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County IT report: shared-services helpdesk saved municipalities thousands; 2026 projects outlined
Summary
Washington County IT staff reported early shared-services ticketing data and estimated vendor-cost savings (about $76,000 based on 426 support hours), outlined priorities for 2026 including replacing Citrix (projected savings of at least $50,000 annually), upgrading phone systems, migrating to cloud services, and supporting county-wide applications.
Joel, the county’s IT presenter, gave the committee an annual IT shared-services review and a preview of major 2026 projects.
Joel said the IT shared-services group developed an estimated-value formula based on the number of devices a municipality manages (routers, switches, servers, desktops and tablets), and that the county began tracking support tickets in mid-2025. He said the shared-services help-desk handled about 426 support hours in Q3–Q4 and that, using a conservative market rate of $180 per hour for external vendors, that equates to “over $76,000…
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