
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Authorized FTEs
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12.2
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12.0
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16.0
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Funded FTEs
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12.2
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12.0
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16.0
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SIGNIFICANT BUDGET
HIGHLIGHTS:
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The net increase in personnel expenditures ($334,011)
reflects normal salary and benefits adjustments along with 4.0 FTEs transferred
(3.0 FTEs from the Department of Human Services and 1.0 FTEs from the
Department of Community Planning, Housing and Development for a total of
$261,620) to support the new Infrastructure Support Specialist (ISS) program.
PERFORMANCE MEASURES:
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FY 2002
Actual
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FY 2003
Actual
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FY 2004
Actual
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FY 2005
Estimate
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FY 2006
Estimate
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FY 2006
Goal
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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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3
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2.5
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2.5
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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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5
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4
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4
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4
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Customer Measures
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Percent
of users satisfied with overall customer support
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N/A
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N/A
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85%
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90%
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90%
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95%
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Workload Measures
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Number of PCs supported
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2,600
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2,805
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2,805
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3,200
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3,200
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3,200
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Number of hardware repairs (approx.)
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800
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1,200
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1,250
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600
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600
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500
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Number of trouble tickets closed (approx.)
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7,743
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10,000
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12,000
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12,000
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12,000
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12000
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Ratio of technicians per staff
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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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1:220
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1:220
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Efficiency
Measures
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Percent of total installs that are trouble free
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90%
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95%
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96%
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98%
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98%
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99%
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Desktop time to respond to break/fix
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48 hours
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48 hours
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16 hours
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16 hours
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8 hours
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8 hours
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Lost time due to workstation outages
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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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4 hrs/month
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4 hrs/month
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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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Study potential benefits of implementing and monitoring
outsourcing recommendations.
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Expand and enhance our ability to provide automatic
call distribution services and to electronically provide workstation updates.
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Realignment of staff through implementation of a pilot
that will align county staff in line with technology best practices.
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