City of Indianapolis-Marion County

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

Bell Techlogix assembled a local team to support this five-year partnership. 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 security posture, and streamline processes all while keeping the end-user experience top priority. Bell Techlogix partners with ISA to advance its digital journey by implementing easy-to-use self-service capabilities, upgrading tools and technology, and leveraging automation and RPA to improve processes such as access requests, Problem Management, Change Management and Major Incident Management. Bell Techlogix robust Knowledge Management practice has been key to maturing IT operations and providing an exceptional user experience to City-County employees.  

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 (2019) and 3.8 (2020 and 2021) 
• Awarded over $2M of additional Project work including, Data Center Migration, Zero Touch WIN 10 upgrade, assessment and implementation of user devices for new Cisco UCM telephony system, networking engineering for the new Community Justice Campus (CJC), Field Service support for employee moves to the CJC, ServiceNow APM module implementation, Microsoft Cloud Management Gate implementation, network upgrades, and optimization, and additional workstation engineering, field services and service desk support at the onset of the global COVID-19 pandemic and stay at home orders.