Shelby County, Iowa
Who is the customer?
The Shelby County local government oversees a county of approximately 13,000 people.
Overview of Solution
HTS and Shelby County worked together to created a managed services solution where HTS would take over full time responsibilities for managing their network.
What do they say?
"Shelby County has been using HTS' Managed Services for the past few years with great results. It has all but eliminated our down time and increased our efficiencies overall. I would recommend these services to anyone."
Marcia Carter, Shelby County Auditor
Customer Pain
Shelby County was in need of full time assistance but the budget was unavailable for an onsite staff member who could concentrate on their IT needs.
Assessment
HTS and the County Auditor examined the needs and wants of the county. It was determined that their current plan was not what they needed and was inefficient in nature. Oftentimes, simple fixes would have to wait until a technician became available
Vision and Solution
Being an often fast-paced environment, it was crucial that all their systems were up and running at any given time. They have a wide array of software vendors that deal with their various governmental programs so it was important that we develop a plan that would allow HTS to be able to respond quickly and be able to deal with third-party vendors.
Implementation
HTS developed a managed services plan that allowed for immediate response to even their simplest of problems via a ticketing system that anyone in the office could fill out and submit. An HTS technician would be immediately assigned to the ticket and quickly fixed remotely, or, if it was determined that it was needed, a tech would be dispatched onsite to fix the issue. Due to the nature of their business, Emergency Management Services were given top priority on service calls to ensure smooth operations and 100% availability of their services to the public.
Customer Impact
Shelby County has become a far more efficient work environment since the Managed Services Plan has come into place. Issues are fixed almost instantly. Spending hours on the phone with a vendor has become a thing of the past since HTS has taken over the responsibilities.