2014-09-04 Cost of Government Commission Minutes

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through an organization we also drew the line because it used to be like the manager would say, “Give me the new PC then take mine and put it there and take that one and put it there.” And we’re like, “We’re not moving around three PCs for that so we’re going to replace the oldest ones first, Windows 7s would come next as the oldest one comes off the line.” So we’re kind of, trying to really hold that line to make sure that they get to the people who need it. Ms. Maddox: Thank you. Ms. Kierkiewicz: How many people are in your department? Mr. Jacobs: Put a guess on it could be one or two positions about 20, 21. Ms. Kierkiewicz: Do you need more workers? Mr. Jacobs: Yes. We have four people in the Helpdesk and we support 1,500 users. Ms. Kierkiewicz: Four people at Help? Mr. Jacobs: For Helpdesk. Ms. Kierkiewicz: Oh my God. Mr. Jacobs: And that includes the West Hawai‘i side. That’s the total County wide, for the County. So yeah it’s very, we’re very busy. Our turnaround time right now on Helpdesk tickets maybe two weeks, depend. Ms. Kierkiewicz: Wow. Mr. Jacobs: So it’s difficult. We, we’re working on, on we did just get a new position that we’re filling which is helping, but it’s still tight, very tight with that. We did because we knew we could need some extra people for the deployment because we do have an open hire level position, we’ve been using some student hires from the university to help us deploy the PCs and that’s a huge help, they’re kind of temporary hire, they come in as we need them and their helping us get those PCs out on the floor. Ms. Maddox: And do some training at the same time as oppose to? Mr. Jacobs: We’re doing a little of that now. What we did for training is this time last year I guess it was December of last year we got a call from a online training company whose normal product was $5,000 and six people get trained, but they said we have a one time special offer for $5,000 you can train as many people as you want for a year. So I said, “Sign me up.” So we’ve had and then we opened that up to the general population not just IT because they would also train on the office products and things like that. And I think to date we’ve had about 83 people complete training and we have until the end of December on this. I did the math on it was like a $155,000 worth of training that we got for $5,000. 10