Get Full Government Meeting Transcripts, Videos, & Alerts Forever!
Get email alerts on the Technology topic
No spam. Unsubscribe anytime.
Richland County IT reports rising help-desk volume; committee asks for survey of device problems
Summary
County MIS reported rising help-desk tickets and discussed persistent iPad syncing and document issues; committee asked staff to survey supervisors and consider laptops if problems persist.
The Richland County Executive and Finance Standing Committee heard a technology update from MIS on May 13, 2025, that showed help‑desk ticket volume rising and continuing problems with supervisors' iPads.
MIS technician Jason presented a summary of help‑desk tickets over recent years and said the current pace could push total annual tickets close to 4,500 if trends continue. Jason said most tickets are routine help‑desk requests — ranging from peripheral failures to agenda uploads and phone issues — and that some day‑to‑day duties do not always generate tickets.
Committee members reported repeated problems with iPad syncing, attachments not opening, and small screens making spreadsheets hard to use. Supervisor Gill said his iPad “has never worked properly,” and several other supervisors said they have experienced intermittent syncing or document‑format problems. Jason and other MIS staff said they would produce a document explaining the sync process and troubleshoot open tickets; John and Quentin were named as staff who will contribute.
Committee members discussed whether to replace iPads with laptops. County staff estimated a full laptop rollout for supervisors would cost roughly $30,000–$35,000 (the most recent laptop purchase cited at about $1,500 each; iPads about $350). MIS staff cautioned that laptops would introduce new mobile‑device management and security needs and potential additional costs. Jason said the county uses mobile device management (MDM) on iPads to allow remote wipes and to manage security.
Chairman and administrators agreed to produce and distribute a short survey to all supervisors to document device problems and gauge willingness to try laptops; the survey will be emailed and staff will attempt targeted troubleshooting where tickets exist. If a majority requests laptops, staff indicated they would return with a budget request for consideration in the 2026 budget development process.
The committee asked MIS to improve proactive email communications when system updates occur and to follow up with supervisors after support actions are taken. The committee did not take formal action on purchasing decisions at the meeting.
