City of Indianapolis-Marion County

Client Profile

The City of Indianapolis-Marion County is the 17th largest city in the U.S. with more than 3,000 public safety employees, 40 agencies and over 7,500 employees. The City-County’s IT system is managed by The Information Services Agency (ISA). Much of the technical responsibilities have been outsourced to managed services agencies since 1995.

Devices: 8,800
Infrastructure Devices: 1,100
Tickets per month: 4,120

Challenge

ISA requested bids for management of the City-County IT Infrastructure services including, ServiceNow implementation and ongoing administration and management, Service Desk, Knowledge Management, Deskside Support, Depot Services, Walk-Up Support, Data Network Services, Data Center Operations, Remote Infrastructure Monitoring Major Incident Management, and IT Asset Management.

After a six-month procurement process, Bell Techlogix was chosen from nine applicants, ranging from global organizations to local businesses, to manage the City-County’s IT infrastructure services. The partnership, which began in fall 2019, is the first time in 25 years the City-County has awarded its IT contract to an Indianapolis-based company.

Solution

Bell Techologix assembled an all-local team to support this five-year project. The first phase included transition of service, which was completed on time and without any disruptions. In addition, the Bell Techlogix team implemented the ServiceNow platform with no impact on operations and services.

Bell Techlogix continues to collaborate with the Information Services Agency, to optimize the network, improve operations and advance its digital journey by implementing easy-to-use self-service capabilities, improvement to processes such as access Requests, Problem Management, Change Management and implementing new automation and RPA technologies.

Results

  • Overall smooth transition of service and Go-Live
  • No major disruption of service since the transition date
  • Average End-User CSAT was 3.7 (Q4 2019) was 95.4%.