Georgia Enterprise Technology Services (GETS) update, Vol. 2, Issue 22 (Oct. 29, 2010)

Georgia Enterprise Technology Services (GETS) Update

Volume 2, Issue No. 22

October 29, 2010

In This Issue

Service Desk surveys to be shorter, more useful

Expanded listings make it easier to find your GTA
Service Delivery Consultant

Briefly...

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Third quarter customer satisfaction scores continue climb
The results of the third quarter customer satisfaction surveys are in, and they indicate continued movement in the right direction. Between July and September, the surveys asked a portion of executives and business managers from GETS full-service agencies to assess the performance of the state's IT service providers. Scores for both IBM and AT&T showed improvement from the first and second quarters of this year.
We have been meeting with agency leaders during the past several weeks, and we know that we still have problems to solve. We are working closely with our service providers to continually enhance the service you receive and meet your expectations. Improving the customer experience remains a top priority and long-term commitment for us.

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GETS Financial and Billing Resource Center
GETS FAQs

Our fourth quarter customer satisfaction surveys will begin in November.When those results are calculated in early 2011, we will have a full year's worth of survey data, placing us in a better position to identify trends and gaps.
We appreciate your participation in our surveys, and we want to make certain the data we gather is as meaningful as possible. I hope you will read the article in this issue of GETS Update about the modifications we are making to the Consolidated Service Desk survey to make it more useful and user-friendly.
Thank you for your ongoing support.
Patrick Moore State Chief Information Officer GTA Executive Director
Service Desk surveys to be shorter, more useful
Surveys of customers of the Consolidated Service Desk began in June 2009, the same month the Service Desk was launched. Data from the more than 7,000 survey responses we have received since then have guided changes we have made to ensure the Service Desk resolves issues and assists customers effectively. For September 2010, scores for both service providers remained above the expected value of 8.0 on a 10-point scale (AT&T - 8.41; IBM - 8.44). To make sure that the surveys continue to provide relevant, useful information, we are revamping the questions. The new, shorter format also will be easier for respondents.
Why the change?
When the survey was developed, it was based on the 19 Georgia Service Quality Index questions and measured performance against the state's customer service attributes - courtesy, helpfulness, accessibility, responsiveness and knowledge. Scores for those attributes have been consistently high, indicating that standards are being met.

However, survey respondents have suggested that the survey is too long and does not allow them to fully communicate their Service Desk experience.
What will be different?
The new format will include fewer questions and better reflect industry standards. For example, it will still include one question about customer service attributes, but will make room for other questions such as, "How satisfied are you with the amount of time taken to resolve your problem?" Also, the new survey will ask respondents follow-up questions if a previous response was negative. This approach gathers more details about customers' concerns so that processes may be changed when needed.
The survey will likely include as few as eight questions and no more than 15 when negative responses prompt follow-up questions. We expect to begin using the new format by January 2011.
Thank you for your continuing participation in surveys of the Service Desk.
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Expanded listings make it easier to find your GTA Service Delivery Consultant
GTA recently doubled the number of customer listings in our Find Your Service Delivery Consultant database, making it easier for customers in state agencies and local governments across Georgia to get help when they need it.
As you know, GTA assigns a Service Delivery Consultant (SDC) to each of its customer agencies. Our SDCs serve as your advocate and work directly with the state's technology service providers and other GTA teams to get answers to your questions or connect you with the right resource.
Specific service problems should always be reported to the state's Consolidated Service Desk by calling toll-free 1.877.482.3233, but our SDCs are available to help with other issues. Here are a few examples:

q There's an error in your agency's invoice, but you don't know who to contact to get it corrected.
q You need to order a new service but don't know how to access or use OrderNow!, our online service and equipment catalog.
q Your agency is experiencing a persistent service problem that can't seem to be resolved.
Most of our new listings are for partial-service customers outside metropolitan Atlanta who may purchase only one or two services, such as telephone or data services. They are now able to more easily get the same personalized attention as our full-service customers.
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Briefly...
Several enhancements were made to the Service Catalog (OrderNow!) this month. Among the updates:
q Developer workstations are now included among end-user computing items.
q Video conferencing room requests are no longer made through the catalog. Requests for video conferencing rooms should now be submitted through the Request for Solution (RFS) process.
You can find a complete listing of Service Catalog updates on the GETS portal.
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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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