Technology Toolset

What it is | Objectives | Promised Performance | Client Obligations | Funding | Dependent On | Activities | More Info | CO Summary

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1. Description

These include:
• a standard leased desktop or notebook computer at an agreed upon leasing period
• standard desktop software
• delivery and installation to an ebc business address
• personal, secure drive on Local Area Network (LAN) with weekly (nightly ??) backup
• e-mail account on government mailbox and e-mail address listing in Government-wide Global Address List (GAL)
• internet and GONET intranet access
• hardware and software support during business hours (7 AM to 7 PM)
• anti-virus protection and update

This service covers the total provisioning of toolset technologies for a new employee and the addition or replacement of individual toolset components as required.

2. Objectives

• lower the "per seat" cost (i.e., a provisioned employee) to provide technology toolset
• ensure sufficient workstation capacity (eg. model, CPU, disk size, etc) to balance business, technology and market trends over term of lease arrangement
• appropriate upgrading of standard software on the machine thereby bringing benefits to clients earlier
• providing sufficient bandwidth for inter/intranet access
• inclusion of additional services such as remote access into this standard suite

3. Service Commitments

• Complete installation of toolset elements within 14 business days 95% of the time.

  Workstation Provisioning

• Upon receipt of an authorized Purchase Order, ebc will acknowledge that it is arranging the provisioning within 1 day and arrange for a standard desktop or laptop to be delivered complete with a standard image of all ebc standard software within 14 days 98% of the time.
• For premium service the above delivery will be guaranteed within 5 days, 95% of the time,
• Additional, approved software (not part of standard offering) will be installed in 5 days, 95% of the time while non-approved software will be installed in 7 days, 95% of the time.

  Access to Electronic Resources - including intra/internet Access

• upon receipt of an authorized (signed by proper authority) network access requests will be acknowledged within 1 day and completed within 5 days in 95% of all requests,

  Electronic Mail

• a request for an e-mail account will be acknowledged within 1 day of submitting a request through the Service Desk and an Outlook mail account will be established and included in the Government's Global Address List (GAL) within 2 days for 98% of all requests,

  Client Technology Assistance

• requests for assistance with software or hardware will be acknowledged within 20 seconds of making a call to the ebc Service Desk, 85% of all requests will be resolved or referred to technical resources for resolution within 15 minutes

How are we doing ?

4. Client Obligations

• complete Purchase Order including appropriate authorizations to secure leased machinery
• complete Network Access Request Form (NARF) to obtain user logon ID and password
• adhere to Government policy with regard to use of government assets. All accounts with Domain access privileges fall under the jurisdiction of ebcIT. The rules of conduct are well documented in both the MBS Corporate Policy Branch's I&IT Technology Security Directive at http://intra.pmed.mbs.gov.on.ca/mbc/pdf/I&IT_Security-Dir.pdf and the I&IT Operating Procedure on Usage of I.T. Resources at: http://intra.pmed.mbs.gov.on.ca/mbc/pdf/I&IT-Operating_Procedure_Usage.pdf. All IT staff, whether Cluster or Ministry resources, FTEs or Contractors, should be fully conversant with these.
• ensure integrity of installed desktop/laptop software by compliance with Cluster software standards
• report incidents promptly using ebc service desk
• staff training in technology offerings

5. Client Costs

• Most costs are paid through an annual appropriation to the ebcIT Division through the Ministry of Labour as negotiated during the annual government-wide fiscal budgeting process.
• individual business units (Divisions, Branches or Ministries ???) receive annual charge-back for leased PC
• client pays for any customization to standard PC
• client pays for site visits (including installation) to non-government premises

6. Dependencies

• service requests are received through Service Desk processes
• Support is determined by the quality of the Incident Management process
• E-mail servers are hosted by iSERV
• network services (including web connectivity) is provided by EDS

7. Activities

• Service request fulfillment including procurement
• PC configuration and delivery
• Incident management
• network provider contract administration
• domain access including logon creation and maintenance

8. More Information

• Responsible for Service Management, delivery and accuracy of this Catalogue item: Ryan Rossman, Manager, Client Services

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