Georgia Enterprise Technology Services (GETS) update, Vol. 4, Issue 2 (Feb. 6, 2012)

Georgia Enterprise Technology Services (GETS) Update

Volume 4, Issue No. 2

February 6, 2012

In This Issue

Annual IT Report: Agencies spend more than $1B on IT

Customers remain satisfied with Service Desk

Second business manager survey yields slightly higher
scores

Let us know what you think

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Business Council strengthens agency voice; end-to-end plan advances transformation
Over the past few months, we have demonstrated our commitment to involving agencies in decision making for the GETS program and gaining momentum in transformation activities. We are moving forward on both fronts.
As part of our continuing efforts to mature governance and communication, we are establishing the Business Management Council. I have asked the heads of GETS full-service agencies to name a deputy commissioner or other senior business leader to represent their agencies on the council. The first meeting will be held in early March, and at that meeting, I will share operational

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metrics for IT service delivery, and we will begin shaping processes to ensure a greater understanding of your agency's business needs and involve your business lead in making decisions about the GETS program. The participation of agency business leads will enable us to better determine the financial and operational impact of these decisions on agencies.
Establishing the Business Management Council is in line with the recommendations of KPMG after an assessment of the GETS program last summer. As you may recall, the assessment led to generally positive results in such areas as pricing, terms, services, governance, and communications. KPMG also made numerous recommendations for improvements, including establishing a forum for agency business leads to guide future decisions on technology modernization.
As for transformation, we are reviewing a comprehensive end-to-end plan which addresses both timelines and dependencies among projects. In response to what you've told us you need, the plan also includes agency-specific plans for each GETS full-service agency to review and approve. Plan review sessions with each agency will be scheduled, and we intend to have agency approvals this month.
Further, an expanded governance model for transformation will foster better management of projects and adherence to agreed-upon timelines. Weekly reports will include the status of agency dependencies as well as overall project status. This approach will offer you a more complete view of your agency's transformation activities.
Both the Business Management Council and the end-to-end transformation plan will require agency commitment and participation. We all face many competing priorities and demands on our time, but I believe these measures will be critical to helping our agency customers realize the greatest benefits possible from the GETS program.
Thank you for your ongoing support.
Calvin Rhodes State Chief Information Officer

GTA Executive Director
Annual IT Report: Agencies spend more than $1B on IT
State executive branch agencies spent $1.047 billion in IT in FY 2011, down slightly from the previous fiscal year, according to the newly-published State IT Annual Report from GTA.
The expenditures included:
q $187 million on IT infrastructure operations q $185 million on IT projects q $675 million on support for IT applications
The report provides information on many of these strategic enterprise investments and serves as a report card to state leaders, taxpayers and other stakeholders.
The report's compilation of IT expenditures is the most comprehensive available, although it is not a complete accounting and the total amount spent on technology is actually higher. Not all state entities are required to report their IT expenditures, including the judicial branch and the University System of Georgia, but the percentage of required agencies that submitted data increased to 80 percent from 61 percent in FY 2010.
In addition to agency IT investments, the report highlights current and future technology challenges facing Georgia state government and insights on strategic activities being considered and those under way.
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Customers remain satisfied with Service Desk

The Consolidated Service Desk earned positive ratings on surveys in the final quarter of 2011. Both IBM and AT&T scored between Satisfied and Very Satisfied during October, November and December, just as they had through the first three quarters of the year. The response rate for the quarter was almost 27%, with 1,201 surveys returned.
The survey asks respondents to answer questions by choosing from a range of answers:
q Very Satisfied q Satisfied q Somewhat Satisfied q Somewhat Dissatisfied q Dissatisfied q Very Dissatisfied
Numbers 6 (Very Satisfied) through 1 (Very Dissatisfied) are assigned to each response and used to calculate the score.
Using data collected in 2011, GTA has set the 2012 targets for the service level agreement (SLA) for Service Desk satisfaction. For both IBM and AT&T, the expected value is 5.0 (Satisfied), and the minimum value is 4.5 (between Somewhat Satisfied and Satisfied).
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Second business manager survey yields slightly higher scores

In 2011's second survey of business managers from GETS full-service agencies, respondents gave slightly better customer satisfaction scores than in previous surveys following service transition. Despite the increase, the scores still remain too low. As we continue to mature our governance, communications and workflow support, we anticipate further improvements in the next survey.
Last November, 220 business managers from GETS full-service agencies were asked to complete customer satisfaction surveys; 106 (48.2%) responded. The first of the 2011 semi-annual surveys was conducted in May.
View business manager survey scores for IBM and AT&T.
Scores from the 2011 business manager surveys are used along with results from other surveys to calculate the annual service level agreement (SLA) for overall GETS customer satisfaction. GTA, IBM and AT&T are working to revise the surveys for 2012 to make them more useful in improving service delivery. Surveys are conducted by a third party, the University of Georgia's Carl Vinson Institute of Government.
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Let us know what you think
You are invited to offer feedback about your GETS customer service experience any time at 1.877.opinGTA. The toll-free number has been available since GETS began in 2009.
Customers can comment anonymously and offer suggestions for improvements. When you call, you will hear a recorded greeting. Then, following a tone, you can leave a voice message of up to three minutes in length.
Messages are transcribed regularly and reviewed by customer service teams from GTA and our service providers. Action plans are created to respond to any trends or customer needs.
As always, please contact the Consolidated Service Desk (1.877.GTA.3233) for time-sensitive concerns.

GTA offers several other ways for customers to comment on service delivery. In addition to responding to GETS customer surveys, you can submit comments on the Contact Us page of GTA's website or contact your GTA Service Delivery Consultant directly.
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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.