Project Information
Project Name: Citywide IT Staff Augmentation and Emergency Operations Support
Project Start Date: April 2018
Project End Date: Ongoing
Project Budget: $12M+ (Cumulative across multiple task orders)
Number of Staff Involved: 35+ active staff
Types of Staff Involved:
- Project Manager
- Assistant Operations Manager
- Systems Engineers
- Network Engineers
- Operations Analysts
- Systems Operators (Tier I–III)
- Quality Assurance Analysts
- Emergency Communications Specialists
Project Overview
Client :
City Of Dallas, TX
Email :
janice.peters@dallas.gov
Phone :
O:214-670-4559 | C:214-701-2402
Point of Contact :
Primary Contact Person’s Name: Janice L. Peters Title: Manager – Information Technology Affiliation/Company Employed By: City Of Dallas, TX
Degree to which offered key personnel were primarily responsible for project delivery: Many of the same personnel proposed for the NYSDOT STICC/ETO effort have served in lead roles for the Dallas engagement. Key staff such as the Systems Engineers and Daily Operations Supervisors provided oversight, real-time decision-making, and stakeholder coordination to ensure 24×7 operational continuity. Our Daily Operations Manager and Project Manager led performance reviews, surge response plans, and incident tracking with direct interaction with city and state officials.
Description of all services provided and how they were/are comparable to the size and scope of the services specified in this RFP:
TSCTI provided citywide IT staffing and 24×7 support for Dallas’s Emergency Management and Intelligent Transportation Systems (ITS) divisions. Services included:
- Round-the-clock systems monitoring, incident response, and dispatch operations
- Technical support for ITS infrastructure (CCTV, VMS, detection systems, and network communications)
- Staff management, onboarding, retention, and surge staffing to support peak load and emergencies
- Development of SOPs, system documentation, QA checklists, and critical incident workflows
- Real-time communication coordination across emergency services, transportation, and public works
- Training programs to build resilience among operators and ensure readiness for field deployments
These align directly with NYSDOT’s desired experience areas such as emergency transportation operations, staff retention and development, stakeholder coordination, and 24×7 dispatch systems.
An explanation of the size and complexity of the project, including how it compares in size to this project: The City of Dallas project involved managing IT and operational support for over a dozen departments, including traffic management, emergency services, and citywide public infrastructure—mirroring the STICC’s cross-agency coordination scope. This project required 24×7 readiness, staffing across multiple shifts, surge hiring for large-scale weather and event emergencies, and direct integration with field ITS hardware—all paralleling NYSDOT’s operational model and service volume.
A list of all subconsultants and the duties they performed (if applicable): No subconsultants were used; TSCTI delivered 100% of services using in-house resources and maintained an onsite account manager for all coordination.
Project results and benefits delivered to the client:
- Achieved 98% staffing retention across all roles for over 3 years
- Reduced average incident escalation time by 40% through effective shift supervision and QA processes
- Deployed a flexible staffing model that accommodated overnight surges, emergency deployments, and 24×7 coverage
- Improved inter-agency communications through updated SOPs, real-time dashboards, and staff cross-training
- Contributed to safer and more efficient emergency transportation response across the Dallas metro area
Delivered consistent reporting, performance evaluations, and technical upgrades that directly supported city-level strategic IT initiatives
