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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
Photo Caption
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