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.
2022-2023 Workload Measures
1. Number of help desk requests resolved
2. Number of help desk requests received
3. Number of unplanned outages affecting service at any time of day (Percentage up 24/7)
4. Completion time of high priority work orders (hrs)
5. Completion time of medium priority work order (hrs)
6. Number of print shop jobs completed
|2022-2023 Performance Management Goals
|1) Information Technology will take the County to the next level of protection from hackers and
ransomware by working with the state cyber strike team, utilizing insurance recommendations, and
implementing more of their new tools and methods.
|2) IT will transition to a new IT inventory management system as the primary system used in the county
for efficiency and better customer service.
|3) County IT will work with the state court IT department to upfit at least 2 of the courtrooms to the new
cisco WebEx virtual court systems.
|4) If funded with the Great Grant or NCCAB program, which will produce more broadband access
opportunities, IT will engage with the community partners to jointly come up with new solution
planning for combating the “Digital Divide”, with the new resources.
|5) To maintain good customer service to our employees, 90% or more Work Orders will be assigned within
one business day.
|6) IT will upfit and develop the new learning system, including the phishing requirement for our county
employees by developing and distributing content to keep employees engaged in the security fight.
|7) If given needed personnel, IT will transition back to a healthy proactive department (training,
innovating, and engaging) rather than a reactive department in the current post-pandemic and increased
IT security environment.