Challenge
A major U.S. city, serving approximately 2.7 million residents and employing 30,000 staff, sought to improve the efficiency and effectiveness of its IT services across 37 operating departments. The city required a partner with deep expertise in IT infrastructure, end-user support, data network management, and security to ensure reliable, scalable, and secure technology operations.
The organization faced the challenge of managing complex, multi-site operations that included thousands of endpoints, multiple data centers, extensive cloud deployments, and high-volume help desk needs. Additionally, critical public safety departments required specialized support, and the city sought a partner capable of delivering these services under strict service-level agreements while driving continuous improvement.
Solution
A comprehensive Managed IT Services program was deployed, providing end-to-end infrastructure and user support. The team managed data centers, multi-cloud environments, and end-user computing devices, while executing OS and application patching, endpoint security, and office relocation projects. Specialized support was provided for public safety departments, ensuring uninterrupted operations for emergency management, law enforcement, and aviation systems.
The program also integrated 24x7x365 help desk and network operations center services, leveraging ServiceNow for ticketing and workflow management. Cross-functional support including program management, asset management, and change management ensured coordinated, SLA-driven service delivery across all departments. The solution combined immediate operational support with a framework for continuous service improvement and innovation.
Services Delivered
- Program and project management
- Data center management across 5 sites, 1,400+ servers, 3.5PB storage, and AWS, Azure & OCI cloud services
- End-user computing support for 18,500+ desktops, laptops, and tablets; Dell warranty fulfillment
- Deployment of 5,000 PCs in 2023
- Office relocation support for 700 users
- OS and application patching, endpoint security management
- Data network management, including firewalls, F5, and Infoblox
- 24x7x365 help desk services (~6,800 calls/month)
- 24x7 Network Operations Center integrated with ServiceNow
- Dedicated support for key public safety departments (OEMC, CPD, CDA)
- Continuous service improvement and innovation initiatives
Benefit
The program successfully assumed full day-to-day IT support within just four months, with SLA enforcement beginning in the seventh month of a 60-month contract. The city achieved reliable, consistent, and scalable IT operations across all departments, enhancing productivity and service delivery for employees and residents alike.
The solution also provided specialized, high-priority support for public safety departments, ensured compliance with IT standards, and established a framework for ongoing innovation and continuous improvement. This strengthened the city’s overall technology resilience and operational efficiency.
