Georgia Infrastructure Transformation (GAIT) 2010 update, Vol. 1, Issue 26 (Dec. 18, 2009)

Georgia Infrastructure Transformation (GAIT) 2010 Update
Issue No. 26

December 18, 2009

In This Issue
Rollout begins for new audio/ Web conferencing services
AT&T to hold disaster recovery tabletop exercises
with agencies
Customer satisfaction keeps getting better
EUC standard configuration details now on GETS Portal

Metrics confirm progress in service delivery
We've talked often about how operational metrics, including service level agreements (SLAs), will help us gauge the performance of our service providers and the success of our transition.
Now with a few months of data under our belts, we are beginning to see results. We are hitting many of our targets, and performance is often surpassing expectations.
Here are a few examples:
Point-of-service surveys indicate that Service Desk customers are pleased with the service they receive. Both IBM and AT&T are consistently earning scores above the expected level of 8 on a scale of 1 to 10.

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Many problems reported to the Service Desk are being handled promptly. In fact, as much as 95 percent of Tier 1 issues, such as password resets, problems logging into applications and how-to questions about standard software, are being resolved with the first call.
The improvements we have made to the Request for Solution process are making a difference. The total number of days required for the process is down by two-thirds, shrinking from 100 to 32 days. This process was not working well early on, but input from customers helped us work with IBM to make changes that not only speed the process, but also allow us to track progress at each step.
Since August, the on-time completion rate for orders for managed network services (MNS) has remained above the target level of 90 percent.

December
IT asset refresh continues
Deployment of server tools continues
Server and storage consolidation planning
Disaster recovery planning

While these results are a great start, we are not allowing ourselves to become comfortable where we are. Once all of the SLAs are phased in over the course of several months, we will have 60 service level metrics for IT infrastructure services and 43 for MNS. Verifying and analyzing the data is time consuming, but we are managing performance every day.

We know we will have dips and gaps to address, but our goal is continuous improvement. We are working with the service providers to ensure that our agency customers are receiving the services they need and for which we have contracted.

Thank you for your support.

Patrick Moore State Chief Information Officer GTA Executive Director

Rollout begins for new audio/Web conferencing services
The transition to the state's new audio and Web conferencing services began in December following a successful pilot at GTA. The conversion to AT&T Reservationless TeleConference and AT&T Connect Web Conferencing services is scheduled in phases by agency and designed to be seamless for existing account holders.
As part of the service transition, existing account holders receive a notification from GTA to let them know when they can expect new account information directly from AT&T. The new account information includes your dial-in number, access code and host password, which are used with both services, and a URL for Web conferencing.
You also receive links to activate your account, download AT&T client software and sign up for complementary training.
Your current service will remain active for about two weeks after receiving information from AT&T about your new account. You do not need to take any action to close your account with the current service provider.
With AT&T's conferencing services, you get audio and Web conferencing in a single package. For your voice conferencing needs, AT&T provides conferencing 24/7/365 without reservations. The service includes standard voice features such as mute/unmute, participant count, raise hand and usage reports. You can add Web conferencing when you need it, thereby opening up options such as application sharing, whiteboarding, polling and chatting. The services offer integration with mobile devices.
Customer assistance with AT&T's audio and Web conferencing services is provided through AT&T's Conference Help Desk at 1.888.796.6118.
If you are an existing conferencing account holder, your GTA Service Delivery Consultant can answer questions about your agency's service transition schedule.
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AT&T to hold disaster recovery tabletop exercises with agencies
AT&T will meet with individual agencies in January to conduct disaster recovery (DR) tabletop exercises that informally test agencies' recovery plans. Strengthening DR capabilities is part of the state's technology transformation.
The exercises, which focus on MNS services, will simulate an emergency without the pressures of an actual urgent situation. The exercises last only 60 to 90 minutes, and there is no use of equipment and no deployment of resources. Participants examine and resolve problems using existing DR plans, then identify any issues or gaps. Roundtable conversations can uncover outstanding issues that, when addressed, leave the agency in a stronger position to recover business functions.
The primary goal of the exercises is to encourage each agency to give additional thought to how it would recover from a catastrophic loss of a location so that AT&T can create a focused DR plan for data and voice services.
Before conducting the tabletop exercises, AT&T will meet with participating agencies to set a date for the exercise, define test parameters and identify participants. For more information, please contact Bob Pisano, AT&T's Disaster Recovery Team Lead, at bob.pisano@att.com or 704.763.2733.
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Customer satisfaction keeps getting better

Customer satisfaction with the Consolidated Service Desk is continuing its upward trend, according to the November point-of-service surveys.
Both IBM and AT&T achieved their highest overall ratings since the surveys began: IBM earned 8.52 and AT&T scored 8.48. The Service Level Agreement (SLA) requires a minimum score of 7.5 and sets the expected level at 8.0. Scores are based on a scale of 1 to 10, with 10 representing the most positive response. The response rate for November was 29.6 percent, topping the October rate of 28.9 percent.
Applying best practices - tools, processes and training - is yielding positive results. Even as customer satisfaction steadily climbs, a continuous improvement plan has been implemented to keep the focus on providing the best service possible. In November, the Georgia Enterprise Technology Services (GETS) Survey Team held their first onsite sessions with Service Desk agents to discuss the surveys and the key role agents play in building customer satisfaction. The more the Service Desk team understands the GETS customer, the better service they will be able to provide.
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EUC standard configuration details now on GETS Portal
How much memory will you get when you order a new desktop computer? What kind of processor? Which laptop best meets your needs? Everything you'll need to know is now posted on the GETS Portal.
You can access a complete list of the standard end user computing (EUC) configurations for Dell and Lenovo desktops, laptops, tablets and peripherals. Once you log in to the GETS Portal, select the Account Services tab and then choose the GTA EUC Standard Configurations folder. The information is also available in the Service Catalog.
If you don't have access to the GETS Portal, you can find instructions for registering on the GAIT Training page.

Back to top 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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