Technical Operations

Technical Operations’ mission is to deliver, support and maintain real time access to the City’s enterprise systems and communications infrastructure while ensuring the continuity of the overall technology environment through comprehensive security management and disaster recovery services. 

This division of DoIT:

  • Manages the City‘s Enterprise Infrastructure and technology investments;
  • Supports City staff in the use of technology; and
  • Oversees voice telecommunications and network systems.

Technical Operations is comprised of four distinct offices: Enterprise Server Operations, End User Computer Operations, Enterprise Architecture and Telecommunications Management. 

Enterprise Server Operations

Enterprise Server Operations is responsible for the City’s Central Data Center and Disaster Recovery Site.  Daily activities include the operation and maintenance of City enterprise server and mainframe technologies, data storage, tape management and print services. 

The Data Center provides 24x7 operations support for the City’s Enterprise Systems such as Finance/Payroll, Customer Service Request, IPI/Hansen Inspections, Revenue and Collections, and several other applications. 

End User Computer Operations

End User Computer Operations manages the centralized Help Desk, field/desktop support, enterprise messaging (Microsoft Exchange/Outlook), file/print services, IT asset management, and Microsoft Active Directory administration. 

These services support the internal City employees that use the enterprise technology systems provided by DoIT. These end user services include personal computing, local area networking, technical training, service ticket management, technical support services, and short-term project consulting and implementation.

Enterprise Architecture

The Enterprise Architecture program is responsible for developing a roadmap that meets the information technology goals of the City departments. The program achieves its goals by staying up to date on current technologies and best practices. 

The program members meet regularly with key players in the network, storage and processing arenas to learn of new products and advancements. The program members also meet with other programs teams and IT members of other departments to learn of needs, listen to concerns and provide solutions.

Additionally, the program evaluates current procedures and processes in effect at the city and advances changes are needed.

There are three primary initiatives within Enterprise Architecture:

Desktop Computing  

Desktop Computing researches, recommends, and sets technical standards and policies for all aspects of the City’s desktop computing technology standards including desktop computers, notebooks, printers, and related hardware peripherals. The focus is on innovative, efficient, and cost effective technology solutions that adhere to the City’s policies and operational support resources.

Green IT (Information Technology)

Green IT promotes all aspects of sustainable and environmentally conscious computing across the department’s technology initiatives to ensure support for the City’s Green initiatives. The current focus is on energy efficient computing and electronic waste disposal.

Enterprise Servers

Enterprise Servers are used to run applications, databases and web services. The City of Chicago’s Data Center hosts over 300 servers that provide services or information to citizens, visitors, and businesses.  Enterprise Storage Systems are used as a centralized repository to store important information that is protected and backed up for safe keeping.

Telecommunications Management

Telecommunications Management provides cost effective voice communications to all City Departments.  This group administers and maintains over two hundred, fifty (250) city sites, more than 25,000 voice stations and the City’s internal Call Centers. They also manage all wireless devices issued to City employees including pagers, cell phones, PDA’s and data access cards. Responsibilities include ordering, managing and bill payment for all voice services and data circuits on behalf of City Departments.

The Technical Operations Division of DoIT also provides technical services to the Chicago Department of Public Health, including 800 staff at 45 locations to access the City's enterprise services.
The team is responsible for interfacing  with  Public Health Staff,  Health Applications Team and  DoIT Operation Teams to ensure there is support processes in place to meet business needs of the department.    The team monitors and overseas the following Health technology services:  Help Desk & ticket management,  Field Support,  Workstations and related software, technology inventory,  user account credentials, security for technology resources,  technology upgrades, implementations,  and project consulting. 


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