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In 2007, local and county governments must leverage IT to enhance their business processes to maximize <br />efficiencies. By not empowering IT to effectively support the government processes across all levels, efficient <br />delivery of services to the public will continue to deteriorate. The bottom line is that the most cost-effective and <br />igh-performance support organizations are those that make sure to focus on business solutions first, and <br />therefore position the most appropriate staff members at the right functional levels. Network administration <br />experts don't staff help desks and PC support people don't handle network operatine systems <br />Evidence has shown that when employees do not have an operating PC to perform their daily job, it often <br />results in complete lost productivity. Lee County should strive to keep employees equipped with the technology <br />needed to perform theirjob. Lee County has done a good job of providing the actual technology devices but has <br />fallen short on the support infrastructure. Simple statistics compared to salaries reveal: <br />Work Order Break Down by Requests <br />Low <br />228 <br />Medium <br />769 <br />High <br />667 <br />Urgent <br />254 <br />County Employee Lost Productivity Costs <br />Tyne Avg Response Time Per Request Total Cost <br />Urgent Requests 4 Hours (240 Minutes) $5936 $15,077.44 <br />High Priority 8 Hours (480 Minutes) $118.72 $79.186.24 <br />$94,263.68 <br />* Avg Employee Salary: $30,879 ($14.84/hr) <br />* Only High and Urgent signify "DOWN" time. <br />Conversely, temporary past outsourcing of helpdesk operations have provided much needed relief, however <br />costs incurred for basic computing support ranges between $27-$28/hour/per employee. It takes an employee an <br />average of 2 weeks to become familiar with our environment before actual contributions can began. It may take <br />many months before personnel in this position are operating a full speed. As in any other field, contracted <br />temporary staff employees are often unmotivated and subject to quick departure. It does not seem feasible to <br />outsource this position especially when all variables are considered and costs outweigh permanent positions. <br />IT Technician Outsourcing vs. FTE <br />TYPE <br />Hourly Rate Yearly Cost <br />FTE <br />$23.85 $49,608 (includes fringes) <br />Contracted <br />*$27.50 $57,200 <br />Difference <br />$7,592 <br />* Rate from Modis, Inc for contracted help desk services (lower level/grade than IT Technician grade listed) <br />