Agenda - 02-14-2000 - 9a - Laserfiche WebLink

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ORANGE COUNTY BOARD OF COMMISSIONERS ACTION AGENDA ITEM ABSTRACT Meeting Date: February 14, 2000 Action Agenda Item No. _ ~]- ~ SUBJECT: Contract for IS Support Center Staffing with Alternative Resources Corporation DEPARTMENT: Information Systems PUBLIC HEARING: (Y/1~ No ATTACHMENT(S): INFORMATION CONTACT: Contract with Alternative Resources Corp. Dick Taylor, extension 2276 TELEPHONE NUMBERS: Hillsborough 732-8181 Chapel Hill 965-4501 Durham 688-7331 Mebane 33Cr227-2031 PURPOSE: To consider approval of a contract with Alternative Resources Corporation for Information Systems (IS) Support Center Phone Staffing BACKGROUND: O~ectives of this Dutsource Contract IS proposes to continue to improve the responsiveness of IS Support services by acquiring outsource contract staffing for: • resolution of user requests for soflwaze 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 November 2000 to allow an assessment of the outcomes of this outsourcing arrangement. Orange County's Information Technology 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, regulazly 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. Vendor election Possible vendors were assessed from among a selection of larger organizations with substantial background in providing IS support services. These organizations offer the most flexibility and allow for