Challenge
One of the nation’s largest municipal public safety organizations required a dependable IT services partner to support critical operations across a complex, high-demand environment. With thousands of sworn officers and civilian employees relying on technology every day, system reliability and rapid issue resolution were essential to mission success.
The organization needed comprehensive infrastructure services spanning data centers, end-user computing, networks, help desk operations, and service management. In addition, leadership sought a partner capable of supporting specialized public safety systems and large-scale technology refresh initiatives without disrupting front-line operations.
Solution
The organization engaged a managed IT services provider to deliver enterprise-wide infrastructure and end-user support under a structured, SLA-driven model.
Following a rapid transition phase, the provider assumed responsibility for day-to-day operations across data center services, desktop and mobile device support, network services, and help desk functions. Service management processes were standardized through ServiceNow, with customized asset management to support specialized equipment such as radios and body-worn cameras.
The team also executed major modernization initiatives, including a large-scale desktop refresh completed in a compressed timeline. Dedicated support resources were assigned to key public safety departments to ensure continuity of service for mission-critical systems. Continuous service improvement practices were established to drive ongoing innovation and performance optimization.
Services Delivered
- Program and project management services
- Data center management, including 400+ servers and approximately 1 PB of storage
- End-user computing support for 7,000+ desktops, laptops, and tablets across 25 locations
- Desktop refresh of more than 5,000 PCs completed in seven months
- ServiceNow customization for asset management, including end-user devices and specialized public safety equipment
- 24x7x365 help desk services designed to resolve the majority of issues on first contact
- 24x7 Network Operations Center (NOC)
- Dedicated IT support for key public safety and aviation departments
- Continuous service improvement and innovation
Benefit
The provider successfully assumed full operational responsibility within four months, with SLA enforcement implemented by month seven of a 60-month contract. This rapid transition established a stable, accountable support model for critical public safety systems.
The organization now operates with a reliable and scalable IT services foundation that supports both day-to-day law enforcement activities and long-term modernization efforts. Improved service consistency, faster issue resolution, and standardized processes have strengthened operational readiness while reducing risk across essential public safety operations.
