• Waukesha County

    Business Services Section

    Business Services Administrator: Donn Hoffmann


    Phone: 262-548-7629
    Fax: 262-548-7000

    Help Desk Phone: 262-548-7630
     

    IT Business Services

    Welcome to IT Business Services site! Business Services is a liaison between all county departments and Information Technology. Its responsibilities involve the following:



    Project Management

    Vision Statement:

    A trusted partner in delivering county approved business and technology solutions that consistently exceed customer expectations.

    Mission Statement:

    Business Services will assist county departments in implementing customer focused business and technology solutions in a cost effective and efficient manner to support the needs of county residents.

    The Business Services Group has been established in the Information Technology Division to provide the following services:

    • Information Technology Division Liaison
      • IT champion to all county departments.
      • Provide an understanding in how technology solutions can be applied to a departments’ business needs to enhance its operational effectiveness.

    • Information Technology Enterprise Architecture
      • Prepare and maintain the IT Strategic Plan; the plan conforms to the County’s Strategic Plan.

    • Business Analysis
      • Work with business representatives from county departments to evaluate business processes, analyzes future business needs and make appropriate recommendations regarding business and technology solutions.
      • Develop the business case for proposed technology based projects, project planning, budgeting, tracking and forecasting (requirements gathering, project plans, risk analysis, process workflows, etc) to address defined technology solutions.
      • Perform meaningful financial Return on Investment (ROI) analysis. 
      • Assist in the preparation and evaluation of Requests for Proposals and bid responses; make appropriate recommendations regarding selection of vendors.

    • Portfolio, Program and Project Management Office (PMO)
      • Portfolio Management (Strategic)
        • Assist the Technology Advisory and IT Steering Committees, by applying a consistent methodology, to determine the best combinations of new projects and existing systems, to achieve the correct resource balance, control unnecessary investments, to align projects with the goals of Waukesha County Government, and the business goals of county departments.
        • Provide strategic decision support by utilizing a structured, but usable, project portfolio management tool to identify, analyze, and manage technology projects like an investment portfolio; to maximize the return from constrained resources at an acceptable and quantifiable level of risk.
      • Program Management (Tactical)
        • Promote and take leadership in developing a unified enterprise project perspective throughout the county, establishing enterprise project management standards and oversight.
        • Provide consistent quality leadership in project management services by using industry best practices.
        • Formulate project policies and processes in conjunction with Dept. of Administration Finance and Budget Groups.
      • Project Management (Operational)
        • Project manages all aspects of approved countywide technology project initiatives through success (Change Mgnt, Communication Mgnt, Cost Mgnt, Issues, Risks, Schedule, Scope, and Vendor/Contractor).

    • Public Safety Systems Administration

      The full administration and support of system-wide functions to the “Waukesha County Communications – Public Safety System” involves many sets of responsibilities. Personnel assigned these tasks are responsible in maintaining the integrity of the system for all participating agencies and departments.

      • Function as the Subject Matter Experts (SME’s) in matters related to the Systems Administration function for the County’s Public Safety System.
      • Research best practices for the public safety system and related Justice Systems (CJIS, CCAP, Protect, StateLink, TraCS, etc).
      • Act as Waukesha County’s primary liaison to the vendors who represent the public safety system software modules purchased by the county.
      • Research and analyze software requirements. Coordinate with all participating agencies and vendors required changes to the public safety system software modules to meet changes in agency business rules relating to policy and procedures and/or technology initiatives.
      • Support participating agencies through involvement in Fire, Police, Technology Protocols, DOC, CJCC, etc. committee meetings.
      • Support Waukesha County Communications.
      • Responsible for public safety system security: security privileges, maintenance, code table and records management.

    • Quality Assurance (QA) and User Acceptance Test Plans and Testing Standards.
      • Develop and conduct performance testing to evaluate the compliance of a system or component with specified performance requirements that will validate both the business function of systems and data integrity.
      • Conduct formal testing based on User Acceptance Test Plans & Test Cases to determine whether or not a system satisfies its acceptance criteria and to enable the customer to determine whether or not to accept the system.

    • Security Administration (compliance and policies)
      • Assist the County’s Security Officer with the implementation of countywide policies and procedures.
      • Develop, evaluate and recommend standards of compliance (guidelines) for the development of in-house applications.
  • Waukesha County

    Infrastructure Section

    Infrastructure Administrator: Al Mundt


    Phone: 262-548-7610
    Fax: 262-548-7000

    Help Desk Phone: 262-548-7630
    IT Infrastructure Logo

    PERSONAL COMPUTER (PC) SUPPORT

    Waukesha County maintains over 1,200 PCs and approximately 100 printers across all County operations. This is accomplished with a full-time staff of professionals in our End-User Services area.

    End User Services

    • provides technical support for County PCs and printers
    • maintains the inventory for all units
    • responds to Help Desk dispatches for problems related to the PC
    • maintains a Standard Configuration for all PCs
    • maintains software licenses for all County PC applications
    • determines, with County Departments, the replacement cycle for PCs and printers
    • manages the Help Desk function

    COUNTYWIDE TECHNOLOGY SUPPORT NETWORK OPERATIONS

    Support for centralized/server based systems is provided as follows:
    • Full support is provided between 8:00 a.m. and 4:30 p.m., Monday through Friday
    • Arrangements for on-site support outside these hours can be made by contacting Information Technology

    County Help Desk

    Waukesha County maintains a 7X24 Help Desk that can be reached at (262)548-7630. All issues related to County systems should be reported to the Help Desk.

    E-Mail – All County employees requiring the ability to send and receive business related electronic messages have been established with an e-mail address. To contact someone at Waukesha County via e-mail, his or her address is as follows:
    • First initial of their first name
    • The complete spelling of their last name
    • Followed by @waukeshacounty.gov
    • Example: Jane F. Doe would be contacted at jdoe@waukeshacounty.gov

    TELECOMMUNICATIONS SUPPORT

    Information Systems provides a wide range of telecommunications services for Waukesha County:
    • Centrex phone service
    • Voice Mail
    • Wireless Communications
    • Maintains the County telephone directories:
      • On-line Ameritech White and Yellow Pages for Milwaukee
      • An Intranet based County directory
      • The printed County directory
      • Distribution of the Ameritech White and Yellow Pages (paper)