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Desktop Support

Category: Customer Support

The End User Support Service supports the configuration, installation, internet connectivity, maintenance, troubleshooting, break/fix and upgrades of personal computers. It is intended to be used as a means of standardizing the acquisition, installation, and support of personal computers throughout CMS/BCCS managed State entities.

BCCS supports approximately 37,000 personal computers located throughout the State of Illinois. Over 25,000 Microsoft Standard and Professional licenses are maintained in support of those computers. Currently there are over 1,200 software products and more than 500 file and/or print servers that are serviced in conjunction with End User Support Services.

Rates

​Item ​Unit of Measure ​Debit Code ​Rate
End User Support​ ​Per Desktop/Laptop/Month ​401 ​$58.00
 

Microsoft Enterprise Agreement (MSEA)

Standard Client Access License (CAL)​

​Item ​Unit of Measure ​Debit Code ​Rate
​Standard Software Assurance ​Monthly ​435 $8.75
​Professional Software Assurance ​Monthly ​434 ​$10.00
​Standard New License ​One-time charge ​437 ​$174.00
​Professional New License ​One-time charge ​436 ​$225.00

Enterprise Client Access License (CAL)​ ​ ​ ​

Item​ ​Unit of Measure ​Debit Code ​Rate
​Standard Software Assurance ​Monthy ​441 ​$12.00
​Professional Software Assurance ​Monthy ​440 ​$12.50
​Standard New License ​One-time Charge ​439 ​$207.00
​Professional New License ​One-time Charge ​438 ​$264.00

Conversion Costs

​Item ​Unit of Measure ​Debit Code ​Rate
​Basic to Standard w/Enterprise CAL ​One-time Charge ​442 ​$35.00
​Basic to Pro ​One-time Charge ​443 ​$56.50
Basic to Pro w/Enterprise CAL​ ​One-time Charge ​444 ​$105.50
​Standard to Standard w/Enterprise CAL ​One-time Charge ​445 ​$32.25
​Standard to Pro ​One-time Charge ​446 ​$56.25
​Standard to Pro w/Enterprise CAL ​One-time Charge ​447 ​$105.50
​Pro to Pro w/Enterprise CAL ​One-time Charge ​448 ​$35.00

 

What is Included?

PC Service

  • Secured networked computer which includes the delivery, installation and configuration of the PC on the network.
  • Desktop Computers, Laptop Computers, Ruggedized Mobile Computers, and Monitors are offered.
    • Computers will be preconfigured with Microsoft Windows XP (32-bit version) or Windows 7 (64-bit version).
    • PC Equipment is billed separately.
  • Productivity Suite software offered:
    • Through the Microsoft Enterprise Agreement (MSEA), two versions of the Microsoft Office Productivity Suite software are offered:
      • MS Office Standard Suite includes: Word, Excel, PowerPoint, Outlook, SharePoint
      • MS Office Professional Suite includes: Word, Excel, PowerPoint, Outlook, SharePoint, Access, Publisher and InfoPath
    • Microsoft Enterprise Agreement (MSEA) is billed separately by person and not by device 
    • Available for existing and new computers. Computer must be compatible with the Windows XP or newer operating system.
  • Computer Security:
    • User ID administration
    • Internet security
    • Content filtering
    • Anti-virus protection
    • Hard Disk Data Encryption (laptops)
    • Centralized file/data storage with backup and recovery protection
    • Security available for existing and new computers. Computer must be compatible with the Windows XP operating system.
  • Computer Support:
    • Move, add, and change requests
    • Asset management support. Inventory information will be used to track equipment pertaining to adds, moves and transfers to surplus and to conduct yearly inventories for verification
  • Automated patch management updates and software delivery. May require minimal user interaction at the computer
    • Operating system
    • Anti-virus updates
    • Support packs
    • Network printing
  • Additional Software, Hardware configurations and peripherals are available on an as-per-case basis and are subject to approval and appropriate charges.

What Should You Expect?

  • All new PC equipment will be tagged with CMS tags and become CMS property
  • Technical support: Monday through Friday, 8 AM - 5 PM, unless extended support hours are provided per custom agreement.
  • PC problems, referred to as "incidents", can range from hardware failures to application "bugs" pending corrective application updates by the vendor. Although BCCS strives to resolve most PC incidents within 1 day, current incident tracking data shows seventy-five percent are resolved within one week.
  • Installation of new PC's and PC-related equipment at a customer location per service request (ESR); or a project-based installation consisting of dozens to hundreds of devices across multiple customer locations. Across the variation in scope represented by these PC install requests, seventy percent of PC installs occur within one month of the initial request.
  • Move and/or removal PC and PC-related equipment; and reconfiguration of existing PC’s including hardware and software modifications which includes security updates, software patches and updates.
  • It is recommended that service requests for new PC’s be submitted as early in the planning process as possible to allow time for procurement and site planning, which is a joint requestor/BCCS effort, to take place and ensure installations meet business needs.
  • Customer partnership to retire obsolete PC hardware migrating to the new high availability file and print infrastructure
  • Close working relationship between the State agencies and BCCS to plan and coordinate computer installations
  • Active assistance, partnership and consulting to blend customer business needs with technological capabilities.
  • Tracking of service costs and invoicing.
  • Continuous service improvement

How Can You Help?

  • DO NOT physically move PC equipment. Submit the required ESR to authorize CMS/BCCS End User Computing to perform the service
  • DO NOT install personal software; DO NOT install State-owned software not provided and installed by or at the direction of CMS/BCCS End User Computing
  • Ensure that your service order contains all required information including the Enterprise Service Request (ESR) IT Service Modification Addendum (See Link Below).
  • Ensure GOMB pre-approval on all new PC equipment orders
  • Allow for PC equipment order approval and delivery lead-time in your planning.
  • Clean out old or unused files stored on the file server
  • Surplus old personal computer equipment
  • Request unused or under-utilized software be removed so that it can be installed for other users without additional costs
  • Safeguard the CMS/BCCS owned assets and assist with annual inventory reconciliation.