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Town IT vendor reports fast ticket response; cybersecurity review and park camera upgrades planned
Summary
Tom Fox of Exos reported that embedded IT services resolved 248 tickets in the last 90 days with an average response of about 11½ minutes and completion within eight hours. XO Specialties requested a May briefing on cybersecurity upgrades that could carry infrastructure costs; park camera installations are underway.
Tom Fox, the town’s embedded IT resource from Exos, told the council on April 1 that IT support tickets are being handled rapidly and that the town faces potential infrastructure costs if it pursues recommended cybersecurity and network consolidation upgrades.
Fox reported that over the last 90 days Exos handled 248 tickets with an average response time of about 11½ minutes and completion of each ticket within roughly eight hours. "His response time for any of our tickets over the last 90 days was 11 and a half minutes response with a full completion, of every ticket within 8 hours," the presenter said.
Council members were briefed that XO Specialties, a contracted vendor, would like to meet with the council in May to present findings and proposed cybersecurity work. Town staff described potential costs for infrastructure upgrades such as network switches and laptops and said some discussion may be appropriate in an executive session because of the sensitivity of cybersecurity details.
Separately, staff reported that park camera installation had begun and was expected to be completed by Friday. Staff said the camera work and planned network improvements aim to reduce siloing between police, government center and parks systems and provide a more seamless access-control and file-sharing environment.
No formal procurement decisions were made at the April 1 meeting; staff said they wanted to brief the council ahead of budget season to identify potential costs.
