2021

Director’s Message

The modern workplace continues to evolve through disruption as well as planned events. Worldwide events like COVID-19, and the continued digitization of our lives, have drastically impacted how we work. As consumers, we have all experienced new services and products that were only imagined before, and that now are expected. COVID-19 aside, government organizations have been slower to embrace disruptive changes. Technology can inform and enable our decisions as we move into a new IT service environment. Our changing workplace will require both dedicated investments and focused leadership. Ours is the department that won first place in the national Digital Counties survey for counties with 500k-1M residents in 2019 and placed 3rd in 2020. A

dedicated focus on continuous improvement will enable us to execute on our mission. Our staff is highly experienced, and the county IT infrastructure is strong and well managed. These are foundational elements for our ability to deliver on our next set of strategic initiatives.

~ Viggo Forde, CIO/Director

IT SERVICE CATALOG Snohomish County Department of Information Technology

Core Services:

• Customer & Workstations

• Line of Business Application Support

• Line of Business Enterprise Applications

• Enterprise Technology

• Enterprise Records & Business Solutions

• GIS and Data Analytics

2021

CUSTOMER & WORKSTATION

Workstation, Service Desk, Retail Software

Standard Workstation - $1,480

Premium Workstation - $1,795

Engineering Workstation - $2,175

Rugged Laptop - $2,140

Kiosk Workstation - $470

Event Workstation - $110

Custom Workstation – workstation rate + $970

Custom Self-Support – custom workstation - $530

Telephone/Unified Communications - $140/x phone #

Email and SharePoint Only - $750 per account

Email Only - $95 per account

SERVICE RATES

We equip, maintain and support county workstations and standard software tools.

We take pride in providing:

• IT strategies that enable communication and promote partnership

• Reliable wired/wireless network & remote access to county data and systems

• Scheduled updates of workstations through our Technology Replacement Program

• Reliable support via our integrated Service Portal

IT Support Portal:

https://

support.snoco.org

CONTACT US:

We provide county employees and agencies with workplace technology, quality operations, excellent customer service, and industry recognized expertise that meets the day-to-day expectations of our end users.

(425) 388-3378

Our Work

Enterprise applications are those that benefit our entire county organization and are considered critical to successful operations. Examples include Finance, Payroll, Tax, Web, and Training. Our team supports these critical applications by providing incident response, maintenance, enhancements, upgrades/patching, system administration & configuration, system integration & reporting, data analytics & business intelligence. Application Administration

• User/account management & provisioning • Deployment of software and security patches • Application and data backup • Storage utilization monitoring

Application Support

• Application integration support (interfaces, data extracts, data transfers)

• Deployment of basic software upgrades • Implementation of necessary infrastructure

upgrades • Business Intelligence & Data Analytics

Vendor Coordination & Administration

• Vendor contract administration • Vendor service-level management • Applications upgrade management &

coordination • Operational change management • Vendor-led end user training coordination

Application Maintenance & Planned New Development

• New feature and function development • Functional and technical feature design • Building new application/custom interfaces • Application/utility acquisition and

implementation

SERVICE RATE

$1,178 per FTE

LINE OF BUSINESS

ENTERPRISE APPLICATIONS

Critical Application Support, Data Analytics & Reporting

SERVICES

• Incident Response • Upgrades & Patching • Integration & Reporting • Administration • Support & Maintenance • Vendor Management • Data Analytics & BI

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SERVICE LEVEL AGREEMENTS: Customized support based on

