Georgia Enterprise Technology Services (GETS) update, Vol. 2, Issue 2 (Jan. 22, 2010)

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

January 22, 2010

In This Issue
Revised plan for support of local printers
Executive, business leader surveys to begin in February
What to do with that old computer
AT&T to provide toll-free phone service

Checking in with our customers
Over the next several weeks, I will be meeting individually with some of our fullservice customer agencies, those receiving all of their IT infrastructure and managed network services from IBM and AT&T. We will talk about the IT transformation, how far we have come and the benefits we are realizing together.

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Quick Links
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I look forward to discussing the customer satisfaction results that the Consolidated Service Desk is earning, the progress we are making in monitoring and improving performance through service level agreements and operational metrics, the new capabilities that are now available, and the strides we have made in governance for the enterprise. Equally important, I will not shy away from acknowledging our challenges, and I will ask agency leaders what we can do to improve service delivery and engage their help in bringing

GETS Activities

about necessary change.

February

I hope you are beginning to see that GTA is a changed organization, one that works effectively for agencies and the state. We are committed to earning a solid reputation that reflects the quality service we know we are now able to provide.
Thank you for your continuing support.

Roll-out of AT&T audio/ Web conferencing service
Transition to AT&T tollfree phone service

Patrick Moore State Chief Information Officer GTA Executive Director

IT asset refresh continues
Deployment of server tools continues

Revised plan for support of local printers

Server and storage consolidation planning

A new process is in place for obtaining support for local printers. Developed with input from agencies, the process is part of a planned migration from local printers to network printers. The goal is to reduce the number of local printers in the state's enterprise by 3,000 in FY 2010 while adding about 150 network printers. The shift toward shared printers will improve operating efficiencies, constrain costs and ensure a more environmentally friendly approach to printing.

Disaster recovery planning

To be eligible for support, the local printer must be an active asset. The Consolidated Service Desk can verify the status using inventory information.

To report problems with a local printer, contact the Service Desk at 1.877. GTA.3233 (1.877.482.3233). Technicians will make every effort to resolve the problem, assisting the user in troubleshooting error codes and hardware failures.

If the problem cannot be resolved remotely through the Service Desk, limited onsite support is available by entering an IMAC through the Service Catalog (OrderNow!) to schedule a deskside visit from Field Services at an additional charge. Field Services technicians will check drivers and connections but will

not service the mechanical operation, order parts, install parts, or replace the local printer.
As an alternative, a user can order a new local printer through the Service Catalog if a business need exists.
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Executive, business leader surveys to begin in February
Measuring customer satisfaction with technology services is a key component of the state's technology transformation. You are likely familiar with the point-of-service surveys sent to callers to the Consolidated Service Desk. You also may recall the baseline survey conducted in March 2009, prior to the service transition. The survey was administered by the University of Georgia and sent to two customer groups representing the 12 agencies that were part of GAIT from the beginning:
q Executives - agency heads q Business unit managers - approximately 150 agency business
leaders
The data collected from those surveys was used to establish the baseline score for assessing the performance and reliability of technology and managed network services. The data is also used to calculate the expected service level for the Overall Customer Satisfaction Service Level Agreement.
Beginning in February, agency heads and business unit managers of these agencies will be surveyed again, offering the first opportunity since service commencement to assess the performance of IBM, AT&T and their subcontractors.
The surveys are administered on two schedules:
q Agency heads are surveyed annually, with one-fourth of the group

receiving surveys each quarter of 2010. A schedule will appear in the next issue of the GETS Update. q Business unit managers are surveyed twice each year, with half receiving surveys each quarter.
Survey participants will be notified before the survey is e-mailed by UGA. If you receive a survey, please take time to complete it. With your input, we can measure progress and develop services that best meet our customers' needs.
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What to do with that old computer
If you have end-user computing equipment - a desktop, laptop, monitor or printer - that needs to be removed, here are initial steps to take:
q If the equipment you no longer need pre-dates GAIT 2010 and does not have a green inventory tag, contact DOAS Surplus for removal at star@doas.ga.gov.
q If the equipment has a green inventory tag, it will be removed by Dell at no additional charge to the agency. Before transporting a computer, Dell will render the hard drive inoperable and remove it. r If the equipment is not part of an existing IMAC, open an IMAC through the Service Catalog (OrderNow!), and Dell will pick up the equipment for disposal. r If the equipment is left over from an IMAC, please send an email to patti_kani@dell.com, and Dell will remove the equipment.
More detailed information is available from your GTA Service Delivery Consultant.
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AT&T to provide toll-free phone service

As part of the state's technology transformation, GTA will transition toll-free phone service to AT&T from the state's current provider. AT&T will contact each agency with toll-free phone service to verify contracts and service requirements for each toll-free number and set up accounts to transition the service.
Existing toll-free numbers will not change, and current customer agencies will see no new costs as a result of the transition. AT&T's toll-free phone service includes a comprehensive set of applications and online tools. Customer agencies can customize their service to meet individual needs and submit orders and make service changes online.
Agencies that do not currently have toll-free phone service may order it at any time through the Request for Solution process.
For more information, please contact your GTA Service Delivery Consultant.
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Briefly...
AT&T is visiting selected county tax commissioners' offices to check data switches and connectivity. The visits are being conducted in advance of MNS upgrades for GRATIS, the Georgia Registration and Title Information System, an online database used by tax commissioners' offices throughout the state to register vehicles with the Department of Revenue. AT&T is contacting the selected sites prior to the visits.
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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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