Information Systems Core Services

Core Services:
The Information Systems Department (IS) provides support for 400+ customers in their use of 400+ telephones, 300+ computing devices, 20+ fax machines, 55+ pagers, 90 business computing applications, and a variety of general purpose applications .

Additionally, we provide specialized support to the Town’s Emergency 911 and radio systems. The Town averages 60,000 calls per month (except in season when it escalates as high as 72,000 calls per month) of which IS staff provide all technical administration and support.

The data systems consist of 7 computing platforms, midrange systems, and local area (LAN) and wide area (WAN) networks. Over 15 business applications (consisting of several hundred programs) reside on the Town’s two AS/400 systems. Other applications residing on network servers and clients provide a variety of business functions necessary to the completion of Town staff’s daily tasks. Access to the Town systems from three remote sites is via the Town’s WAN and remote access services.

Business Application
Implement and support business applications, integrating them with the production environment, in accordance with the Town’s Business Plan.

Production Infrastructure
Plan, manage and maintain a production computing and telecommunications environment that continues to meet demands for service related to security, reliability, availability, and capability.

Service on Demand
Provide on-demand type services pertaining to: systems and security administration; problem resolution; service, hardware, and software acquisitions; contracts management; staff training; answering customers’ "how", "what", "why" questions pertaining to tools, systems, and telecommunications.

Process Re-engineering
Provide analysis and recommendations for business process improvements that improve departments’ service levels to the public.

Customer Service
Provide timely assistance and/or information required to satisfy customer requests and/or align their expectations to service delivery realities.

Levels of Service

• 2 AS/400's, 18 major, integrated applications.
• 27 WINNT and 2 OS/2 servers
• 5 WAN connections
• Intelligent switched LAN/WAN supporting approximately 400+ nodes at 5 locations.
• Total Service Requests equal 2400+ per year.
• 2 PBX systems with over 400 lines consisting of T1's, frame lines, and analog services constituting the Town's telecommunications infrastructure.
• Assist with the administration of Public Safety 9-1-1 and radio communications.