Applications and Customer Support IconApplications & Customer Support



Enterprise Service Management

Service Desk
Primary point of contact between Information Technology Department and County users for service requests and incident resolution.

ServiceNow
Service management, operations and asset management.


Desktop Management

Device Support
Centralized IT technical support for standard desktops, laptops, tablets and network printer.

Endpoint Management
Provision, deploy, manage, and secure endpoints (computers, mobile devices) and applications across the organization.


Custom Applications

Custom Applications Development
Development and maintenance of custom applications software and other web applications, mobile applications, performed for or at the request of a specific department or agency.

Database Services
Reliable, secure, and cost-effective hosting, maintenance, monitoring, and backup/ recovery


Enterprise Applications

Business Intelligence
Analyze and present business information using interactive visualization.

Document Management Services (DMS)
Securely and electronically organize, store, manage and track documents, with document Imaging, MS Outlook integration, advanced document search and web interface for public access.
DocuSign
Electronic workflow and digital signature services.


Enterprise Systems
Development and support for County enterprise resource applications such as ERP, Granicus, LEARN, and NeoGov.

GIS/Location Intelligence
Hosting parcel, road, addressing, hydrology, ortho-imagery and other spatial data.
SharePoint
Infonet, collaboration and content sharing sites.
Web Development
Development and support for public facing websites.




