Information Technology Services Lines of Business & Service Descriptions


Information Technology Services (ITS) team provides excellent technology management, administration, support and service (Best in Class) for all technology systems, applications and the technology infrastructure used by the City of Yuma employees and contracted governmental agencies.  ITS also provides service and support to Public Safety agencies servicing Yuma County, who are members of the Yuma Regional Communications System (YRCS) consortium.  We have a “Can Do” philosophy. The Department staff is on call 24/7, 365 days a year to ensure the on-going operation and availability of technologies, the technologies are up-to-date and meeting and/or exceeding the customer’s needs. Below are the ITS Lines of Business (LOB) with some of their service descriptions.

ITS Service Desk IT – Proactively resolve issues that may occur maximizing service and employee performance…

  • IT Service Desk, Level I,  II & III Services w/ ITIL quality framework to include ITS Service Level Agreements (SLA) and ITS Operational Level Agreements (OLA)
  • Desktop and peripheral management, maintenance, patch management, anti-virus  and malware      protection services
  • Account and auditing management for applications, network, peripherals, wireless, and telecommunication (i.e., PBX – phone,      cellular, pager, etc.) support services
  • Applications and systems training and guidance
  • Information Technology asset management (i.e., hardware / software)
  • Security and compliance standards and control services (i.e., ACJIS, IRS 1074, HIPAA, NIST standards and guidelines, etc.)
  • Procurement processes to include requisitions, research and analysis (i.e., RFQ, RFI, & RFP)

Applications - Reliable, secure, updated systems fully leveraged which enhances the business operational processes…

  • IT Service Desk, Level II and III Services w/ ITIL quality framework to include ITS Service Level Agreements (SLA) and ITS Operational Level Agreements (OLA)
  • New system implementation, system upgrades and patching utilizing Project Management Services - PMBOK (PMLC / SDLC) standards and framework
  • Database management, administration - fine-tuning, enterprise  report writing, programming, web, intranet – SharePoint, data warehousing, business application  integrations and business intelligence services
  • System & web application (e-Services – utility payments, permitting, employment, etc.)
  • Geographic Information System (GIS) enterprise shared system management, development, administration, reporting - analytics and support services (i.e., data layers, streets, buildings, city assets, etc.)
  • Security and compliance standards and control services (i.e., ACJIS, IRS 1074, HIPAA, NIST standard and guidelines, etc.)
  • System backup and disaster recovery and business continuity operations and services
  • Procurement processes to include requisitions, research and analysis (i.e., RFQ, RFI, & RFP)

Infrastructure - Secure reliable and robust /w disaster recovery to virtually eliminate possibility of downtime…

  • IT Service Desk, Level II & III Services w/ ITIL quality framework to include ITS Service Level Agreements (SLA) and ITS Operational Level Agreements (OLA)
  • Engineer, administer, enhance and provide technical guidance of the enterprise network (i.e., WAN, LAN, WIFI, PBX - phone, IVR, FAX, paging, wireless systems, video conferencing, firewalls, load balancing and streaming services with utilizing industry standards (i.e., IEEE / NIST guidelines)
  • Maintain, enhance and administer Tier III datacenter, MPOE and IDF facilities.
  • Enterprise architecture, engineering, administration and maintain all infrastructure environments to include virtualization, servers, email systems, desktops, tablets, laptops, etc., utilizing industry and operational service standards
  • Maintain and administer data warehousing w/capacity planning services (i.e., SAN, etc.)
  • System backup and disaster recovery and business continuity operations and services
  • Security and compliance standards and control services (i.e., ACJIS, IRS 1074, HIPAA, NIST standards and guidelines, etc.)
  • Procurement processes to include requisitions, research and analysis (i.e., RFQ, RFI, & RFP)

Yuma Regional Communication Systems (YRCS) - Secure, reliable and robust to improve operational excellence in public safety…

  • IT Service Desk, Level I,  II & III Services w/ ITIL quality framework to include ITS Service Level Agreements (SLA) and ITS Operational Level Agreements (OLA)
  • Radio, microwave & networking engineering, installation, maintenance & operational services following the FCC standards and guidelines
  • 911 Strategic planning, training, oversight w/ budget management services
  • Public Safety system - server maintenance & operational services (CAD, RMS, etc.)
  • Project Management Services PMBOK (PMLC / SDLC) standards and framework
  • Radio & Public Safety systems planning, oversight w/ budget management and consulting services
  • Backup and disaster recovery and business continuity operations and services
  • Security standards and compliant systems to include encryption (i.e., ACJIS, P25, etc.)
  • Procurement processes to include requisitions, research and analysis (i.e., RFQ, RFI, & RFP)