HomeMy WebLinkAboutInter-Dept DPH ISD-FY2024-25 Service Level Agreement_D-24-286.pdf D-24-286
Version 4.0
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Service Level Agreement
Department of Public Health
And
Internal Services Department
Fiscal Year 24/25
333 W. Pontiac Way I Clovis, California 93612 1 600-6200 1 Fax 600-5927
This is a Service Level Agreement between Department of Public Health (hereafter
Department) and the Internal Services Department (hereafter ISD). ISD, functioning as
an Internal Service Fund (ISF)for the County of Fresno, assists the Department with their
business by providing the following services. ISD has established rates for services,
reviewed by the Fresno County Auditor Controller, approved by the Fresno County Board
of Supervisors, and described in Appendix A — ISD Services and Rate Schedule. This
document identifies the services as provided by ISD between:
July 1, 2024, and June 30, 2025.
ISD AGREES TO:
1) Provide an annual budget estimate timely to the County budget preparation
schedule based on all known factors including previous year historical charges,
planned operational changes or projects as determined by the Department.
2) Bill for services monthly, in arrears, for the actual services used, and calculated
using the established rates. Each monthly bill will provide sufficient detail to allow
auditing of the charges.
3) Reflect billing changes received by the 20th of the month in the next billing cycle and
correct billing errors in the next billing cycle following discovery of any error.
4) Provide after-hours emergency support 24 hours a day, 7 days a week, including
County holidays. Customers may request after-hours emergency support by
contacting:
IT Service Desk: 600-5900
Security/ Facilities / Fleet: 600-1722
5) Follow the Department's normal check-in process for facility access during normal
business hours, including checking in with the reception area or notifying the
Department contact when they are at the Department's facility and the purpose for
the visit. After-hours protocol for building access is as follows:
• Scheduled Work
ISD will obtain prior approval for facility entry from the Department's appropriate
contact with an understanding of the work to be accomplished. Staff will follow
up with that person and let them know the work was completed.
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• Unscheduled Work/Emergencies
ISD will notify ISD-Security in advance that they will be entering the facility for
afterhours work and when leaving the facility. At the beginning of the next
business day, ISD will notify the appropriate Department contact describing the
reason for entry and the date/time the work was performed.
DEPARTMENT AGREES TO:
1) Contact the ISD Business Systems Analysts in the Customer Service Team as an
initial escalation point for issues which have not been resolved via the normal service
delivery process.
Contact Person Phone Number
1. Customer Service Representative Lillian Hernandez 600-5893
2. Sr. Business Systems Analyst Christina Flores 600-5898
3. Internal Services Deputy Director— Business Manuel Vilanova 600-5805
Services
4. Assistant Director of Internal Services Sheri Walden 600-5806
5. Director of Internal Service/CIO (Interim) Edward Hill 600-1293
2) Budget sufficient funds to reimburse ISD for costs as they are incurred.
3) Utilize call trees within the following sections to escalate issues within ISD Divisions
that have not been addressed by Customer Service.
4) Raise any HR issues regarding ISD staff by contacting ISD-HR at
isdhr(cbfresnocountyca.gov or 600-6200.
5) Provide and maintain a current list of authorized requestors for services provided by
the divisions of ISD. Changes to Authorized Signers Authorized Signers may be
made through an "Authorized Signers Changes" REACH request. A list of authorized
requestors is available on our intranet at http://authorizedsigners/.
Department Heads (and Designees) may act as Authorized Signers for all ISD
services. Services that may only be approved by this list are:
• Credit Card Request - PUR-104
• Fuel Card
• Investigations (Hirsch Logs, Emails, etc.)
• Parking
• Sole Source Acquisition Request - E-PD-047
• Suspension of Competition Acquisition Request - E-PD-048
• Surplus
• Vehicle Assignment and Home Garaging - GSA-612
IT Service Reguestors may approve IT Service related REACH items except for
those listed under Cyber Security.
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IT Security Requestors may approve REACH items listed under Cyber Security.
Certain Cyber Security requests may still require authorization and/or notification of
the Department Head.
Graphics Requestors may approve graphics, printing, or other related goods or
services that may result in charges to the Department.
Fleet Service Requestors may authorize fuel access requests.
Security Service Requestors may request identification badges, building access,
and authorize other services that may result in charges to the Department.
Facility Service Requestors may request and authorize larger projects through the
facilities service request process and request use of County of Fresno facilities.
Additionally, Facility Service Requestors may request that users be added as FAMIS
requestors, authorizing those users to make service requests of Facilities that may
result in charges to the Department.
6) Provide and maintain a list of departmental contacts:
IT Technical Contact: «Department_Technical_Contact)).
