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First-level support assists court personnel statewide in resolving problems. Secondlevel
technical support personnel install and upgrade systems and respond to critical
systems problems. They also proactively maintain equipment for over 1500 users
statewide. While it is most desirable to have onsite or regional technical personnel to
provide the most immediate and timely support, deployment of dedicated AOC field
support personnel remains cost prohibitive. Deployment of a distributed systems
management system was undertaken in FY 2004 to reduce field support travel
requirements. The Altiris software enables a technician located in Phoenix to remotely
manage court PCs throughout the state.
In FY 2001, the centralized support center and second-level support functions were
combined to form ITD Central Support Services. Second-level support personnel were
cross-trained in the statewide applications in order to address more than one application
during a site visit. This move was intended to improve assistance response time, reduce
field support costs, and bring about a more systemic perspective among support
personnel.
To support training needs statewide, a local automation trainer/business analyst
continues to be funded. State funding matches local contributions to create this
position, which provides training on centralized automation systems and “best practice”
court processes. The position addresses training of new employees, introduction of
new processes, new court software release training support, and generally works with
centralized state trainers to support uniformity and quality in court processing statewide.
This program has been very successful in past years and will receive continued funding
through FY 2013 as the new general jurisdiction case management system continues
widespread use. The position will also be key to rolling out the limited jurisdiction case
management system in a timely fashion.
Historically, not all rural counties have been able to take advantage of the trainer
positions, due to local funding constraints. AOC Court Services Division obtained
permission from COT to reallocate some funding to address the needs of counties that
have never been able to afford the field trainer for which state-matching funds had been
reserved. This resulted in increased coverage by field trainers to underserved counties.
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