Orange County NC Website
Browse       Search
<br /> <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) RAV, <br />BUDGET AMENDMENT: (Y/1) ATTACHMENT(S): <br />Contract with Alternative Resources <br />Corporation <br />INFORMATION CONTACT: <br />Dick Taylor, Extension 2276 <br />TELEPHONE NUMBERS: <br />Hillsborough 732-8181 <br />Chapel Hill 9684501 <br />Durham 688-7331 <br />Mebane 336-227-2031 <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