Georgia Infrastructure Transformation (GAIT) 2010 update, Vol. 1, Issue 3 (Mar. 6, 2009)

Georgia Infrastructure Transformation (GAIT) 2010 Update

Issue: No. 3

March 6, 2009

In This Issue

Preparing agencies for service commencement

Command Center will help ensure service delivery

Measuring service delivery and customer satisfaction

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Service commencement for IT infrastructure services is less than one month away.
So what does it mean to you?
1. It means IBM will begin providing infrastructure services to 12 state agencies on April 1.
2. It means state employees who now provide those agencies' infrastructure services will become IBM employees.
3. It means we will begin making transformational changes in the way we do business and start providing a more stable and secure way of operating the state's technology.
A temporary dip in service levels usually occurs with such service transitions due to their complexity, but we are prepared to respond quickly to any service

GTA Website Milestones

delivery issue. A graphical depiction of the anticipated dip and recovery shows what often happens.
Our intent is to ensure continuity of service delivery while moving as quickly as possible to a fully transformed technology environment.
Patrick Moore

April 1 - IBM begins providing IT Infrastructure Services
April - AT&T service pilot

GTA Executive Director State Chief Information Officer

May 1 - AT&T begins providing managed network services

Preparing agencies for service commencement
While it's important to know what GTA, IBM and transition/transformation leads from state agencies are doing to get ready for service commencement, other agency staff are asking what they need to know to prepare for April 1.

June 1 - Statewide Service Desk with 24/7/365 coverage launches
View All Milestones

Most agency staff won't initially need to do anything different from what they do today. The routine procedures used by the majority of agency staff - such as reporting a problem with their computer - will remain unchanged at service commencement. We've compiled a list of common questions we've received about end-user procedures and posted answers on GTA's website.

However, a few procedures that are less visible to end-users will change at service commencement. IBM is integrating some of its procedures with agency procedures where required to ensure successful service delivery. To prepare agencies for those changes, IBM will conduct training sessions for agency transition/transformation leads and key IT staff. The training sessions will take place in groups beginning March 9 and continuing through March 17.
Agencies can expect communications from GTA and IBM in coming weeks with important information about training schedules and learning materials that will be posted for ongoing reference.
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Command Center will help ensure continuity of service delivery
GTA and IBM will staff a Service Commencement Command Center during service transition to ensure a quick response to any service delivery issue.
The transition of IT infrastructure services is a complex operation, and the Command Center is one more step we are taking to ensure continuity of service delivery. It will supplement existing processes and operate from March 25 through April 15. Beginning at service commencement on April 1, the Command Center will check in several times a day with the 12 state agencies receiving their IT infrastructure services from IBM.
GTA's service delivery consultants will also be onsite at state agencies on April 1 along with staff from IBM.
Working with GTA to set up the Command Center is only part of the extensive preparations on IBM's side to assume responsibility for service delivery.
q IBM's management team is fully staffed and in place. q Its team developed a comprehensive Day One Readiness Checklist
and an Interim Service Plan to document processes, risks, mitigation plans and key contacts. q IBM, GTA and other state agencies also reviewed requirements for critical processes, including incident management, problem management, change management and escalation management.
Meanwhile, GTA continues to track preparations for service commencement through our Transition Readiness Document and Checklist.
In addition, transition plans for each of the agencies are complete and provide a detailed list of activities and processes to prepare for service commencement. We received initial feedback from agencies about their transformation plans, which look beyond service commencement to focus on improvements to the state's technology environment over the next two years and beyond. Development of the transformation plans will continue through the upcoming summer.

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Measuring service delivery and customer satisfaction
Measuring how our technology providers deliver services is a critical part of the state's new contracts for IT infrastructure and managed network services. Service level agreements (SLAs) are one essential way to measure performance, but customer opinions and impressions about service delivery are another. We included customer surveys in the contracts to support Governor Perdue's customer service initiative. (For more about SLAs, see our February 20 newsletter.)
To get started, we are creating a baseline by surveying agency heads and about 150 key staff in the agencies that will receive IT infrastructure services from IBM beginning April 1 and managed network services from AT&T beginning May 1.
The baseline survey will be conducted in March 2009 and ask about the quality of service delivery prior to the transition of services to IBM and AT&T. As a result, it will provide us with a starting point from which to measure future service delivery by our new technology service providers.
Additional surveys are scheduled:
q In June 2009, we will begin conducting routine point-of-service surveys by sampling callers to the state's new consolidated, enterprise Service Desk.
q In October 2009, we will begin regular surveys of GTA's Service Management Organization to ensure IBM and AT&T are meeting GTA's customer service expectations.
q In February 2010, a sampling of customers will be surveyed about the quality of service delivery and their total technology experience. We will also begin regular surveys of agency heads and their key staff.
Other avenues for customer feedback:
q Customers can always discuss service issues with the GTA service

delivery consultant assigned to their agency or region. q Beginning in June 2009, customers will be able to call a toll-free
number to leave voice mail about their service experience - positive or negative. Back to top
We welcome your comments and questions about the upcoming service transition and the state's IT transformation. Submit your comment or question
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