Orange County NC Website
a <br /> i <br /> ORANGE COUNTY <br /> BOARD OF COMMISSIONERS <br /> ACTION AGENDA ITEM ABSTRACT <br /> Meeting Date: January 18, 2000 <br /> Action Agenda <br /> Item No. q_J <br /> SUBJECT: Contract for IS Support Center Staffing with Alternative Resources Corporation <br /> DEPARTMENT: Information Systems PUBLIC HEARING: (Y/N) <br /> BUDGET AMENDMENT: (Y/N) <br /> ATTACHMENT(S): INFORMATION CONTACT: <br /> Contract with Alternative Resources <br /> Corporation Dick Taylor, Extension 2276 <br /> TELEPHONE NUMBERS: <br /> Hillsborough 732-8181 <br /> Chapel Hill 968-4541 <br /> Durham 688-7331 <br /> Mebane 336-227-2431 <br /> PURPOSE: To approve contract for IS Support Center Phone Staffing with Alternative Resources <br /> Corporation <br /> BACKGROUND: <br /> Objectives of this Outsource Contract <br /> IS intends to continue to improve the responsiveness of IS Support services by acquiring outsource <br /> contract staffing for <br /> • resolution of user requests for software and hardware problem-solving assistance, for both internal and <br /> remote users; <br /> • entry and tracking requests received using the IS Support Center database system; <br /> • maintenance of the countywide technology assets database; <br /> • development of Intranet-based user guides and software tips <br /> The contract is proposed through September 2000 to allow an assessment of the outcomes of this <br /> outsourcing arrangement. The proposed vendor,Alternative Resources Corporation(ARC), is a nationally <br /> recognized provider of such services, has a local office in Cary,NC, and the contract services are at a <br /> reasonable hourly rate of$29, for a total contract cost not to exceed$38,976. <br /> Current IS Support Operations <br /> The IS Support Center is a problem resolution service provided by the IS Department for assistance to <br /> internal and remote users with computer and network questions and problems. The IS Support Center is <br /> reached by those requiring assistance at a single County phone extension or via a single e-mail address. <br /> Since late 1996,when the IS Support Center was created, over 4,000 calls have been handled. The IS <br />