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Behind the scenes at 3600

Information technology service centre employees from left, Tyler Ellsworth, Andrew McGuire, Ken Tran, Steve Marchbank, Rachel MacAusland and Manager of Service Delivery Mark Arsenault with the cot they purchased so they can stay overnight during big storms.

We’ve all done it. Don’t deny it -- you have too.

Forgotten your password or come up against some technological roadblock that only a call to “3600” can remove.

Every month, between 5,000 and 6,000 calls are made to the Information Technology Service Centre’s Communications hub on Burns Avenue.

Twenty six people work there 24 hours a day, seven days a week, 365 days a year to make sure the the work of between 15,000 and 16,000 government employees  keep functioning smoothly when it comes to technology.

“We’re always busy day after a long weekend when people forget their passwords and nothing works,” said Mark Arsenault, Manager of Service Delivery.  

Todd Gallant

Arsenault knows any significant down time can cause serious havoc especially with the provincial clinical information system. That’s why some staff stayed 50 hours straight during some of last winter’s epic snowstorms.

This year they’re better prepared, they bought a cot, some blankets and pillows and an emergency kit with food.

They do a good job responding to all of our demands and needs – the average call wait time is 30 seconds for the Clinical Information System and one minute for other government services.

They just conducted a review of their operation and built a 36-month road map and strategy to expand services and make them more efficient.

“The footprint for information technology for government is growing,” Arsenault said.

“We are working to be more efficient so employees consider us a value added partner - to help people do things better rather than just fixing their problems.”

 “We’re government employees trying to help government employees do their jobs better. The end result will be better service to the people of PEI.”

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