Georgia Enterprise Technology Services (GETS) update, Vol. 3, Issue 7 (July 1, 2011)

Georgia Enterprise Technology Services (GETS) Update

Volume 3, Issue No. 7

July 1, 2011

In This Issue

Focus on GETS councils encourages greater agency
involvement

A quick look at operational metrics

Resources for IT executives

Quick Links

Taking an objective look at GETS
We are well into the third year of the state's technology transformation initiative. I thought now would be a good time to take stock of our overall progress, including GTA's service relationship with its client agencies and our contractual relationship with IBM and AT&T.
Accordingly, I have hired KPMG, through a competitive procurement, to conduct an independent assessment of the GETS program. The purpose of this "health check" is to provide us with a full understanding of where the program stands relative to our collective vision and plans as well as to identify immediate opportunities for its improvement.
The assessment is being conducted via six work streams or focus areas:

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

q Communications and Customer Expectations q Contract q Resource Unit Pricing q Service Levels q Technical Transformation q Governance
In performing its work, the KPMG team is studying various documents, including the contract, service level agreements and technical transformation plans. Its members are also reviewing the tools, processes and outputs of IBM, AT&T and GTA. Further, its members are conducting interviews with key stakeholders at all of the full-service agencies to better understand specific issues and perspectives. To the last point, I respectfully ask that you make time to meet with the KPMG team when its members contact you to schedule interviews.
At the conclusion of KPMG's work in early August, I expect to have in my hands a holistic set of assessment findings and recommendations. I expect that the assessment will help us solidify a go-forward strategy among all parties to improve transformation, operations, governance and communications.
I appreciate your time and continuing efforts to make our initiative a success. GTA remains committed to maintaining a productive working relationship with you and a successful transformation initiative outcome.
Thank you for your ongoing support.
Calvin Rhodes State Chief Information Officer GTA Executive Director
Focus on GETS councils encourages greater agency involvement

The Agency Advisory Council and the GETS CIO Council are making changes to more closely involve agency customers in building the success of the GETS program.
The Agency Advisory Council, which meets twice each month, is restructuring its meetings to gain more counsel and feedback from GETS agency representatives. The meetings held on the second Thursday of each month are now limited to the core AAC membership: agency CIOs or their deputies, and the leadership of GTA's Service Management Organization. While GTA continues to sponsor the AAC and chair its meetings, the second Thursday meetings will be facilitated by a different agency lead each month.
Attendees at meetings on the fourth Thursday of each month will include agency CIOs or their deputies and agency leads, along with IBM, ATT and GTA leadership and subject matter experts. Agendas will focus on relevant service delivery and transformation topics and often include follow-up on issues or recommendations brought forward by agencies in previous meetings.
The GETS CIO Council, composed of CIOs from the full-service GETS agencies, addressed several important issues last year, most notably collaboration between agency IT and business leaders. The group is resuming regular meetings to enable the council to continue its work. In addition, GTA is meeting individually with each CIO to gather their feedback. Recommendations will be presented at the council's next meeting on July 28.
This approach aims to better align both councils with their original purpose and make the most of members' collective IT knowledge and experience.
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A quick look at operational metrics

These metrics were provided by IBM for the month of May:
q Service Desk - Call Abandonment Rate: 3.2% (maximum target: no more than 8%; expected target: no more than 6%).
q Service Desk - Speed to Answer: 87.9% of calls answered in 60 seconds or less (minimum target: 85%; expected target: 90%). Almost 66% of calls were answered in four seconds or less.
q EUC Refresh: 952 devices refreshed; 7,447 refreshes from July 2010 through May 2011.
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Resources for IT executives
On GTA's website, you will find a page designed to help you follow IT achievements and trends, particularly in government. IT for State Executives contains links to recent reports and articles of interest. Here are a few sample titles:
q A Call to Action: Information Exchange Strategies for State Government q State IT Workforce: Under Pressure q Atlanta Tops Microsoft Telework Survey q Cloud Computing Remains Out of Reach for Most Government Agencies q Gartner: Five IT Collaboration Myths
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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.