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

Georgia Enterprise Technology Services (GETS) Update
Volume 4, Issue No. 4

April 2, 2012

Agencies gain larger role in GETS governance
As you may recall, last summer's assessment of the GETS program by KPMG brought our attention to the importance of giving participating agencies a stronger voice in making decisions about the use of IT in their agencies.
We have taken significant steps in that direction, including the recent establishment of the Business Management Council. This group, composed of agency heads and deputies of GETS full-service agencies, will foster a better understanding of agencies' business needs. Involving the council in decisions will give us greater insight into the financial and operational impacts of the work we do. Response and participation from agencies have been outstanding.
Along the same lines, we are making a change to the Agency Advisory Council, which includes CIOs of GETS full-service agencies. Increasingly, we have asked council members to participate in decisions and serve on workgroups to present recommendations for the council's consideration. We are now restructuring the council and revising its charter to reflect the change in its role. In addition, the group will now be known as the Agency Management Committee. Among its responsibilities will be making and approving technology-related decisions; identifying opportunities for crossagency collaboration; ensuring enterprise strategic goals and service performance levels are achieved; and monitoring and reviewing initiatives, progress and lessons learned. The group will vote on its new charter this month.

In This Issue
GTA launches new service for mobile device management
Introducing GETS Password Manager
Desktop icon to aid in accessing IT asset information
GRATIS upgrade improves network
performance
GTA realigns Service Management Organization
GTA to host Project and Portfolio Management
Conference in May
Registration open for 2012 project
management courses
Briefly
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With these changes, we are doing more than giving agencies a voice; we are making you an integral part of the governance of GETS and its direction for the future. I am confident your participation and commitment will benefit the state's IT enterprise now and in the years to come.

Thank you for your ongoing support.

