Issue: The 9-1-1
Program Office was tasked with the responsibility for
determining whether 9-1-1 Call Center operations in the
state were meeting their level of service requirements
as dictated by the state legislator for ring times, talk
times, hold times, transfers, etc. They had no means of
determining level of service other than contacting the
call centers for the information.
Solution: DirectApps
assisted in the design, development and implementation
of a call data records management information system,
implementing a system for the collection, buffering and
delivery of emergency call data records captured at the
call centers. DirectApps installed data
collectors/diverters at each call center, directing the
information to communications servers and data
repository in Sacramento. DirectApps then designed,
developed and implemented a Web interface and
methodology for providing real time call data record
reports to the 9-1-1 Program Office.
Result: The 9-1-1 Program
Office was finally able to determine whether the
individual call centers were meeting their level of
service obligations, using real data from each center.
Issue:
The CSLB had significant IT support costs associated
with having hundreds of employees in offices
geographically dispersed around the state. They needed
to implement a solution that reduced desktop IT support
costs.
Solution:
DirectApps assisted in the design, development and
implementation of a remote access solution for thin
client computing. Productivity applications were hosted
remotely in a centralized location and served up to the
employees using a simple Internet browser.
DirectApps managed the infrastructure for a time and
provided a knowledge transfer to the CSLB IT staff.
Result:
IT desktop support costs were dramatically reduced. Each
employee required only a Web browser and an Internet
connection. New and upgraded desktop applications were
loaded one time only on the centralized server location
and immediately available to employees. CSLB IT
staff could concentrate their efforts on other projects.
Issue:
The California Department of Rehabilitation's IT staff supported more than 2,300 employees in 350
offices statewide. Costs for desktop support and desktop
application license management were staggering.
Solution:
DirectApps developed and deployed a massive server
matrix at Rehabilitation headquarters and connected it
to the agency’s network, loading the matrix with the
latest iteration of all required applications for which
they had
licenses. DirectApps then provided office-by-office
migration and training, moving employees to this remote
“virtual desktop” environment.
Result:
Desktop support costs were cut by more than 80% as
employees no longer required powerful PCs and local
applications. Desktops were configured to disallow the
installation of new or non-standard applications and the
Department of Rehabilitation
was able to effectively manage their desktop application
licensing.
california department of
transportation (caltrans)
Issue:
Caltrans had developed a database application in-house
for the permitting and routing of trucks in the
state. Trucking companies indicated the size and weights
of their loads, in addition to their starting point,
destination, and required delivery date. Caltrans
personnel in two call centers used the database
application to determine routes, time of day, and permit
costs. The two call centers had their own version of the
database application and coordinating data from the two
proved to be very difficult.
Solution:
DirectApps hosted this complex database application in
one location at the DirectApps Data Center with secure
remote access provided to Caltrans agency personnel via
Internet browser.
Result:
With one copy of the database application for all of
Caltrans permitting staff statewide, coordination of
data was simplified.
Issue:
Wake County procured a new medical records reporting and
access system for all county medical offices. They
required remote hosting of the new application and
database support for its ongoing maintenance.
Solution:
DirectApps assisted in the design, development and
implementation of a network area storage system for the
application and for collection and storage of medical
records and medical transaction logs. DirectApps
supported the infrastructure with database engineers.
Result:
The remote database provided a low-cost support
mechanism and ongoing disaster recovery for the county.
