Georgia Infrastructure Transformation (GAIT) 2010 update, Vol. 1, Issue 20 (Sept. 18, 2009)

Georgia Infrastructure Transformation (GAIT) 2010 Update
Issue No. 20

September 18, 2009

In This Issue
New online option for reporting service problems
Enhancements continue to improve Service Catalog
usability
August point-of-service surveys show positive results

Governor Perdue to open Georgia Digital Government Summit
The Georgia Digital Government Summit, coming up on September 28-29, will give us a rare opportunity for a "big picture" view of IT in Georgia. I hope that many of you will plan to attend.
In particular, I hope you will be on hand to hear Governor Perdue as he opens the conference with remarks focusing on the future of the state's IT enterprise. The Governor's address is scheduled for 9 a.m. on Monday, September 28.
GTA has played an active role in organizing the event and helping to secure presenters representing both government and the private sector. Through the summit's advisory board, we have helped to build an agenda addressing topics that are relevant to the work we do and the challenges we face:

Quick Links
Previous Newsletters GTA Web Site GAIT FAQs
GAIT Activities

q Following the Governor's remarks, Mark Allen, a six-time world champion triathlete, will offer his perspective on personal and professional endurance.
q Then in the afternoon, I will moderate a panel of organizational leaders discussing IT from the CEO's perspective and how technology can be used to its best advantage.
q Tuesday's keynote address will feature Jerry Mechling, Ph.D., of Harvard University's Kennedy School of Government, who will talk about leadership in tough times.
q Throughout the two-day conference are concurrent sessions on a broad range of topics, including cost-saving ideas and innovations, security, performance measurement and business intelligence, and Web 2.0 and government.

September
True Up
Additional usability enhancements to Service Catalog (OrderNow!)
Maximo self-service for entering trouble tickets
Server and storage consolidation planning

The event will be held at the Omni Hotel at CNN Center. More information about the program, including registration information, is posted on the Summit Web site.

I look forward to seeing you there.

Patrick Moore State Chief Information Officer GTA Executive Director

New online option for reporting service problems

Using a new self-service option, users of the GETS (Georgia Enterprise Technology Services) Web portal can submit service requests, also called trouble tickets, for IT and telecom issues. The option offers an alternative to calling the Consolidated Service Desk for help. In addition, users can now search online for solutions that may help bypass the need for a ticket entirely. Currently, the new self-service option is available to agencies receiving Infrastructure Services through IBM.
Making self-service work for you
You complete your own service request (ticket) and submit it online through the GETS portal using a Service Request form. The form is transmitted to the Consolidated Service Desk team, who addresses it similarly to requests they receive by phone. Detailed instructions are provided in the Self-service Quick Reference Guide.
Online answers to common problems
The self-service option also lets you search online for remedies for commonly experienced problems. You may find answers that help you overcome obstacles right away.
Getting started
You can access self-service through Maximo on the GETS portal. To begin taking advantage of the self-service option, you'll want to follow these steps:
1. Pre-register for GETS portal access, if you haven't already. (See registration instructions on the Customer Training page of the GTA Web site).
2. Check with your agency representative to request authorization for access to the GETS portal and Maximo.
3. When these steps are completed, follow access instructions for Maximo provided in the self-service guide.
4. When first-time users log in to Maximo, the password will be: password. After your first login, you may update your password to match your GETS portal password or specify another password of your choosing.

The Self-service Quick Reference Guide will also be made available on the GETS portal (Account Services > Training Documentation).
We are confident you will find the self-service option helpful. And of course, you still have the option of calling the Consolidated Service Desk at 1-877GTA-3233 (1-877-482-3233) for help with IT and telecom concerns, just as before.
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Enhancements continue to improve Service Catalog usability
GTA and our service providers regularly update the Service Catalog (OrderNow!) to make it even easier and more convenient to use. The improvements are often prompted by feedback from customers or suggested by the Agency Advisory Council.
Here are highlights from the most recent updates:
q Updated catalog items: You have the flexibility to choose between Dell and Lenovo for PC equipment.
q Enhanced and more detailed status within the Service Catalog for service requests: You can look in the Service Catalog for Service Request updates instead of calling the Consolidated Service Desk or accessing Maximo.
q Enhanced functionality and better detail capture for moves and Solution Requests: Collecting more specific information will help speed delivery in these service areas as well as make the "shopping experience" easier for users. For example, if you are requesting an office move, you will be able to list particular pieces of equipment that are part of the move. You can also give a title to your Solution Request for ease of reference.
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August point-of-service surveys show positive results
Point-of-service surveys for the Consolidated Service Desk completed last month indicate that both IBM and AT&T are meeting expected customer satisfaction targets.
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. Survey responses last month totaled 413.
The August results indicated an average score of 8.1 for IBM and 8.0 for AT&T for the entire survey. The Service Level Agreement (SLA) requires a minimum score of 7.5 and sets the expected level at 8.0.
The survey also helps to track customer satisfaction based on the five customer service attributes set by OCS - courteous, helpful, accessible, responsive and knowledgeable. The highest-scoring attribute for August for both IBM and AT&T was courtesy; the lowest for both service providers was accessibility.
We expect to begin evaluating trends using customer satisfaction data in coming months. Data collected through September also will be used to develop a customer service improvement plan later in the fall. Improvement plans will be tracked and revised each quarter.
Customer feedback is very important, and we value your input. If you are randomly selected to receive a survey, please take a few minutes to respond. If you have already completed a survey, we appreciate your participation.
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q September 28 and 29 in Atlanta q Governor Sonny Perdue will deliver opening remarks on
September 28 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.

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