Agenda - 01-20-2000 - 9d - Laserfiche WebLink

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ORANGE COUNTY BOARD OF COMMISSIONERS ACTION AGENDA ITEM ABSTRACT Meeting Date: January 18, 2000 Action Agenda Item No. q -d SUBJECT: Contract for IS Support Center Staffing with Alternative Resources Corporation DEPARTMENT: Information Systems PUBLIC HEARING: (Y/N) No>= ~y BUDGET AMENDMENT: (Y/1~ ~Va:~- ATTACHMENT(S): Contract with Alternative Resources Corporation INFORMATION CONTACT: Dick Taylor, Extension 2276 TELEPHONE NUMBERS: Hillsborough 732-8181 Chapel Hill 968-4501 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 a-mail address. Since late 1996, when the IS Support Center was created, over 4,000 calls have been handled. The IS