HomeMy WebLinkAbout2000 NS IS - Alternative Resources Corporation for IS Support Center Staffing a
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ORANGE COUNTY
BOARD OF COMMISSIONERS
ACTION AGENDA ITEM ABSTRACT
Meeting Date: January 18, 2000
Action Agenda
Item No. q_J
SUBJECT: Contract for IS Support Center Staffing with Alternative Resources Corporation
DEPARTMENT: Information Systems PUBLIC HEARING: (Y/N)
BUDGET AMENDMENT: (Y/N)
ATTACHMENT(S): INFORMATION CONTACT:
Contract with Alternative Resources
Corporation Dick Taylor, Extension 2276
TELEPHONE NUMBERS:
Hillsborough 732-8181
Chapel Hill 968-4541
Durham 688-7331
Mebane 336-227-2431
PURPOSE: To approve contract for IS Support Center Phone Staffing with Alternative Resources
Corporation
BACKGROUND:
Objectives of this Outsource Contract
IS intends to continue to improve the responsiveness of IS Support services by acquiring outsource
contract staffing for
• resolution of user requests for software and hardware problem-solving assistance, for both internal and
remote users;
• entry and tracking requests received using the IS Support Center database system;
• maintenance of the countywide technology assets database;
• development of Intranet-based user guides and software tips
The contract is proposed through September 2000 to allow an assessment of the outcomes of this
outsourcing arrangement. The proposed vendor,Alternative Resources Corporation(ARC), is a nationally
recognized provider of such services, has a local office in Cary,NC, and the contract services are at a
reasonable hourly rate of$29, for a total contract cost not to exceed$38,976.
Current IS Support Operations
The IS Support Center is a problem resolution service provided by the IS Department for assistance to
internal and remote users with computer and network questions and problems. The IS Support Center is
reached by those requiring assistance at a single County phone extension or via a single e-mail address.
Since late 1996,when the IS Support Center was created, over 4,000 calls have been handled. The IS
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Contract for
IS Support Phone Services
Between Alternative Resources Corporation
And Orange County
This agreement made the 24th day of January, 2000 between Orange County for
its Information Systems Department (hereinafter referred to as OCIS) and
Alternative Resources Corporation (hereinafter referred to as ARC) for IS
Support phone services as specified herein.
ARC Responsibilities:
1. ARC will provide IS Support phone services to Orange County. ARC will
provide a specific individual to work on-site at OCIS, at the IS Support Center
office. These services include those specified in Attachment 1.
2. ARC will submit an invoice for services after the end of each calendar week of
services provided. The invoice for services will specify the number of
aggregate hours spent on Orange County IS Support phone services.
OCIS Responsibilities:
1. OCIS will provide office facilities, telephone and PC equipment for the IS
Support phone ARC staff assigned to OCIS.
2. OCIS requires IS Support phone services during regular working hours for
County offices, from 8 am to 5 pm, Monday through Friday, excepting
holidays.
3. OCIS will, within ten days of receipt of invoice from ARC, effect payment for
services by ARC.
Term:
The term of this agreement shall be from January 24, 2000 through September 30,
2000.
Compensation:
Compensation to ARC will be at an hourly rate of$29 per hour, not to exceed
$38,976 through September 30, 2000.
Termination:
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Attachment 1
OCIS Requirements for IS Support Phone Center
Tasks/Responsibilities
1) IS Support Problem Resolution Services
a) Receive problem resolution requests from users between 8am and 5pm
weekdays, except holidays
b) Accept e-mail submission of support requests
c) Answer support requests through phone assistance and callback when
possible
2) IS Support Call Database Management
a) Enter requests as they are received in OCIS CallTracker database
b) Produce reports for daily assignment and review of call status
c) Track request to completion
d) Provide weekly/monthly status and tracking analysis reports
e) Track request and support assistance to remote users
f) Update and maintain IT inventory database tables for PCs, printers and
network equipment
3) IS Support Hardware/Software and Supplies Ordering
a) Receive order requests from IS staff
b) Contact vendors for blanket purchase orders, and state contract vendors,
use Web sites to determine best pricing, ordering information
c) Provide information to IS Director for approval and purchasing
d) Handle shipping and receiving
4) IS User and Support Team Assistance
a) Participate in IS Support review meetings
b) Make contact with support vendors as needed to arrange and track
service calls
c) Develop Intranet Web page resources to assist users in problem
resolution and to provide access to application usage tips, including links
to useful Web sites
Skills Required
• Excellent communications skills
• Enough knowledge and ability to acquire knowledge to resolve problems
during initial contact with callers