department defined needs: SLA Bronze SLA Silver SLA Gold

ANNUAL COST $2,499 $8,856 $19,963

APPLICATION ADMINISTRATION

User/account management and provisioning ✓ ✓ ✓

Deployment of software and security patches ✓ ✓ ✓

Application and data backup ✓ ✓ ✓

Storage utilization monitoring ✓ ✓ ✓

APPLICATION SUPPORT

Application integration support

(interfaces, data extracts, data transfers) ✓ ✓

Deployment of basic software upgrades ✓ ✓

Implementation of necessary infrastructure upgrades ✓ ✓

Business Intelligence and Data Analytics ✓ ✓

VENDOR COORDINATION AND ADMINISTRATION

Vendor contract administration ✓ ✓

Vendor service level management ✓ ✓

Vendor Tier 2-3 coordination ✓ ✓

Application upgrade management and coordination ✓ ✓

Operational change management ✓ ✓

Vendor-led end user training coordination ✓ ✓

APPLICATION MAINTENANCE AND PLANNED NEW DEVELOPMENT

New feature and function development ✓

Functional and technical feature design ✓

Building new application/custom interfaces ✓

Application/utility acquisition and implementation ✓

LINE OF BUSINESS

APPLICATION SUPPORT

Incident Response, Developments and Enhancements, Reporting

ENTERPRISE TECHNOLOGY

Delivering secure, reliable, & established technology services

Technology Infrastructure & Integrity System servers

Cloud services

Data center operations

ITIL change management process

Quality control

Platform Services IaaS vendor management

PaaS vendor management

Cloud services integration

Cloud services incident response processes

Telephony Infrastructure & Carrier Administration SIP infrastructure maintenance and support

Long distance service

E-911 services for emergency responders

Fax / alarm lines

Enterprise Cyber Security Security infrastructure monitoring, reporting and alerting

Regulatory compliance (CJIS, HIPAA, PCI)

Risk analysis and associated insurance costs

Cyber threat incident response planning

Cyber threat predictive monitoring and analytics (2018 pri-

ority package)

Data Storage High speed database storage

Unstructured data storage (office files/images)

Data backup services

Networks & Connectivity Local Area Network (LAN) (internal network)

Wide Area Network (WAN) (external network access)

Wireless 802.11x (public and secured)

IGN/LGN Access (Inter Government Network/Local Govern-

ment Network)

Disaster Recovery System backup and recovery

SERVICE RATE

$1,670 per FTE

We deliver, maintain and support County

infrastructure as a service (IaaS), instant

messaging, telephony, video conferencing, cyber

security, backup, disaster recovery, and overall

operational integrity.

SERVICE RATE

$1,486 per FTE

Our Work

Many of our service functions are required by county code, and deemed essential, in nature. These include a variety of specialized professional and administrative services. Our services include conversion of paper and microform records into electronic searchable formats, archive records management, production copy and printing, mail processing and distribution, IT procurement & financial planning, contract negotiation & maintenance, and software licensing compliance.

Service Areas:

• IT Budget Development

• IT Asset Management

• Annual Financial Reporting

• Records Scanning

• Records Retention

• Printshop & Mailroom

ENTERPRISE RECORDS & BUSINESS SOLUTIONS

IT Finances, Contracts, Document Control, Mailroom

Technology Planning and Reporting • Strategic technology development & execution • Annual technology reporting • IT budget development • Multi-year IT project fund accounting

IT Asset and Contract Management • Asset and inventory management • Software license administration • Vendor contract administration • Contract negotiation • Technology purchasing support

County Records Center • WA State compliant records management • Secure, accessible records storage facility • Authorized records destruction • Archival records research services • Records post-retention destruction

Document Scanning Management • Large format scanning/filming • Pickup and delivery services

Copy, Print, and Mail Services • Countywide copy and printshop center • County mailroom operations

GIS Software Provisioning

• ArcGIS software licensing requisition • ArcGIS software configuration &

deployment • ArcGIS database configuration &

security

Productivity Software & Tools • ArcGIS desktop productivity tools • ArcGIS workstation productivity tools • ArcGIS server ownership & productivity tools • ArcGIS geodatabase productivity tools • ArcGIS online (cloud) productivity tools

Recurring Support & Maintenance • ArcGIS software licensing contract

renewal • ArcGIS software release upgrade • ArcGIS enterprise data updates • ArcGIS data load from departments • ArcGIS enterprise vendor management • Development and maintenance of

integrated solutions

Tier 3 Support • GIS user issue review & escalation • GIS software and application

troubleshooting • GIS individual user account assistance • GIS custom mapping for Law and Justice

program

Governance Services • GIS governance leadership committees • GIS service commitment by IT and

departments

GIS SERVICES

Data Reporting, Analytics, & Web Services

SERVICE RATES

Graphic information system data transformed into information that enables better informed business decisions for the county enterprise.

• Enterprise: $125 per FTE

• ArcView: $1,039 per user

• ArcInfo: $13,750 per user

Cost Drivers:

• Cost of licenses & database tools

• Cost of data support services

• Enterprise GIS Team

• Orthophoto imagery acquisition