Computer Aided Dispatch (CAD) and Records Management System (RMS) CAD/RMS Help Desk Support for State level public safety agency

VivSoft supports developing, enhancing, maintaining and supporting mission critical business applications for a state level public safety agency throughout the State that includes Computer Aided Dispatch and Records Management System (CAD/RMS). Our Support services provided include the CAD/RMS stated-wide rollouts for 23 barracks and 93 support locations across the state. Our helpdesk support services are provided for 2,305 employees, end user devices support such as desktops/laptops, printers, scanners, finger print readers, RSA tokens, software support, network support, VPN support, etc. VivSoft’s personnel provide telephone and on-field support to users in the areas of email, directories, network services, standard Windows desktop applications, and applications.

Under this competitively won 3 year contract, VivSoft’s personnel have worked with the agency and created the Help Desk processes and procedures for supporting applications and systems. The team has maintained 15 minutes of response time for all the tickets and resolution time of 4 hours or less for emergency tickets; 24 hours or less for high-priority tickets; 3 days or less for medium-priority routine tickets; 7 days or less for low-priority tickets.