Fleet Contact: «Department_Fleet_Contact»
Facilities Contact: «Department_Facilites_Contact))
Security Contact: «Department Security_Contact»
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Information Technology Services
8:OOam — 5:OOpm
333 W. Pontiac Way I Clovis, California 93612 1 600-5800
ISD Service Desk: 7:OOam — 5:OOpm
600-5900 1 ISDlntranet/ I Email: servi cedes k(&-fresnocountyca.gov
Graphic Communication Services: 7:OOam —4:30pm
844 Van Ness Ave I Fresno, California 93721 1 600-3177 1 Fax 600-7777
The following call tree is used to escalate issues which have not been resolved via the
normal service delivery process or through Customer Service.
Contact Person Phone Number
1. IT Division Manager—Application Delivery Americo Papaleo 600-5839
IT Division Manager— Service Delivery Roland Olsen 600-5837
IT Division Manager— Infrastructure Operations Antoine Grayson 600-5808
2. Internal Services Deputy Director— Information Eric Matthews 600-5810
Services
3. Assistant Director of Internal Services Sheri Walden 600-5806
4. Director of Internal Service/CIO (Interim) Edward Hill 600-1293
ISD-IT AGREES TO:
1) Respond to formally submitted requests within one (1) business day.
2) Resolve technical issues or develop an agreed upon action plan within five (5)
business days.
3) Provide equipment including phones, radios, monitors, personal laptop computers
and most other related peripherals to meet Department's needs. ISD-IT may install
new or previously used workstations to accommodate requests. All data on devices
will be encrypted.
4) Provide network connectivity for all County equipment that requires internet
connectivity.
5) Provide hosting and support services for cloud and County-hosted applications,
databases, and general file storage.
6) Observe the ISD-IT retention policy and security practices, which can be found in
the IT Standards and Preferred Practices.
7) Provide messenger services daily, excluding weekends and County holidays.
8) Provide as-needed bulk mailing services, including presorting to facilitate large batch
mailing upon request to Graphic Services.
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9) Provide printing, graphic design, and other physical goods production services. on
an as-needed basis upon request upon request to Graphic Services.
DEPARTMENT AGREES TO:
1) Be responsible for defining retention standards for e-mail and data that requires
retention beyond the standards set forth by the County.
2) Periodically review the frequency for full, differential, and incremental backups for
Department specific application data.
3) Regularly review the inventory of devices, servers, databases and active user logon
IDs available in the ISD monthly bill. Requests for changes should be sent to the
assigned Customer Service Representative.
4) Be responsible for the cost of software licenses as required for the Department's
use.
5) Ensure all PCs and mobile devices in its possession are connected to the network
via a wired connection, turned on, and plugged into power for at least eight(8) hours,
once every thirty (30) days (weekly connection is recommended) to ensure security
updates are installed.
6) Provide sufficient lead time when requesting support outside of normal business
hours.
TOGETHER AGREE TO:
1) Maintain software, operating systems, and databases at supported release levels to
address security and functionality.
2) Refresh all hardware on a regular cycle, normally reflecting its warranty/
maintenance period to maintain a secure networking environment and contain costs.
3) Follow the "least access" principle (granting the minimum access privilege required
for an individual to perform assigned job functions effectively). Procedures should
be in place to maintain a separation of duties between employees so no individual
controls all phases of an activity or transaction without proper oversight.
4) Determine a frequency for full, differential, and incremental backups and retention
schedule for application data and application logs.
5) Adhere to Change Control process by working with ISD-IT staff to submit Change
Requests the Monday prior to the desired change date and reviewing the published
Change Management Agenda weekly.
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Fleet Services
7:OOam — 4:30pm
(Closed 12:OOpm — 12:30pm)
4551 E. Hamilton Ave. I Fresno, California 93702 1 600-7530
Servicing: 7:OOam — 3:30pm
Motor Pool: 7:OOam —4:30pm
The following call tree is used to escalate issues which have not been resolved via the
normal service delivery process or through Customer Service.
Contact Person Phone Number
1. Fleet Services Supervisor— Light Duty Todd Porterfield 600-7525
Fleet Services Supervisor— Heavy Duty James Samuel 600-7528
2. Fleet Services Manager Ken Christiansen 600-7511
3. Internal Services Deputy Director—Asset Bryan Burton 600-5847
Management
4. Assistant Director of Internal Services Sheri Walden 600-5806
5. Director of Internal Service/CIO (Interim) Edward Hill 600-1293
ISD-FLEET AGREES TO:
1) Maintain Department's existing fleet of vehicles and acquire new vehicles on an as-
needed basis in consultation with Department.
2) Resolve maintenance and repair issues on County-owned vehicles or develop an
agreed upon action plan for larger or more complex repairs in a timely manner.
3) Determine an appropriate maintenance schedule for all County-owned vehicles,
notify Department when maintenance is due, assist Department with maintenance
scheduling, and provide regular preventative maintenance to ensure that County-
owned vehicles are in good condition.
4) Consult and advise Department for the selection of vehicles which are appropriate,
compatible, and cost effective for use as required by Department.
