Challenge
A major municipal emergency communications and public safety organization supports disaster response operations, operates 911 and 311 call centers, manages thousands of city-owned surveillance cameras, and coordinates traffic and public safety education. Designed to handle millions of calls each year and staffed by hundreds of employees, the organization depends on highly reliable technology to support first responders and partner agencies.
Leadership required a managed services partner capable of delivering dedicated, onsite 24x7 IT support for a complex environment that included data centers, end-user computing, networks, help desk operations, security, and service management. The IT environment also supported more than 160 mission-critical public safety applications and a large-scale fiber and video infrastructure. System availability, rapid response times, and strong security controls were essential.
Solution
The organization partnered with a managed services provider to deliver comprehensive, SLA-driven IT services tailored to public safety operations.
A dedicated onsite team was deployed to support both Windows and Linux server environments, enterprise networks, and end-user systems. Service management and monitoring were integrated through ServiceNow, providing consistent incident handling and real-time visibility into system performance.
The provider also supported the organization’s emergency operations center and enabled secure connectivity with nearly 100 external agencies, including federal, state, and local law enforcement and emergency response partners. In preparation for large-scale public events, the team expanded staffing and strengthened infrastructure to ensure continuity of operations under peak demand conditions.
Services Delivered
- Dedicated onsite IT support resources
- Linux and Windows server support
- 24x7x365 help desk services designed to resolve the majority of issues on first contact
- End-user computing support for approximately 500 desktops
- Network services for enterprise switching, routing, and municipal fiber infrastructure
- 24x7x365 Network Operations Center (NOC) monitoring integrated with ServiceNow
- Data center operations and support for 160+ public safety applications
- Security vulnerability management and endpoint security
- ServiceNow development, administration, and self-service portal
- Program, asset, and change management services
- Audio-visual systems and classroom technology support
- Support for emergency operations and multi-agency connectivity
Benefit
Following a successful transition from the previous provider, the organization achieved full operational support with 100 percent SLA compliance. Service consistency and accountability improved across all areas of IT operations.
Average help desk call handling time was reduced from 11 minutes to six minutes, improving response times for frontline personnel. Network redundancy was added to eliminate single points of failure and strengthen system resilience. The scalable support model also enabled expanded public safety operations for major national events, ensuring reliable technology services during periods of heightened demand.