Service Desk
  • Single point of contact (SPOC) for all IT service requests, technical issues and communication
  • Ticket management: Enables the automatic prioritization, assignment, and monitoring incidents and issues, as raised through different channels, for faster resolution.
  • Service catalog: A centralized location that details the services available and provides a form where users can submit a ticket.
  • Enterprise Systems troubleshooting and resolution, not limited to:
    • Active Directory and Phone/Voicemail profile account updates
    • Active Directory user/computer adds, moves, or changes
    • Active Directory member group adds, moves, or changes
    • Active Directory profile updates (phone number, descriptions, etc.)
  • Phone system troubleshooting and resolution, not limited to:
    • Mitel soft button adds, moves, or changes
    • Mitel display updates - Voicemail adds, moves, or changes
    • Rightfax add, moves, or changes
  • Supported Application troubleshooting and resolution
  • Connectivity troubleshooting and resolution.
  • Problem tracking and resolution documentation.
  • Knowledgebase management.
  • Escalate unresolved problems to a higher level of support.
Device Support
  • Procurement and leasing support for computers, monitors, laptops and network printers. This includes consultation, quotation, order coordination, central receiving, and secure physical storage of received merchandise
  • Return of leased computers and laptops (drive removal or wiping, packaging and cost of shipping)
  • E-Waste disposal coordination with outside third party
  • Workstation imaging and deployment of new computers and network printers
  • Hardware deployment, upgrades and moves
  • Vendor support coordination for equipment still under warranty or service contract
  • Hardware needs assessment, evaluations, and recommendations
Endpoint Management
  • Consulting, needs assessment, evaluation of available hardware/software, advice and recommendation on purchase
  • Provisioning, imaging and deployment of computers and other end-user devices
  • Automated push of updates and patches to end-user hardware/software platform
  • Vendor and contract management
Enterprise Systems
  • Resource Planning (CGI-Advantage): Financials, Human Resource Management, Performance Budgeting, Vendor Self Service, Employee Self Service and infoAdvantage Reports.
  • Document Management System (SharePoint): Document management system with document Imaging, workflow integration with MS Outlook, advanced document search and web interface for public access.
  • Agenda Management Systems (Granicus): Legistar, Media Manager, Live Manager and iLegislate to manage meeting agendas and the minutes, including archival of the meeting agenda, minutes, videos and other meeting materials.
  • Insight-Onboard-Learn-Perform (NeoGov): Application suite for recruitment, employee onboarding, performance management and learning management.
  • Custom Enterprise Applications: Custom built enterprise solutions such as Enterprise Contract Management (eCMS), Electronic Personnel Action Form, HR Task Tracking System, etc.
Business Intelligence
  • Needs assessment, evaluations and recommendations
  • Data analytics and report development
  • PowerBI vendor, contract and license management and administration
  • Training on data maintenance and use of PowerBI reporting tools
  • Implementation, troubleshooting and problem resolution
Database Services
  • Proactive database management including performance monitoring, alert management, setting up maintenance plans, backups, restoration and recovery.
  • Consulting services for database (DB) design and data conversion.
  • User and security management.
  • Periodic DB recovery exercises to ensure integrity of backups.
  • Data extraction, transformation and loading (ETL) and data cleansing.
  • Scheduled execution of automated data interfaces.
  • Capacity planning and performance tuning.
Custom Applications Development
  • Application needs assessment, evaluations and recommendations
  • Department application development, documentation and training
  • Mobile application development & support
  • System integration and vendor interfaces
  • Application troubleshooting and problem resolution
GIS/Location Intelligence
  • Vendor and contract management
  • License management and administration of access to the GeoDatabase
  • Systems and applications maintenance, upgrades and patches
  • Unmanned Aerial Systems (UAS) data processing, visualization and hosting
  • Requirements analysis, solution definition, development and support for GIS applications
  • Coordination of GIS users and project management of GIS projects
  • Technical Advisor and Liaison to Department Head GIS Subcommittee
  • In-house and vendor-supplied instructor-led GIS training for County GIS users
Document Management Services (DMS)
  • Consulting, requirements analysis and solution definition.
  • Configuration and customization of department DMS on SharePoint Online.
  • Adequate storage for records in SharePoint document repository
  • Secure scan to DMS.
DocuSign
  • DocuSign Account dedicated to the County department, agency or organization
  • Electronic storage of documents with audit trail stored in DocuSign secure cloud
  • Requirements analysis, solution definition, development and support for custom forms and workflows
  • Access to DocuSign University Learning Portal
  • Custom training for Department DocuSign Administrators, senders and users. DocuSign University Learning Portal
  • Vendor and contract management
ServiceNow
  • Vendor and contract management
  • License management and administration of *fulfiller users
  • Systems and applications maintenance, upgrades and patches
  • Custom development, configuration and maintenance of ServiceNow demand, incident, request and project management modules for the use of a specific department
  • Custom training for Department DocuSign Administrators, senders and users. DocuSign University Learning Portal
  • Vendor and in-house training for department users and fulfillers
SharePoint
  • SharePoint Site Collection dedicated to the County department, agency, project team or work group
  • Requirements analysis, solution definition, development and support for custom forms and workflows
  • Custom in-house and curated online training for Department Site Administrators and users
Web Development
  • Website hosting and use of County’s standard website development, maintenance and management and reporting tools
  • Requirements analysis, assessment, planning, and website development and launch
  • Graphics design to enhance visual content of applications, websites, as well as electronic and print media
  • Periodic Web Accessibility Issues report
  • Training in the County’s standard web management tools for content management system, quality assurance and web analytics
  • Vendor and contract management
Enterprise Service Management
  • Single point of contact (SPOC) for all IT service requests, technical issues and communication
