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The city's information services department uses Numara™ FootPrints® to automate the process of helping users in the city's 23 office and 65 patrol cars with computer, phone and other technical issues, so they can continue providing the highest level of service and protection to the residents of Ontario.
Key Requirements A centralized knowledge base to store issue data and solutions for access and sharing by key personnel was a top need for the City’s help desk. “There’s a lot of information in my head that could help the whole team,” commented Dale Wishner, The City of Ontario's Information Services Technology Supervisor. “Numara FootPrints lets me share my personal knowledge base with the entire department and continuously expand it with new data and solutions. This has shortened the learning curve as well as our response times.” Wishner looked at other help desk packages, and briefly used Blue Ocean’s Track-It!® – but it offered limited flexibility, couldn’t build a knowledge base, and did not offer a browser interface. Wishner also looked at FrontRange’s HEAT®, but found it was too complex and expensive, with extra functionality he didn’t need. Numara FootPrints was a better fit to support the City’s specific needs. The Numara FootPrints Solution @ The City of Ontario Wisher deployed Numara FootPrints on a Microsoft® Windows NT server, using Numara FootPrints’ built-in database. Installation was “a breeze,” according to Wishner. Employees could start using the system immediately, without programming, database administration, consulting, or training. Looking ahead, Wishner plans to migrate to Microsoft® Windows 2000 and Microsoft® SQL Server 2000, leveraging Numara FootPrints’ flexibility to work on any platform. Numara FootPrints supports 500 desktops in locations around the City, varying from Windows 95 to Windows 2000 Pro. This includes the mobile data computers in 65 City police cars. Within the IS department, Numara FootPrints is used by PeopleSoft® analysts and DBA users to track software issues, and by the Geographic Information Systems (GIS) staff to manage map requests.
Wishner and his team customized Numara FootPrints to include specific fields to automatically sort incoming requests by department, problem type, (computer, GIS, PeopleSoft, etc.) and origin (phone, email or intranet). Telephone-related problems are immediately directed to a dedicated support person using Numara FootPrints auto-routing capabilities, facilitating fast responses. Other requests are reviewed by the IS employees, who assign themselves to open tickets based on ability and workload, respond to issues and even leverage Numara FootPrints’ built-in remote control capabilities to access trouble PCs and quickly fix chronic problems remotely.
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