HomeMy WebLinkAboutAgenda - 01-18-2000 - 9d
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) RAV,
BUDGET AMENDMENT: (Y/1) ATTACHMENT(S):
Contract with Alternative Resources
Corporation
INFORMATION CONTACT:
Dick Taylor, Extension 2276
TELEPHONE NUMBERS:
Hillsborough 732-8181
Chapel Hill 9684501
Durham 688-7331
Mebane 336-227-2031
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
Support line has been staffed by temporary employees and to a lesser extent by regular IS staff members
as backup.
Current IS Support staff consists of three full-time positions, and one temporary staff position at 30 hours
per week, to provide daily operations and user support for the County mainframe, 400 user PCs, 160
printers, nine network servers, Internet and Intranet technology
staff resources also support the planning and most of the installation f work re related to -mail
IT Plan. These
The support staffing of the Orange County IS Department can be compared with other support o
using a standard measure common in the computer industry. This measure is the number of PCs operations, tions,
printers divided by the number of dedicated support staff. For Orange County this ratio is 320, with
current staffing resources. Other organizations reporting recently provide a comparison as shown in the
table below.
Organization
Cha el Hill-Carrboro Ci Schools
Wake Coun MIS
Orange Coun Schools
UNC Cha el Hill Administrative Comm
PC/Printers Supported
Per Staff Position
320
429
250
235
62
This IS Support outsource contract would improve this performance ratio from 320 to 230, resulting in
better, more responsive resolution of user calls for assistance.
Benefits of this IS Support Contract - Costs Offset and Customer Service
Combining all available work hours of current IS staff resources shows 430 hours of work required
beyond the hours available. To supplement this staff, a contractor has been used in the past to assist with
IT Plan PC and printer installation, amounting to 208 hours at $75 per hour, a total of $15,600. The
contract proposed here for IS Support phone services will free up full time and temporary staff resources,
at a much lower hourly rate than the installation contractor rate, and make it unnecessary to use these
annual installation contract resources, a savings of $15,600.
The IT Committee, at its December meeting, reviewed the approach to this IS Support help desk
outsourcing and supports it. The advantage of this contract support is that full IS Support Center coverage
can be assured, continuity of operations can be sustained, and superior, regularly available technical
expertise will be available to callers. Resources freed by this outsourcing can be applied to improved
customer support and ongoing, more effective implementation of IT Plan initiatives.
FISCAL IMPACT: The FY 1999-2000 budget includes operating funds to cover the cost of this contract;
$15,600 in costs is offset by this contract by eliminating the need for additional outside installation
support.
RECOMMENDATION(S): The Manager recommends that the Board approve this contract and
authorize the Chair to sign it.
3
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:
4
Either party for any reason may terminate this agreement with 15 days written
notice.
Notice:
Any communication regarding this agreement shall be made to the parties as
stated below:
For County:
Richard J. Taylor, Director
Orange County Information Systems
PO Box 8181
Hillsborough NC 27278
For ARC:
John McAuley
ARC
3340 Glen Royal.Rd.
Raleigh NC 27612
For County:
For ARC:
Moses Carey Jr.
Chair
Board of County Commissioners
Orange County
Name
Title
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
5
• Excellent communications skills
• Enough knowledge and ability to acquire knowledge to resolve problems
during initial contact with callers