- Collection:
- Georgia Government Publications
- Serial:
- Georgia Enterprise Technology Services (GETS) update.
- Title:
- Georgia Infrastructure Transformation (GAIT) 2010 update, Vol. 1, Issue 12 (June 12, 2009)
- Creator:
- Georgia. Technology Authority
- Contributor to Resource:
- Georgia. Technology Authority
- Publisher:
- Atlanta, Ga. : Georgia. Technology Authority
- Date of Original:
- 2009-06-12
- Subject:
- Georgia Enterprise Technology Services--Periodicals.
Georgia Technology Authority--Periodicals.
Georgia Technology Authority--fast
Information technology--Georgia--Periodicals.
Information technology--fast
Georgia--fast--https://id.oclc.org/worldcat/entity/E39QbtfRqxTprd8K9cKJmxr4Wc
Georgia Government Documents--Serial - Location:
- United States, Georgia, 32.75042, -83.50018
- Medium:
- publications (documents)
- Type:
- Text
- Format:
- application/pdf
- Description:
- Began with: Volume 2, issue no. 1 (January 8, 2010); ceased with: Volume 5, issue no. 10 (October 8, 2013).
One issue only published for November 2010?
Volume 2, issue no. 1 (January 8, 2010); title from PDF caption (Georgia Government Publications database, viewed August 7, 2019).
Volume 5, issue no. 10 (October 8, 2013) (Georgia Government Publications database, viewed August 8, 2019). - External Identifiers:
- Call Number GA T450 .P1 E5 1/12
- Metadata URL:
- https://dlg.galileo.usg.edu/id:dlg_ggpd_i-ga-bt450-b-pp1-be5-b1-s12-belec-p-btext
- Digital Object URL:
- https://dlg.galileo.usg.edu/do:dlg_ggpd_i-ga-bt450-b-pp1-be5-b1-s12-belec-p-btext
- Language:
- eng
- Holding Institution:
- University of Georgia. Map and Government Information Library
- Rights:
-
Georgia Infrastructure Transformation (GAIT) 2010 Update
Issue No. 12
June 12, 2009
In This Issue
Field Services team stands ready to help
New toll-free number lets customers provide anonymous
feedback
Quick Links Previous Newsletters
Adjusting to new ways of doing business
We know you have a lot to get used to - new IT providers, practices and processes. We are committed to helping you adjust to the changes and take advantage of the benefits the state's IT transformation is bringing.
In this week's newsletter, you will find information about working with the Field Services team, part of the new Consolidated Service Desk. When the assistance you need cannot be provided over the phone, Field Services technicians will come to the desk of GTA customers to provide support for enduser computing equipment, such as desktops, laptops, tablet PCs and network printers. The team aims to address and resolve your issue as quickly as possible.
GTA Website GAIT FAQs Milestones
As our service delivery evolves, you can play an important part in helping us continually improve customer service. The article below explains how you can comment - anonymously if you'd like - about your customer service experience and offer ideas for improvements. The new toll-free number - 1.877. opinGTA - is one of several ways you can let us know how we are doing.
We are glad to serve you, and we look forward to hearing from you.
Patrick Moore State Chief Information Officer GTA Executive Director
June
Consolidated Service Desk launches with 24/7/365 coverage and toll-free number: 1.877.482.3233
Maximo for service ticket tracking launches on GETS portal
Point-of-service surveys begin for Consolidated Service Desk
Field Services team stands ready to help
When you call the new Consolidated Service Desk, staff will do their best to take care of what you need right away. If your issue requires an on-site visit, they will arrange for a Field Services technician to come to your desk.
IT asset inventory continues
Chargeback (invoicing) for Managed Network Services launches on GETS portal
July
Field Services technicians provide support for end-user computing equipment, such as desktops, laptops, tablet PCs and network printers. They also perform Installs, Moves, Adds and Changes (IMACs) of equipment for end users. IMACs are initiated through the OrderNow! online service catalog and then routed to Field Services.
IT asset refresh planning continues, pilots begin
Server and storage consolidation planning continues
You'll find FAQs about working with Field Services on the GTA website. Here are a few highlights.
Disaster recovery planning continues
How do I contact Field Services?
The Consolidated Service Desk is the point of contact for problems. If your problem requires an on-site visit, service desk staff will engage Field Services. You can reach the service desk at 1.877.GTA.3233 (1.877.482.3233). All new requests for services should be initiated through the OrderNow! online service catalog.
Initial results from point-ofservice surveys available
Initial MNS management reports available
View All Milestones
If I don't work in downtown Atlanta, will Field Services visit my
office?
Field Services technicians will visit GTA customers in all state of Georgia sites as needed.
What are the working hours for Field Services?
Field Services technicians are available Monday through Friday, 8 a.m. to 5 p. m., excluding state holidays. The Consolidated Service Desk operates around the clock.
Will Field Services assign certain technicians to my building?
Any Field Services technician is equipped to support any GTA customer site. Rather than being dedicated to any one building or site, Field Services technicians are assigned to specific regions of the state and serve sites in that region.
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New toll-free number lets customers provide anonymous feedback
GTA is committed to making sure agencies receive outstanding customer service, and we are pleased to offer a new and convenient way for customers to provide feedback about service delivery.
With the launch of 1.877.opinGTA, customers have the option of commenting anonymously on their customer service experience and offering suggestions for improvements. When customers call, they hear a recorded greeting and, following a tone, can leave a voice message of up to three minutes in length.
The messages are transcribed on a regular basis and reviewed by customer service teams from GTA and our technology service providers. Action plans are created to respond to any trends or customer needs.
For time-sensitive concerns, customers should call the Consolidated Service Desk at 1.877.GTA.3233 (1.877.482.3233).
GTA offers several other ways for customers to comment on service delivery. You can submit comments on the Contact Us page of GTA's website or contact your GTA Service Delivery Consultant directly. If you don't know how to contact your SDC, go to the GTA website, enter your agency's name or acronym in the "Find Your Service Delivery Consultant" box on the right side of the homepage, and click "Go." A new window will open displaying the name and contact information for your SDC.
We are also asking a sampling of callers to the Consolidated Service Desk to complete a brief survey to find out if their service issues were resolved in a timely manner.
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We welcome your comments and questions about service transition and the state's IT transformation.
Submit your comment or question
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