Calvin Rhodes State Chief Information Officer GTA Executive Director

GTA launches new service for mobile device management
As more agencies explore using iPhones, iPads and Android devices, GTA is offering a service to help integrate the devices securely with the state network.
GTA hosted a kick-off meeting last month to introduce a new mobile device management service, which has two components. The first ensures that an agency's mobile devices integrate with its e-mail system and infrastructure and meet security requirements. A similar service has been in place for BlackBerry devices, but because iPads, iPhones and Androids represent additional platforms for agencies to manage, more features are included. The second component of the service makes it easier for agencies to initiate new wireless services, upgrade to newer devices and track usage and costs. Service providers are Airwatch and Bluefish Wireless Management respectively.
Ten agencies participated in the meeting to learn about the service, which is an interim solution to meet their needs until e-mail transformation is complete. GTA plans to form an agency workgroup to share experiences and ideas about collaborating on a long-term solution.
Mobility ranked high on a list of focus areas during a strategic planning meeting with GETS and non-GETS agencies last fall. The new service is the first part of a larger effort to address the strategic uses that mobility makes possible and the potential it holds for boosting workers' productivity.
The accelerated rate at which mobile technology changes means the state will need to continually adapt policies and services to keep pace and meet agencies' needs.
For more information about the mobile device management service, please contact Mark Albright (Mark.Albright@gta.ga.gov) or your Customer Relationship Manager (formerly called Service Delivery Consultant).
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Introducing GETS Password Manager
If you have ever called the Consolidated Service Desk to reset your password, you are in good company. About 38% of all Service Desk callers request a password reset - a total of more than 70,000 calls per year.
The business and customer need for a self-service tool for passwords was clear. That's where the GETS Password Manager tool comes in. The tool will be rolled out to GETS full-service agencies in the coming months, and end users will be able to access it through an icon on their desktop. The tool will offer 24 x 7 access for defining password security questions and resetting passwords online.
With GETS Password Manager, end users will soon have the benefit of added convenience and productivity and may be able to avoid a call to the Service Desk. More details will be available as each agency is slated for rollout.
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Desktop icon to aid in accessing IT asset information
A new desktop icon to be installed on computers in GETS full-service agencies will enable end users to readily access their IT asset information.
Asset information is often needed to facilitate end-user services such as Install, Move, Add, Change (IMACs) or to address calls to the Consolidated Service Desk. The icon will provide end users an easy way to access that information without searching for asset tags in hard-to-reach spots. It will be delivered to most computers using an automated push.
Clicking on the icon - which will be in the shape of a peach - will call up asset information that might be needed, for example, when speaking to a Consolidated Service Desk agent or deskside support personnel to troubleshoot an issue. The icon will also provide a way to ensure that the Dell Desktop Manager (DDM) tool is functioning properly. DDM is an important automated delivery vehicle for end-user asset management services, software patches and anti-virus software updates.
The GETS Asset Management team introduced the desktop icon project to agency asset management focals in February, and beta testing with some agencies began in March. After a pilot program, a general rollout schedule will be created, and agencies will be invited to a project kick-off meeting.
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GRATIS upgrade improves network performance
GTA and AT&T are pleased to announce the completion of an upgrade to the tag and title network that will help to minimize service interruptions, which can cause long lines and delays for constituents who visit state tag offices.
AT&T has upgraded the network that supports the tag and title system as part of the GETS transformation for the Department of Revenue's Georgia Registration and Title Information System (GRATIS). Tag offices throughout the state use GRATIS to process more than eight million vehicle registrations and collect more than $200 million in tag and title transactions each year.
The GRATIS network was in need of an upgrade of its Local Area Network (LAN) and Wide Area Network (WAN). As part of the upgrade, the new WAN was deployed using AT&T's Virtual Private Network (VPN), which allows AT&T to secure GRATIS and separate it from other agency networks. LAN equipment at each site brings the agency up to current specifications and includes additional security mechanisms to help alleviate threats to agency data. The new network also includes security mechanisms to allow the agency to gain further control of traffic coming into the network and identify attacks coming from the Internet.
The upgrade to the 177 locations, completed in January, moved GRATIS to a new, standard network and security platform. The new network will allow for shorter intervals for repairs and changes to the system, resulting in better customer service for constituents.
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GTA realigns Service Management Organization
GTA recently announced several functional alignment changes within its Service Management Organization (SMO).
The names of organizations within the SMO have been changed to more closely reflect their functions and services:
Vendor Management Organization (VMO) renamed Technology Services Organization (TSO)
Vendor Management Officer renamed Technology Services Officer Service Delivery Organization (SDO) renamed Customer Relationship Organization (CRO) Service Delivery Officer renamed Customer Relationship Officer Service Delivery Consultants (SDCs) renamed Customer Relationship Managers (CRMs)
In addition, Lowrey Scarbrough has accepted the new role of SMO Initiatives Director. He will assist in implementing and driving the successful completion of tactical initiatives that support the SMO's strategic direction and the GETS program.
The changes are part of the implementation of KPMG's recommendations and the SMO Continuous Improvement Program.
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GTA to host Project and Portfolio Management Conference in May
Reducing risk is essential for ensuring the success of technology projects and investments. GTA is pleased to invite agencies to learn about ways to boost success at the Project and Portfolio Management Conference on May 11, 2012.
GTA offers the portfolio management expertise many agencies are looking for, from training and mentoring staff to implementing a project management office that is effective even for part-time use. Come to the conference to hear about the ways GTA can help:
Providing tools and guidance to develop strong business cases Training your project management staff Designing and implementing an assurance model tailored to the complexity and criticality of your initiative Coordinating GTA resources to support you through planning and implementation Providing insight into enterprise directions and potential opportunities to leverage existing technologies, reducing your cost risk Implementing a new tool to help you view your entire portfolio at a glance Conducting assessments and providing hands-on assistance
There is no charge for the Project and Portfolio Management Conference, and participants can earn Professional Development Units. Here are the details:
Date: Friday, May 11, 2012 Location: 47 Trinity Avenue, S.E., Atlanta, GA 30334, Ground Floor Conference Rooms Time: 8:30 a.m. - 12:30 p.m. (Complimentary continental breakfast will be served.)
To reserve your spot for the conference, please call 404.659.4931.
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Registration open for 2012 project management courses
Registration is now open for 2012 courses in GTA's popular professional development program aimed at helping state agencies build expertise in project management. This year's series includes new courses in project assurance.
All courses are offered at no charge to state of Georgia employees through GTA's Enterprise Portfolio Management Office. Participants earn Professional Development Units or Educational Contact Hours to satisfy PMP certification requirements on all courses taken.
The 2012 courses are:
Project Management Foundations Project Planning, Scheduling and Control Identifying and Managing Risks Recovering Failing Projects Project Assurance for the Enterprise Performance Lifecycle Format Project Assurance Toolkit Class
You can learn more by reviewing the course descriptions. You can also view the complete course schedule.
All course materials are posted online along with the course schedule so participants can download and bring them to class.
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Briefly...
AT&T earns federal certification for emergency preparedness
AT&T has become the first private-sector company to be certified in emergency preparedness by the U.S. Department of Homeland Security (DHS). As the state's provider of managed network services, AT&T plays a critical role in our emergency response, disaster recovery and information security. AT&T was certified through the DHS Voluntary Private Sector Preparedness Program (PS-Prep). The program enables private-sector organizations to enhance their capabilities for planning, responding to and recovering from natural disasters and other threats. Learn more about PSPrep.
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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.