ServiceNow San Diego Upgrade for Major City
SDI helped one of the largest cities in the United States upgrade to the ServiceNow San Diego release, making the latest platform features available with...
SDI has a team of 27 staff members deployed across a City’s Public Safety Headquarters and its 911 Center. The team hosts the operational and data tracking systems along with the network that they run on. SDI has dedicated personnel at each site working with the City for 24/7/365 support. Responsibilities for the dedicated LAN and WAN teams for IT operations range from help-desk support to crisis-response support. The team supports servers that run continuously to facilitate day-to-day operations, such as squad-car video, body-worn cameras, Microsoft applications at districts locations, communications between firehouses, 911 call-center support, and maintenance/repair for all PCs and peripheral equipment for 911 calls.
The City wants a safer city for its residents and visitors. As part of this, the City needs day-to-day operational support and upgrades to new technologies, including an anticipated CPD desktop refresh for end-of-life computers. With the onset of COVID-19, City leadership decided to split the 911 call center into smaller silos to mitigate the risk of an outbreak.
SDI adapted to the pandemic and fluid circumstances, providing continuous support for the City’s 911, police, and fire department locations in a remote capacity. SDI and the client created and executed an effective plan to swiftly accommodate their changing needs while continuing normal service. We minimized person-to-person contact by reducing from 27 staff on-site to 3-person rotations (3 on-site and 24 off-sites) while supporting 3 additional sites.
Services delivered but not limited to include:
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