The Information Technology Services Bureau (ITSB) continues providing technology infrastructure support for the MDPD delivery of essential services including provision of the telecommunications network, personal computers, email communication, customer service center, and security. The department’s Enterprise Network consists of the Headquarters Complex and 51 remote sites, 4,500 personal computers, printers and peripherals, 143 servers, for more than 5,000 users.

The Bureau offers technical expertise for training programs and major events such as the Super Bowl, Job and Youth Fairs, Command Post operations, and for hurricanes and natural disasters.
Additionally, in order to facilitate productivity improvements and to accommodate the increasing reliance on automated solutions while protecting the department data assets, the Bureau continues to implement new technologies such as wireless access for mobile operations, intrusion detection and virus protection to prevent unauthorized network access, data encryption for sensitive information, and high speed data communications for graphic intensive web based applications.  .   

The MDPD Help Desk responded to more than 20,000 service calls, and replaced more than 1,000 obsolete personal computers and printers with current technology industry standards. Additionally, “Track-It” a new Help Desk customer service center application has been implemented which has streamlined equipment inventory administration, is providing performance metric reporting for service delivery improvements, and provides a technical knowledge repository that will assist in more rapid problem resolution.  This system will allow the users to generate and view the status of their service calls and work orders on-line, and to respond to random surveys regarding technical services.

TOP