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9 <br /> 166Mhz,32Mbyte base-level systems,200Mhz,32Mbyte multimedia systems for the mid-level and <br /> 266Mhz,64Mbyte multimedia power user systems. Since in the short term we plan replacement of 192 of <br /> the remaining 270 older desktop systems in the County,this mix,with all systems base level replaced, <br /> keeps costs down and allows an effective staging of the annual replacement program. <br /> To take full advantage of Windows 95/98 operating system enhancements and Office 97 features,all new <br /> systems will use these standard software packages. Both are better integrated with the intranet and Internet <br /> and form a good longer-term foundation for collaborative work and document sharing. <br /> Addition of desktop/mainframe integration software for selected users builds upon evaluations done by IS <br /> staff.These terminal emulation environments allow users to extract data from the mainframe legacy <br /> operating system environment into Microsoft Office applications for additional analytical, MIS applications <br /> without additional legacy system program development.They also allow,through the use of Windows <br /> ODBC and DDE technologies,much better connectivity between the desktop and mainframe with reduced <br /> software development effort by IS staff. <br /> 3. Establish more effective technical support and training programs <br /> The planned improvements in support and training services will focus on quicker response help desk <br /> services,a quick replacement program and appropriate specialized outside support contractors. <br /> The help desk,established in IS in Fall 1996,originally had a typical workload of 70 calls on the help list at <br /> any one time. Currently that has been reduced to a typical list of 15 or fewer calls. This has been the result <br /> of solving IS staffing problems, improved IS staff skills,more efficient handling of help desk calls and use <br /> of outside PC support as needed. Another major contributor to this better service level has been <br /> replacement of some of the older PCs in use in the County which were causing an unacceptable number of <br /> help desk requests and downtime for users. <br /> The help desk currently uses an automated database for call entry and management of the call responses. <br /> Improvements to the help desk will include improvement of help desk calltaker knowledge of software <br /> problems to provide immediate phone resolution of problems,based on the addition of an additional full- <br /> time staff position in IS. Help desk calls will also be handled through e-mail submission when possible. <br /> The creation of a complete information technology inventory database will provide automated completion <br /> of the help desk database entry,quicker response time to reduce phone time,and improved accuracy of call <br /> information. Using the ability to share documents in the intranet/Internet environment, information will be <br /> provided to users and to the PC Users Group to assist with resolution of common software related problems <br /> by users and departmental PC coordinators. <br /> IS staff will continue training for improving skills in Windows 95/98, Microsoft Office,Novell Netware <br /> and Groupwise. Developer staff will pursue in-depth training in all the Microsoft Office components with <br /> specialized course and training materials in application software development. Specialized training will be <br /> provided to the PC Users Group in the form of short workshops provided by IS staff and outside trainers. <br /> Whenever appropriate,training in the form of books,videos,computer-based multimedia and tutorials will <br /> be made available to users and PC User Group members. <br /> 4. Upgrade department legacy systems <br /> To begin the process of upgrading department legacy systems,leading to more client/server software <br /> deployment,with less legacy software maintenance,the Technical Review Task Force recommended <br /> several strategies. These include systems analysis projects in appropriate departments,a"buy instead of <br /> build"philosophy for software systems when appropriate,the use of consultants to supplement staff <br /> expertise and the implementation of pilot projects. <br /> A consultant with information technology expertise in local government financial systems will be <br /> employed to assist in the ongoing work of the Business Systems Group.The BSG is made up of the <br /> 5 <br />