Georgia Enterprise Technology Services (GETS) update, Vol. 3, Issue 5 (May 6, 2011)

Georgia Enterprise Technology Services (GETS) Update

Volume 3, Issue No. 5

May 6, 2011

In This Issue

Operational Stability Program tracks performance

Latest Service Desk survey results are in

Need help with a GETS billing issue?

Briefly...

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IBM bringing additional resources to the GETS program
As we mark two years since service transition, we are taking stock of the GETS program, where we are and where we want to be. And we listen to what you tell us, good and bad, about your experience.
What the state IT enterprise has achieved - with your support and participation remains impressive. Still, we know that issues continue with service delivery, and we lack the momentum we would like to see in transformation activities. IBM has developed an Operational Stability Program to address these concerns; you can read about the program in this issue of GETS Update.
Over the past several months, we have been working with IBM to bring more

Previous Newsletters
GTA Website
GETS Customer Resource Center
GETS Financial and Billing Resource Center
GETS FAQs

resources to GETS. IBM is bringing additional staff on board to target areas throughout the program, from the Request for Solution process to transformation projects and day-to-day operations.
IBM is shifting some staff from existing accounts as well as hiring new staff and providing training. The impact of adding these resources will not be apparent overnight, but we are confident that over time you will see an improvement in the service you receive. We will share more details as we proceed.
Thank you for your support.
Calvin Rhodes State Chief Information Officer GTA Executive Director
Operational Stability Program tracks performance
IBM is aiming to improve performance in service delivery and transformation activities under a new initiative called the Operational Stability Program. Implementation plans are reviewed and approved regularly by GTA.
Operational metrics reporting is a key component of the program, highlighting both gains and dips in service quality. For example:
q Service Desk performance is showing improvement but experienced dips in April due to unusually high numbers of calls because of heavy storms across the state. Since November, an additional 19 FTEs have been added.
q Hardware Break/Fix continues to exceed expected targets. q Hard IMACs, which include moves or installations requiring an onsite
technician, have gone from barely meeting minimum targets to exceeding expected targets. q Asset inventory accuracy has shown consistent improvement over the past year, moving closer to target levels. q We have seen acceleration in the rate of EUC refresh. q In the RFS process, it is taking fewer days to develop and gain approval of a solution.

Members of the Agency Advisory Council will receive regular updates on the Operational Stability Program, which includes operational readiness and program integration, server consolidation program alternatives, other transformation programs, and the operational assessments program. Some parts of the Operational Stability Program are still under development and not yet implemented.
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Latest Service Desk survey results are in
After a revamp of the customer survey for the Consolidated Service Desk, we have data for the first three months of 2011. Results indicate satisfaction among survey respondents.
The survey, which now more closely reflects the industry standard, is shorter than the previous version and allows respondents to more fully communicate their Service Desk experience. In addition, the survey is e-mailed to customers sooner after their interaction with the Service Desk.
The new version of the survey uses a different scale for rating performance. Respondents now answer questions by choosing from a range of answers:
Very Satisfied Satisfied Somewhat Satisfied Somewhat Dissatisfied Dissatisfied Very Dissatisfied
Numbers 6 (Very Satisfied) through 1 (Very Dissatisfied) are assigned to each response and used to calculate the score. Service Level Agreement (SLA) targets will be set using data collected from January through September of this year. For each of the first three months of 2011, both IBM and AT&T scored between Satisfied and Very Satisfied.
Survey response rates continue to be high, averaging 27 percent for January

through March, with a total of 1,145 surveys returned. We appreciate your time in completing the surveys; your feedback continues to be important to us.
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Need help with a GETS billing issue?
The GETS Financial and Billing Resource Center on the GTA website now includes tips for resolving billing disputes for infrastructure and managed network services.
The page includes directions for disputing a charge and gaining a credit if warranted. You can also find out about the process and the information you will need to submit.
As always, your GTA Service Delivery Consultant is available to assist you.
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Briefly...
Lanny Creedle is now serving as Interim Service Delivery Officer of GTA's Service Management Organization. Former Service Delivery Officer Kris Elia left GTA last month to accept a position with the Governor's Office of Student Achievement.
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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.