BCCS Services

PC Service

• Secured networked computer which includes the delivery, installation and configuration.
• Standard or Professional desktop or laptop computer offered.
  • Computers will be preconfigured with Microsoft Windows XP Professional SP2.
  • PC Lease billed separately.
• Standard or Professional Microsoft Office 2007 Suite offered:
  • MS Office 2007 Standard Suite: Word, Excel, PowerPoint, Outlook, SharePoint
  • MS Office 2007 Professional Suite: Word, Excel, PowerPoint, Outlook, SharePoint, Access, Publisher and InfoPath
  • Microsoft Enterprise Agreement (MSEA) billed separately
  • Available for existing and new computers. Computer must be compatible with use of the Windows XP 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 use of the Windows XP operating system.
• Computer Support:
  • Move, add, and change requests
  • Asset management support. Inventory information may be used to track equipment pertaining to moves and transfers to surplus and to conduct yearly inventories for verification
  • Secure data/hardware disposal in conjunction with the hardware obsolescence program. BCCS will be responsible for delivering replaced computer to surplus
  • 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.

• 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.
• BCCS supports and maintains a population of roughly 39,000 desktops and laptops, located throughout the State of Illinois. Installation of new PC's can represent a single unit to several hundred PC's, across multiple locations, within a single service request. Across the variation in scope represented by these PC install requests, seventy-five percent of PC installs occur within one month of the initial request.
• 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 blending business needs with technological capabilities.
• Tracking of service costs and invoicing.
• Continuous service improvement

• Ensure that your service order contains all required information including the Enterprise Service Request (ESR) Computer Addendum.
• Allow for desktop order approval and delivery lead-time in your planning.
• Clean out old or unused files stored on the file server
• Surplus old computer equipment
• Request unused or under-utilized software be removed so that it can be installed for other users without additional costs
• Do not install personal software or software not provided and installed by the State
• Do not physically move PCs to other users without the assistance of End User Computing

• For questions, contact a Service Representative by email: CMS.EUCSPR@illinois.gov

• To request a new PC or to modify an existing PC, please submit an IT Service Modification Addendum [XLS, 1MB] .