24/7 IT Support Program

Delivered FY 2013/14

Expanding access to city services to anyone, at any time, from anywhere (responsive, accessible, and mobile) is a primary mission of the City’s Digital Strategy which focuses on delivering simple and clear ways to get city services. Key strategies for improved access are listed here:

• Deliver simple and clear ways to get services
• Provide more services from multiple IT channels
• Ensure technology Investments are leveraged
• Open up our IT resources to the public

Program Overview: In alignment with the citywide effort to consolidate IT services and provide consistent support, a citywide after hours IT team was established to provide IT support to business units who operate after hours and on weekends. The team is comprised of Regional IT staff and is rotated weekly to provide on-call IT support.

The program has been successful! City staffs requiring after hours assistance now have one phone number to call for IT support. Departments/divisions that take advantage of this program are: 311 Call Center, Animal Shelter, Sacramento Marina, Sacramento Convention Center, Fleet and Utilities.