Georgia Enterprise Technology Services (GETS) update, Vol. 2, Issue 1 (Jan. 8, 2010)

Georgia Enterprise Technology Services (GETS) Update
Volume 2, Issue No. 1

January 8, 2010

In This Issue
New IVR solution delivers improved service and dependability
Closing out GAIT 2010, shifting to GETS
Briefly...

New year brings emphasis on customer service
2009 was a year of massive change, with GTA leading the transformation of the state's IT enterprise. The transition was disruptive and required a great deal of commitment and hard work from GTA, state agencies and our service providers.
In addition to transforming state IT, we dedicated ourselves to "fixing" GTA, and we have strong indications that those efforts have also been successful:

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GETS Activities

q We have strengthened our financial position, now breaking even after long operating in the red.
q We have changed our service delivery model, discarding one that didn't work and building a new model that better serves our customers and the state.

q We have seen a steady climb in customer satisfaction with the Consolidated Service Desk since it was launched in June 2009.
q We have made vast improvements in the areas of communication, leadership and direction, according to a survey of GTA employees conducted in the fall. r 85% of employees said GTA has effective leadership, up from 59% in 2007. r 87% understood GTA's long-term goals and priorities, compared to 57% two years ago.
Our annual employee survey, which is conducted by an independent organization, also pointed to areas for improvement. In particular, we do not think that our reputation externally is as good as it should be. While we believe that we are providing good service and the data show that our ability to deliver has steadily improved, we want our reputation to improve as well. It often takes time for reputations to catch up with reality. Now that our transition is completed, we will have more time in 2010 to focus on relationships with our customers and our ability to deliver services.

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

We will continue to do our best to prove ourselves every day, ensure that the changes we have made work, and earn the trust of those we serve. Thank you for your support.

Patrick Moore State Chief Information Officer GTA Executive Director

New IVR solution delivers improved service and dependability
Contact centers throughout many state agencies use interactive voice response (IVR) systems to help serve their constituents. IVR systems must accurately process thousands of calls every day, and high call volumes mean that undependable or outmoded systems can cause big problems in a hurry. The state's technology transformation includes a new IVR solution that brings the reliability and innovation that agencies need.
The first contact center to undergo the conversion was the Department of Human Services Division of Child Support Services - by far the largest IVR application hosted by GTA, handling as many as one million calls every month. Because federal stimulus funds are available to DHS for system enhancements, the agency was eager to be the first in line for IVR transformation under the MNS contract.
Improvements over the old system were apparent right away. The old system lacked site redundancy and automated monitoring, and it was difficult for technicians to make necessary upgrades.
Flexibility and capacity for growth
The new service-based solution, VoiceTone Services offered by AT&T, provides dependability through site redundancy. Because the system is duplicated in two cities, recovery is faster and more complete if an outage occurs. In addition, the new solution offers flexibility with self-service options and extensive business reporting capabilities. Customers can make some adjustments using an AT&T Web site and modify their service through the Request for Solutions process. It also offers capacity for system growth. The robust engine provides proactive monitoring: Trouble tickets are automatically generated through AT&T's ticketing system when problems are detected.
Converting the DHS Child Support Services IVR system required rewriting the application to combine three business functions. The new system requires fewer transfers, using a single, streamlined menu tree instead of

three. The system is simpler and more efficient for DHS and the constituents who call.
A seamless migration
LeCretia Johnson, call center director for Child Support Services, is pleased with the outcome. "While this was a very large project involving significant call volume, it went extremely smoothly and target dates were met," she said.
"The migration was seamless for our customers, resulting in no interruption to service. We are beginning to reap the rewards of our new system as we have already been able to quickly add 'up front' announcements to educate and inform our customers so that we may serve them even better."
IVR conversions are also under way with the Department of Revenue and Department of Driver Services.
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Closing out GAIT 2010, shifting to GETS
With the transition of technology services to the state's enterprise providers now complete, GTA is pleased to bring the GAIT 2010 initiative to a successful close. Beginning January 1, GTA shifted to the Georgia Enterprise Technology Services (GETS) Program, which will continue to support the state's enterprise IT environment. The "GETS Program" name will refer to the state's consolidated computing and telecommunications service delivery program managed by GTA and serving state of Georgia organizations. You will see the change reflected in all our materials and communications, including our newsletter, now the Georgia Enterprise Technology Services (GETS) Update.
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Briefly...

As part of ongoing improvements to the Service Catalog (OrderNow!) to meet customers' needs, we've revised procedures for ordering new telephone service. When ordering new voice port basic/premium lines through Service Catalog, authorized users will be asked at checkout to click on a link and then provide end user contact information and other new line information. The new input becomes a required step in voice port order completion. 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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