Service Excellence in State Government
Cost-effective support for fast-growing county
Situation
County of more than 335,000 residents and EPA award-winner for “Excellence in Smart Growth” needed to improve IT infrastructure and services.
Problem
Excessive system and network downtime.
Increasingly complex applications requiring more end-user support.
Tight budget.
Action
-
nnoVest Group provided Help Desk Administrators and System Engineers to support the county infrastructure and WAN communications.
-
Help Desk Administrators support included Windows XP with Active Directory, MS Exchange Mail and various other HW and SW’s.
-
System Engineers provide NOC support to the county wide area network including switch monitoring, etc.
Results
-
Created a process library and documented key processes to improve DR/BC.
-
Improved first call resolution.
-
Reduced infrastructure downtime by more than 25%.
-
Increased application availability and end-user satisfaction.