Agenda Package - 02-04-08 - Laserfiche WebLink

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030 In 2007. local and county governments must leverage IT to enhance their business processes to maximize efficiencies, By not empowering IT to effectively support the government processes across all levels, efficient ®delivery of services to the public will continue to deteriorate. The bottom line is that the most cost-effective and high-performance support organtzauons are those that make sure to focus on business solutions first, and therefore position the most appropriate staff members at the right functional levels. Network administration experts don't staff help desks, and PC support people don't handle network operating systems. Evidence has shown that when employees do not have an operating PC to perform their dailyjob, it often results in complete lost productivity. Lee County should strive to keep employees equipped with the technology needed to perform their job. Lee County has done a good job of providing the actual technology devices but has fallen short on the support infrastructure. Simple statistics compared to salaries reveal: Work Order Break Down by Requests Low 228 Medium 769 High 667 Urgent 254 County Employee Lost Productivity Costs Type Ava Response Time Per Request Total Cost Urgent Requests 4 Hours (240 Minutes) $59.36 $15,077.44 High Priority 8 Hours (480 Minutes) $118.72 $79.186.24 $94,263.68 * Avg Employee Salary: S30,879 (SW 84/hr) * Only 1-ligh and Urgent signify "DOWN" time. Conversely, temporary past outsourcing of helpdesk operations have provided much needed relief however costs incurred for basic computing support ranges between $27-$28/hour/per employee. It takes an employee an average of 2 weeks to become familiar with our environment before actual contributions can began. It may take many months before personnel in this position are operating a full speed. As in any other field, contracted temporary staff employees are often unmotivated and subject to quick departure. It does not seem feasible to outsource this position especially when all variables are considered and costs outweigh permanent positions. IT Technician Outsourcing vs. FTE TYPE Hourly Rate Yearly PTE $23.85 $49,608 (includes fringes) Contracted *$27.50 $57.200 Difference $7,592 0 * Rate from Modis, Inc for contracted help desk services (lower IeveVgrade than IT Technician grade listed)