Georgia Infrastructure Transformation (GAIT) 2010 Update Issue No. 18 August 21, 2009 In This Issue Point-of-service surveys track progress Complete information speeds MNS orders Briefly... Reporting our first service levels Measuring customer satisfaction and using the results to make decisions about service delivery are among our most important strategies for ensuring the success of the state's technology transformation. In fact, customer satisfaction is so important, we've included it in our service level agreements. If our service providers don't meet clearly defined service levels, they risk financial penalties, and it can even affect the compensation of account executives. In recent weeks, I've written about service levels and how we are beginning to analyze performance data from our technology providers. Less than four months since service transition, we are reporting the first of our service levels, Quick Links Previous Newsletters GTA Web Site GAIT FAQs GAIT Activities and it's around customer satisfaction with the Consolidated Service Desk. In short, IBM is already exceeding the minimum customer satisfaction level for infrastructure services, but the results for managed network services show a need for improvement. You can learn more in the following article about pointof-service surveys for the Service Desk. I've warned about a temporary dip in service at the beginning of complex service transitions such as ours. Because it's expected, we are ready to respond. We work every day alongside our technology providers to make improvements, and one way to validate those improvements is by asking customers about their service experience. If you receive a point-of-service survey, I hope you will take a few minutes to respond. We value your input and ongoing support. Patrick Moore State Chief Information Officer GTA Executive Director August True Up Usability enhancements to OrderNow! online service catalog Maximo self-service for entering trouble tickets Disaster recovery training Change management training Server and storage consolidation planning Initial IBM management reports submitted Point-of-service surveys track progress, help identify areas for improvement Deployment of mid-range server tools Results from point-of-service surveys for the Consolidated Service Desk are in, and while they show areas needing improvement, they also show IBM is exceeding minimum customer satisfaction levels for infrastructure services. GTA began the point-of-service surveys in June with the launch of the Service Desk, which consolidated 21 service desks across 12 state agencies. The surveys are e-mailed to 20 percent of service recipients the day after the closing of their service ticket. They contain 19 questions set by the Governor's Office of Customer Service (OCS), and scores are based on a scale of 1 to 10, with 10 representing the most positive response. Among the findings for July: q IBM's average score was 7.83 and AT&T's was 6.97 for the entire survey. Our service level agreement requires a minimum score of 7.5 and sets the expected level at 8. q Survey response rates remain high: Of the 748 survey requests sent in July, more than 45 percent yielded responses. June's response rate was just over 40 percent. Different ways to slice it The survey is designed to assist us in tracking customer satisfaction in a variety of ways. For example, it asks respondents to rate their experience based on the five customer service attributes set forth by OCS - courteous, helpful, accessible, responsive and knowledgeable. The highest-scoring attribute for July was courtesy for both IBM and AT&T; the lowest for both service providers was responsiveness. Taking action The survey uses a methodology based on state standards, and we are working to refine how we collect data. We expect to be able to evaluate trends using customer satisfaction data in coming months. Although we are continually working with our service providers to make needed changes in service delivery, customer satisfaction data collected through September also will be used to develop an improvement plan later in the fall. Improvement plans will be tracked and revised each quarter. Back to top Complete information speeds MNS orders When you place orders for managed network services using the Service Catalog (OrderNow!), having the necessary data will ensure your order is handled promptly. A complete list of data requirements is in the Service Catalog, but here is a list of requirements for a few of the most commonly requested services. New site - Be sure to include: q New complete address (street address, city, state and zip) q Site contact name and phone number for the new site q Bill To number and Ship To number if you have it; if not, be sure to request a new Ship To number Basic voice/phone services - For each phone, be sure to include: q Type of phone you are requesting q Features you would like for the phone (options are listed in the Service Catalog) Phone line service (no handsets) - Be sure to include: q A working number at the site Voicemail boxes - In the comments section, state the type of action you are requesting, such as: q Obtain or reset the password q Relocate the mailbox q Remove the mailbox q Modify the message q Use a system message Audio conferencing with Web conferencing - Be sure to include: q Name and physical address of the moderator q Agency code (Bill To number) of the moderator As a reminder, AT&T accepts an MNS order after validating that the minimum data needed to process the order has been provided. Back to top Briefly... We are continuing to document and review each call to 1.877.opinGTA, the toll-free phone line for customers to comment anonymously on their customer service experience and offer suggestions for improvements. Seventeen messages were recorded between June 1 and August 17. Concerns expressed by callers are logged, and GTA's Service Management Organization then makes process changes when needed. The 1.877.opinGTA line is not designed as a means for escalating specific service issues; rather, it offers another way for customers to share their opinions and ideas. In our previous issue, we included an article about recent enhancements to make the Service Catalog (OrderNow!) easier to use. For added convenience, we've published a Service Catalog Quick Reference. It's written to help users better understand when to use the Service Catalog, who may use it, what can be ordered and how service requests are handled. Back to top q September 28 and 29 in Atlanta q Only $25 for public-sector employees q For breakout session topics, keynote speakers and registration information, visit the Summit Web site We welcome your comments about service delivery, the state's IT transformation and related topics. You can submit comments online or call our toll-free number to leave a recorded message. Email Marketing by