The Information Technology Department is a service department that serves the technology needs of county departments, their tech communication with the public, safely secures all county technology, and backups all county data.  If there is a technological way for departments to do the job better we want to make that happen.  The technology needs and requirements of the county have rapidly evolved over the last number of years.  IT has gone from ordering, connecting, backing up, configuring wired desktop PCs and servers, to a department that must now also research, fully secure, maintain, replicate, connect, install and support hundreds of programs and applications on smart devices, cameras, mobile devices, PCs, virtualized servers, and connected through wired, Wi-Fi, cell towers, our internal network and the cloud.   We must also navigate and pass audits required by the State and Federal governments for HIPAA, CJIS, and PCI, plus communicate to our citizens in new ways through social media and the web, retain years of vital records, and keep hackers at bay.  Just like in our everyday lives, the number of devices, systems, and folks requiring more technology to do their work has grown exponentially.

Workload Measures 2018/2019
Number of help desk requests resolved: 1,705
Number of help desk requests received: 1,615
Number of unplanned outages affecting service at any time of day (Percentage up 24/7): 99.29%
Completion time of high priority work orders: 3 avg hours
Completion time of medium priority work order: 12 avg hours
Number of print shot jobs completed: 450

Updated 2/5/19

To identify security gaps, IT will internally assess employees by phishing them annually (This information will guide additional training opportunities for employees)86%
To increase security, IT will implement at least two yearly training program/videos for employees on Security & Technology issues50%
To expand security knowledge, IT staff will contact/visit hacked counties (Davidson and Mecklenburg)50%
To increase clarity for technology, IT will update or write five core IT policies for Alamance Government20%
To increase manageability and scalability of our IP networks, IT will complete 90% of the Subnet Redesign60%
To maintain good customer service to our employees, 90% or more Work Orders assigned within a day (Business) 93%
To continue our focus on WI-FI implementation this year, at least 2 Network employees will complete the AeroHive Access Point training this yearGoal Completed
To further support the community, the Print Shop will explore/research the opportunity of offering printing services to County supported (receiving county funding/fulfill a public purpose) nonprofits75%