  • Ticket management: Enables the automatic prioritization, assignment, and monitoring incidents and issues, as raised through different channels, for faster resolution.
  • Service catalog: A centralized location that details the services available and provides a form where users can submit a ticket.
  • Enterprise Systems troubleshooting and resolution, not limited to:
    • Active Directory and Phone/Voicemail profile account updates
    • Active Directory user/computer adds, moves, or changes
    • Active Directory member group adds, moves, or changes
    • Active Directory profile updates (phone number, descriptions, etc.)
  • Phone system troubleshooting and resolution, not limited to:
    • Mitel soft button adds, moves, or changes
    • Mitel display updates - Voicemail adds, moves, or changes
    • Rightfax add, moves, or changes
  • Supported Application troubleshooting and resolution
  • Connectivity troubleshooting and resolution.
  • Problem tracking and resolution documentation.
  • Knowledgebase management.
  • Escalate unresolved problems to a higher level of support.
Device Support
  • Procurement and leasing support for computers, monitors, laptops and network printers. This includes consultation, quotation, order coordination, central receiving, and secure physical storage of received merchandise
  • Return of leased computers and laptops (drive removal or wiping, packaging and cost of shipping)
  • E-Waste disposal coordination with outside third party
  • Workstation imaging and deployment of new computers and network printers
  • Hardware deployment, upgrades and moves
  • Vendor support coordination for equipment still under warranty or service contract
  • Hardware needs assessment, evaluations, and recommendations
Endpoint Management
  • Consulting, needs assessment, evaluation of available hardware/software, advice and recommendation on purchase
  • Provisioning, imaging and deployment of computers and other end-user devices
  • Automated push of updates and patches to end-user hardware/software platform
  • Vendor and contract management
Enterprise Resource Planning (ERP) Systems
  • Resource Planning (CGI-Advantage): Financials, Human Resource Management, Performance Budgeting, Vendor Self Service, Employee Self Service and infoAdvantage Reports.
  • Document Management System (SharePoint): Document management system with document Imaging, workflow integration with MS Outlook, advanced document search and web interface for public access.
  • Agenda Management Systems (Granicus): Legistar, Media Manager, Live Manager and iLegislate to manage meeting agendas and the minutes, including archival of the meeting agenda, minutes, videos and other meeting materials.
  • Insight-Onboard-Learn-Perform (NeoGov): Application suite for recruitment, employee onboarding, performance management and learning management.
  • Custom Enterprise Applications: Custom built enterprise solutions such as Enterprise Contract Management (eCMS), Electronic Personnel Action Form, HR Task Tracking System, etc.
Business Intelligence
  • Needs assessment, evaluations and recommendations
  • Data analytics and report development
  • PowerBI vendor, contract and license management and administration
  • Training on data maintenance and use of PowerBI reporting tools
  • Implementation, troubleshooting and problem resolution
Database Services
  • Proactive database management including performance monitoring, alert management, setting up maintenance plans, backups, restoration and recovery.
  • Consulting services for database (DB) design and data conversion.
  • User and security management.
  • Periodic DB recovery exercises to ensure integrity of backups.
  • Data extraction, transformation and loading (ETL) and data cleansing.
  • Scheduled execution of automated data interfaces.
  • Capacity planning and performance tuning.
Custom Applications Development
  • Application needs assessment, evaluations and recommendations
  • Department application development, documentation and training
  • Mobile application development & support
  • System integration and vendor interfaces
  • Application troubleshooting and problem resolution
GIS/Location Intelligence
  • Vendor and contract management
  • License management and administration of access to the GeoDatabase
  • Systems and applications maintenance, upgrades and patches
  • Unmanned Aerial Systems (UAS) data processing, visualization and hosting
  • Requirements analysis, solution definition, development and support for GIS applications
  • Coordination of GIS users and project management of GIS projects
  • Technical Advisor and Liaison to Department Head GIS Subcommittee
  • In-house and vendor-supplied instructor-led GIS training for County GIS users
Document Management Services (DMS)
  • Consulting, requirements analysis and solution definition.
  • Configuration and customization of department DMS on SharePoint Online.
  • Adequate storage for records in SharePoint document repository
  • Secure scan to DMS.
DocuSign
  • DocuSign Account dedicated to the County department, agency or organization
  • Electronic storage of documents with audit trail stored in DocuSign secure cloud
  • Requirements analysis, solution definition, development and support for custom forms and workflows
  • Access to DocuSign University Learning Portal
  • Custom training for Department DocuSign Administrators, senders and users. DocuSign University Learning Portal
  • Vendor and contract management
ServiceNow
  • Vendor and contract management
  • License management and administration of *fulfiller users
  • Systems and applications maintenance, upgrades and patches
  • Custom development, configuration and maintenance of ServiceNow demand, incident, request and project management modules for the use of a specific department
  • Custom training for Department DocuSign Administrators, senders and users. DocuSign University Learning Portal
  • Vendor and in-house training for department users and fulfillers
SharePoint
  • SharePoint Site Collection dedicated to the County department, agency, project team or work group
  • Requirements analysis, solution definition, development and support for custom forms and workflows
  • Custom in-house and curated online training for Department Site Administrators and users
Web Development
  • Website hosting and use of County’s standard website development, maintenance and management and reporting tools
  • Requirements analysis, assessment, planning, and website development and launch
  • Graphics design to enhance visual content of applications, websites, as well as electronic and print media
  • Periodic Web Accessibility Issues report
  • Training in the County’s standard web management tools for content management system, quality assurance and web analytics
  • Vendor and contract management


1590 Moffett Street Salinas
California 93905

Tel. 831.759.6900

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