Georgia Enterprise Technology Services (GETS) update, Vol. 4, Issue 3 (Mar. 5, 2012)

Georgia Enterprise Technology Services (GETS) Update

Volume 4, Issue No. 3

March 5, 2012

In This Issue

New call routing system helps Service Desk callers reach agents more quickly

GTA symposium focuses on new services to assist agencies

Voice systems refresh on track

RFS improvements aimed at communication, process management

End-to-end transformation plan gathers agency approvals
We are moving forward with the comprehensive end-to-end plan for transformation, and this week, we began individual reviews with each GETS fullservice agency. The agency-specific plans are comprehensive and thorough and so are our meetings. We are taking the time together to look at all aspects of transformation and the activities it encompasses. We are carefully considering potential conflicts and dependencies.
The meetings held so far have been very constructive. Discussions have covered important topics such as the time commitment needed from agency IT personnel, the handling of necessary changes to the project schedule, and the

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level of technical support agencies can expect just after major projects, such as e-mail or server migration.
We appreciate the support agencies have shown, and we expect to have approvals this month. This plan will help us reach our shared goal - to better manage projects so that we can meet agreed-upon deadlines.
We continue to closely monitor the performance of our service providers, and the trends we see are positive. For example, SLA trends for IT infrastructure services indicate considerable improvement. In January of this year, 90.48% of IBM's SLAs were equal to or exceeded expected levels. This is the result of all stakeholders collaborating toward a common vision, and we expect the trend to continue.
Thank you for your ongoing support.
Calvin Rhodes State Chief Information Officer GTA Executive Director
Updated call routing system helps Service Desk callers reach agents more quickly
When customers call the Consolidated Service Desk, they want their issue resolved as quickly as possible. A new call routing system to be launched at the Service Desk on March 17 aims to make a faster connection between callers and the agents equipped to address their problem.
Currently, callers are asked to enter a numerical prompt based on their agency name. The new system will ask callers to identify a reason for their call, such as not being able to access the Internet or needing a password reset. An option will also be available if the caller is unsure about their issue.
Expected benefits include:
q Better user self-identification of problems q More accurate routing of calls to agents

q More efficient troubleshooting by agents q Ability to tailor ongoing improvement efforts for specific call types
The new routing system was developed after IBM sought agency feedback in a user experience assessment of the Service Desk. The assessment confirmed the need for call routing improvements, which led to a redesign of the automated voice response unit, an alignment of agent skills to new call routing procedures, and targeted agent training and mentoring.
As always, a random sample of Service Desk callers will receive a GETS customer satisfaction survey following the closure of their tickets. The feedback enables GTA and the service providers to continually improve customer service.
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GTA symposium focuses on new services to assist agencies
GTA is hosting an Enterprise Governance and Planning Symposium on March 29, 2012, to introduce a new approach to helping agencies get the most value from their technology. The event will provide useful and important information for state agency planners, executive-level business owners, CIOs, ISOs and project managers. It will be held from 8:30 a.m. to 3:00 p.m. at the Loudermilk Center, 40 Courtland Street, NE, Atlanta.
GTA is offering new services to map technology to business need, mitigate risk, make smart investments in IT and ensure project success. Each service is outlined in breakout sessions, and the sessions are grouped in three tracks focused on Project Management, Security, and Business Continuity and Strategic Planning. Attendees will come away with a clear understanding of what GTA offers and how to engage in these enterprise services.
The symposium features a keynote address by Tino J. Mantella, President of the Technology Association of Georgia.
A panel discussion will focus on how EGAP services support the achievement of agency business objectives. Panel participants are:

q Curtis A. Carver, Jr., PhD, Vice Chancellor and Chief Information Officer, University System of Georgia
q Stan Gatewood, Chief Information Security Officer, University System of Georgia
q Robert A. Handler, VP Distinguished Analyst, Gartner q James C. Howgate, MPH, Chief of Staff, Georgia Department of Public
Health q Chris Tomlinson, Deputy Executive Director and General Counsel, State
Road and Tollway Authority
The cost is $25 per person to cover some costs and includes continental breakfast and lunch. The registration form and more information are available on GTA's website.
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Voice systems refresh on track
AT&T has begun the second wave of voice systems refresh, which is replacing old, outdated telephone equipment with new, current technology, equipment and capabilities. All four waves of the refresh are set for completion by June 2014.
A pair of Department of Juvenile Justice Court Services sites in Gainesville was refreshed in mid-February, representing two of the more than 100 Centrex sites refreshed recently. DJJ's Arlene Brathwaite was very pleased with the replacement of the Centrex phone sets and the "right sizing" of the telephone lines at the two locations. "I wanted to thank you on behalf of the Department of Juvenile Justice in Gainesville for the new telephones," she said. "The initial contact with our agency regarding the project was very positive. We were immediately contacted by the project manager to schedule the installation. Everything was done in a timely manner. Thank you for the promptness in which they were installed. The techs were great."
Voice refresh is bringing many benefits to agencies, including better voice system performance, fewer maintenance issues, improved management capability, updated configurations, and additional features. Initial reporting by AT&T reflects that voice system repairs are down in 2012 as compared to 2011.

Sites are grouped for refresh based on factors including age of the system, number of maintenance problems, and type of equipment. The latest totals on voice equipment slated for refresh include 27 PBX systems, 480 key systems and 45,000 Centrex phone sets. Two months into the second wave, progress is continuing:
q Four PBX systems have been refreshed and another seven are under way, meeting 29% of the completion goal for the first two waves and 15% of the overall goal.
q 151 key systems have been refreshed with another 98 in progress, meeting 57% of the completion goal for the first two waves and 31% of the overall goal.
q With 9,651 Centrex phone sets now refreshed and 7,899 more under way, 44% of the completion goal for the first two waves has been met, along with 21% of the overall goal.
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RFS improvements aimed at communication, process management
Effective communication, more useful data and a helpful management tool are the main focus of recent improvements to the Request for Solution (RFS) process. IBM, AT&T and GTA have worked together in follow-up to recommendations from North Highland after a thorough assessment of the process last year.
To ensure that everyone has the information they need about their RFS request and the overall process, meetings are held each month with agency RFS focals, each GETS full-service agency's single point-of-contact for RFS-related issues. The meetings serve as a forum for training and discussion of common issues. An onboarding package is available for new focals, and as an additional resource, a repository of RFS information resides on the GETS portal. A pilot is in place for an agency customer satisfaction survey following a project's conclusion that will now include questions about the RFS process.

While data gathering has always been a key part of the process, there is a new emphasis on ensuring that the right data is collected and appropriate success indicators are monitored. An IBM tool is providing agency focals and leaders with automated reporting and real-time status of their projects. IBM is working with agency RFS focals to begin using the new tool.
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We welcome your comments about service delivery, the state's IT transformation and related topics.
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