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IT director and auditor’s office review ITD consolidation, ticket backlogs and service levels
Summary
IT Director Margaret Brisbane and commission staff told the ad hoc committee May 15 that consolidated IT services aim to provide standardization and backup resources, but ticket data show a wide spread in closure times and staff pledged follow‑up analysis.
The ad hoc committee examined the county’s consolidated Information Technology Department May 15 after commissioners raised concerns about ticket response times, prioritization and billing for enterprise departments.
Margaret Brisbane, ITD director, described a 12‑year consolidation effort intended to standardize services and provide resource backups across departments while leaving department subject‑matter staff in place. “Although we are consolidated, we have left in place the teams that were there before,” she said, adding that consolidation provides backup resources so departments are not left without service when staff are unavailable.
Commissioner Regalado raised performance and prioritization concerns for forward‑facing departments that rely on timely IT support for permitting and customer service. The committee asked for a clearer presentation of the department’s MOU and service‑level agreements, project prioritization and the distinction between incident tickets and longer‑term work orders.
A review prepared for the commissioner's office and presented by staff analyst Yankajokudmi examined the Remedy ticketing data and found a broad distribution of ticket durations: many incidents close in a day while some work orders or projects extended for more than 1,100 days. The presenter characterized these numbers as preliminary and said staff are collaborating with ITD to identify reasons for long durations and to separate incident tickets from multi‑phase projects.
Commissioner Regalado and others pressed whether enterprise departments — which have statutory constraints on use of their funds — are effectively double‑billed through both a general IT fee and incremental human labor charges. Brisbane said ITD provides both billable and nonbillable services and agreed to work with commissioners and departmental staff to clarify MOUs, service definitions and billing flows. “There is an incident, someone calls and says my password isn't working versus I need to purchase a new system … the dates may differ,” Brisbane said.
The committee asked ITD to return with a more detailed briefing showing MOU terms, the ticket lifecycle analysis (separating incidents from projects), and an explanation of enterprise fee structures to ensure transparency and avoid duplicate charges.
No formal committee action was taken; staff will provide additional analysis and ITD will present a deeper briefing at a future committee meeting.
