Why Minneapolis Is Taking Back Its Help Desk

The city is transitioning from one provider to another, and part of that move includes pulling help desk and desk-side support functions back in-house.

by / August 6, 2015

Minneapolis CIO Otto Doll says his department needs to work more closely with its customers — and the first step in that direction is taking control of help desk and desk-side support functions that have long been outsourced. The city is transitioning from its current outsourcing provider, Unisys, to a new contract with Arizona-based OneNeck IT Solutions.

Part of that move — scheduled to be complete in December — includes pulling help desk and desk-side support functions back in-house, Doll says, which will help the IT department engage with other city departments and work with them to develop solutions. Doll talks about the need for IT departments to become more solution-centric in this interview from Government Technology’s Minnesota Digital Government Summit.