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IT seeks three on‑call positions to support 24/7 dispatch and plans cloud migration for core systems
Summary
Information Technology requested three new help-desk Tech I positions to provide one-hour on-call support for the consolidated dispatch center and proposed a cloud migration of the county’s ERP (Tyler) with an ongoing annual cost.
County IT requested funding for three new Tech I help-desk positions to support a 24/7 dispatch environment and outlined proposed technology capital projects including a planned cloud migration of the county enterprise system.
IT leadership said the consolidated dispatch center needs a guaranteed on-call help-desk response within one hour. To provide that service while limiting burden on existing staff, IT proposed three Tech I positions whose costs would be split (IT general fund 80% / dispatch 20%) and rotated for on-call coverage. The department described the on-call role as a requirement to answer dispatch technology calls quickly and to provide first-level troubleshooting; higher-tier fixes would still follow escalation procedures.
IT also described planned capital and maintenance work: an annual increase to maintenance contracts tied to multi-year renewals, an estimated $170,000 per year to move the county’s Tyler ERP to a cloud-hosted model, a proposed modular uninterruptible power supply (UPS) for the data center to improve mission-critical reliability, and a queue of infrastructure refresh projects (storage replacement, PC refresh and a secure hard-drive disposal program). The director said the county will phase work to avoid unnecessary single-year spikes and will monitor the dispatch integration to determine whether higher-level, 24/7 engineering support becomes necessary.
The commission discussed the difference between a one-hour response and full issue resolution, warranty and vendor service level agreements, and the need to design on-call compensation and call-out minimums. IT staff said they plan to monitor the first year of the dispatch transition and return with refined staffing and SLA proposals as real-world demand is measured.