5) Provide recommendations about vehicle replacement on an as-needed basis to
ensure effective and cost-effective fleet service.
6) Provide vehicle rental services on an as-needed basis in coordination with
Department.
7) Provide and maintain County fueling stations for refueling of County vehicles by
authorized users.
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DEPARTMENT AGREES TO:
1) Be responsible for operating County vehicles in a safe manner and notify ISD-Fleet
immediately when a vehicle is damaged.
2) Schedule and provide access to County vehicles assigned to the Department in a
timely manner to allow ISD-Fleet to provide scheduled preventative maintenance.
3) Notify ISD-Fleet about the Department's planned additions of vehicles to their fleet
in a timely manner based on Department's need.
TOGETHER AGREE TO:
1) Address maintenance and repair needs to keep the Department's vehicles in cost-
effective working order.
2) Review and replace vehicles on an as-needed basis to maintain cost-effective
operations. This cycle will vary by vehicle usage and purpose.
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Security Services
7:30am — 4:30pm
2220 Tulare Street — Plaza Level I Fresno, California 93702 1 600-6785
Security Operations Center: 24 hours 1 600-1722
No Cite Line: 8:OOam — 5:OOpm 1 600-7275
The following call tree is used to escalate issues which have not been resolved via the
normal service delivery process or through Customer Service.
Contact Person Phone Number
1. Chief of Security Romeo Magbanua 600-1727
3. Internal Services Deputy Director— Manuel Vilanova 600-5805
Business Services
4. Assistant Director of Internal Services Sheri Walden 600-5806
5. Director of Internal Service/CIO (Interim) Edward Hill 600-1293
ISD-SECURITY AGREES TO:
1) Respond to security requests in a timely manner.
2) Provide identification badges for all staff and appropriate vendors as requested.
3) Provide building access to employees on an as-requested basis including both
badge access and, where appropriate, physical key access.
4) Station Security staff at locations, on patrol routes, or providing other security
services as requested by Department and established in a separate Memorandum
of Understanding (MOU) for security services.
DEPARTMENT AGREES TO:
1) Be responsible for notifying ISD-Security of potential security risks or threats in a
timely manner.
2) Ensure that physical security rules are followed as a matter of policy.
TOGETHER AGREE TO:
1) Maintain building security systems to ensure the safety of County facilities.
2) Adhere to building access control processes by working with ISD-Security staff to
submit Building Access Requests to change the access levels of employees to
appropriate levels as needed.
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3) Follow the "least access" principle (granting the minimum access privileges required
for an individual to perform assigned job functions effectively) when granting badge
and physical key access.
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Facility Services
7:30am — 4:30pm
4590 E. Kings Canyon I Fresno, California 93702 1 600-7242
Email: facilityservicesCc)_fresnocountyca.gov
FAMIS Work Request System —Authorized users may request repair services on an as-
needed basis. The system also provides a portal for Department users to monitor
requests submitted by Department.
The portal for FAMIS is available at https://famisprod/
Leased Buildings — Please note that some County buildings are leased, and the lessor
may instead be responsible for repair and maintenance services, janitorial services,
and/or utility payments. Please review the relevant building lease for details on
responsibilities and contact information for the lessor.
The following call tree is used to escalate issues which have not been resolved via the
normal service delivery process or through Customer Service.
Contact Person Phone Number
1. Maintenance Services Supervisor Daniel Miller 600-7268
Maintenance Services Supervisor Mike Bowman 600-5937
2. Facility Services Superintendent— Janitorial Anthony Williams 600-7263
Facility Services Superintendent— Building Bill Bowden 600-7266
Maintenance
3. Facility Services Manager Aaron Smith 600-7243
4. Internal Services Deputy Director—Asset Bryan Burton 600-5847
Management
5. Assistant Director of Internal Services Sheri Walden 600-5806
6. Director of Internal Service/CIO (Interim) Edward Hill 600-1293
ISD-FACILITIES AGREES TO:
1) Acknowledge and assign all incoming Work Order requests within one (2) business
day.
2) Provide maintenance and repair services in a timely manner and keep the FAMIS
Work Order associated with a request updated with progress, delays, and other
relevant information.
3) Provide janitorial service on an as-requested basis and as scheduled in the relevant
MOU.
4) Provide scheduled maintenance services on County buildings and related assets in
accordance with industry best-practices.
5) Provide utility payment services and distribute utility costs for shared buildings and
spaces.
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DEPARTMENT AGREES TO:
1) Be responsible for notifying ISD-Facilities of required repairs and other potential
facilities issues.
2) Work with ISD-Facilities to accomplish maintenance and repairs required to maintain
County facilities.
TOGETHER AGREE TO:
1) Coordinate maintenance repairs to ensure that Department operations can
continue during maintenance when required.
2) Coordinate remodeling services through the Facilities Service Request process.
Appendix
A— ISD Services and Rate Schedule
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