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Terrell IT staff report progress on digital front door, ticketing and cybersecurity; council asks for private briefing on ransomware defenses
Summary
Assistant city manager and contracted CIOs gave an annual IT update: about 2,460 tickets handled last year, average resolution time ~22 hours, 64% first‑contact resolution; Digital Front Door and Tyler/Munis milestones reached; council asked staff for a closed briefing on ransomware preparedness.
Terrell’s IT contractor and virtual chief information officer briefed the council on Feb. 11 about a year of infrastructure and application work, the city’s ticketing metrics and next steps in the Digital Front Door (DFD) program.
Assistant City Manager Mark Mills introduced John Cross, the city’s virtual CIO, and Trace Brown of True North, the contracted IT services provider. Cross told council the team processed roughly 2,400–2,500 IT tickets in the last year (about 10 per day) with an average resolution time of about 22 hours and a first‑contact resolution rate of about 64%. Staff said the organization meets…
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