Support Center

Source: PDF pp. 490-491 ↗ · raw: 490 · 491

Breadcrumb: Service Area Summaries > City Operations > Bureau of Technology Services > Support Center

City of Portland Fiscal Year 2026-27 Proposed Budget City Operations > Bureau of Technology Services > Support Center Support Center Budget Revenues by Fund 2023-24 Actuals 2024-25 Actuals 2025-26 Revised Budget 2026-27 Proposed External Revenues $2,216 $0 $5,403 $22,105 Technology Services $2,216 $0 $5,403 $22,105 Fund Internal Revenues $21,845,032 $22,293,792 $22,991,374 $20,949,002 General Fund $0 $0 $0 $0 Technology Services $21,845,032 $22,293,792 $22,991,374 $20,949,002 Fund Grand Total $21,847,248 $22,293,792 $22,996,777 $20,971,107 Program Expenses by Major Object Program expenses only include personnel, internal materials and services, external materials and services, and capital. 2023-24 Actuals 2024-25 Actuals 2025-26 Revised Budget 2026-27 Proposed External Materials and $9,746,317 $9,709,050 $9,115,222 $5,065,178 Services Internal Materials and $478,535 $491,123 $572,675 $622,103 Services Personnel $6,446,192 $7,308,708 $8,580,104 $8,043,952 Grand Total $16,671,044 $17,508,881 $18,268,001 $13,731,233 Program Description and Goals The Technology Services Support Center's mission is to provide secure, efficient, and reliable technology customer support and solutions to City of Portland bureaus, enabling bureaus to meet business goals. The Key Performance Measure for the Support Center is the Service Desk satisfaction rating. Support Center performance is also measured by the percentage of Service Desk calls answered within 20 seconds and the percentage of problems resolved by Service Desk without escalation (First Call Resolution). The Support Center measures the percentage of computers distributed 490

City of Portland Fiscal Year 2026-27 Proposed Budget directly to City staff from the manufacturer. The Support Center will continue efforts to exceed targets through a combination of staff training and the expansion of customer self-service options. The Service Desk tracks the monthly average of unique users who access the bureau's technology portal to receive service from a Technology Services representative or access self-service solutions. The Support Center works closely with Free Geek to recycle or reuse thousands of pounds of technology equipment throughout the Portland community—offering community members less expensive access to lightly used technology, as opposed to sending equipment to a landfill. Services Provides first point of contact for bureau technology support needs; Fields more than 3,000 customer contacts per month; Provides support for more than 10,500 City-owned technology devices; Provides productivity software support to City bureaus; Procures technology for all City bureaus; Oversees asset management for all endpoint systems and scheduled life cycle replacement of workstations, monitors and mobile devices; Provides account support for City login, email, file permissions, and passwords for all City employees; Provides patching for Citywide end-point systems and software. Equity Impacts The Support Center is committed to the City of Portland's Core Values—Anti-racism, Communication, Collaboration, Equity, Transparency, and Fiscal Responsibility—through a variety of program initiatives that drive Technology Services' and the City's equity goals. The Support Center implemented a system that tracks and prioritizes technology-related ADA requests made by City employees. This system is designed to expedite requests to Human Resources and fulfill accommodations quickly. In the past, Technology Services has experienced much success with its internship program, which is used across the bureau but is especially prevalent in the Support Center. This program has resulted in training opportunities and, in many cases, permanent employment for a diverse group of employees from under- represented communities. Changes to Program During FY 2026-27, the internship program in the Support Center was cut due to budget constraints. The Support Center continues to experience a high demand for core technology support services – including service desk, desktop support, and technology procurement – while staffing has remained stagnant for several years, and vacated positions have not been filled. The Support Center continues to review strategies to mitigate increased service demands while resources decrease– including implementing tools to automate and standardize the way the bureau supports technology remotely. Examples include direct shipping of new laptops to City staff and utilizing more automation and improvement capabilities within ServiceNow and our endpoint management solution (Workspace One). Another example is the shift in Service Desk work. Now, for 2.5 hours per day, Service Desk staff do not answer phones and instead work the backlog of tickets. This has resulted in an ongoing downward trend of number of unassigned tickets and age of those tickets. Customers can now normally expect somebody to respond to their ticket within one business day. The Support Center?anticipates?shifts in?operations?and?service?delivery due to the Citywide realignment effort in FY 2026-27. 491

Parent: Bureau of Technology Services · PDF: pp. 490-491 ↗