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Office of Management & Finance

Bureau of Technology Services

Front Desk: 503-823-5198

BTS HelpDesk: 503-823-5199

1120 SW 5th Avenue, Suite 450, Portland, OR 97204

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Service Name (formally

BTS Service Owner

Business Solutions / eGovernment

Service Description

eGovernment services provide online accessibility to City services. BTS provides a platform of online applications and services to meet the City’s business needs.

The (formerly PortlandOnline) portal is the official web presence for the City of Portland, Oregon. In addition to standardizing the management and presentation of online content, the system is also integrated with other City online services such as the Payment Gateway, EBS Employee Self Service, etc..

Included Service Features (included in the standard cost)

  • Coordination and planning with Citywide stakeholders on E-Government activities and initiatives
  • Develop and publish site standards and best practices (see current standards and best practices at
  • Maintenance and support of portal and its underlying systems
  • Provides central Single Sign On (SSO) system for and 3rd party services
  • Provides online streaming video services for presentation of City Council hearings/events
  • Provides video hosting to allow bureaus to post video content on
  • Provides maintenance and support of content management features including: content management, portal authentication, calendars, notifications, polling, user feedback tools, and searching
  • Content management system training courses and support documentation
  • Content management permissions management
  • Regular Content Managers meetings and discussion forums
  • Web site hosting, storage and backup
  • Bureau and Elected Official web site design and consultation
  • At manager discretion staff are available to consult on new projects for up to 3 hours to assist in scoping and feasibility.  Continuing beyond this limit will require the submission of a project request and the creation of an internal order for billing. 

Billable Service Features (not included in the standard cost)

Billable services include, but are not limited to, the following:

  • Custom feature application development and support
  • Custom OSS applications, website design and implementation using the Drupal framework
  • Custom online video streaming services
  • TrackIT Online forms: custom online forms and online services
  • Content restores from back-ups
  • Bureau and Elected Official website redesign and site customizations
  • BTS Rate Sheet FY 14 - 15

Customer Responsibilities

Identify and provide contact information for the bureau’s web content manager

Attend training before receiving permission to post content

Service Hours, Support and Scope Availability 24x7x365  (excluding scheduled maintenance)

Standard business hours 8:00am - 5:00pm  M-F

BTS HelpDesk  7:00am - 4:30pm  M-F  503-823-5199

Service Level Targets

  • Average 99.9% annual uptime for Portland Online (Excluding scheduled maintenance)

Service Initiation

To initiate service, you can do either:

  • Contact BTS HelpDesk - 823-5199  
  • Service request must be made by a bureau authorized individual  (designated web content manager or Technology Services liaison)
  • Duration between request and project implementation will vary according to the nature of the request and resource availability