GETS Update - May 28, 2010

Georgia Enterprise Technology Services (GETS) Update

Volume 2, Issue No. 11

May 28, 2010

Turning the corner in service delivery

Over recent months, we've talked often in both agency meetings and this newsletter about our commitment to improving the service our customers receive. We looked at Service Level Agreement data and sought input from agencies about the problems they were having. As a result, we implemented a continuous improvement program with our service providers. We also totally reshaped our view of the customer to identify ways to close service gaps.

And we are seeing results.

IBM is realigning existing resources and adding new resources to maintain the positive trend associated with service requests for end-user computing. I hope you'll read the article in this issue of GETS Update about these improvements that are already making a difference, including reducing hardware order backlogs by more than 90 percent and aged tickets by more than 77 percent since February.

IBM also is bringing in a team to focus specifically on a "currency" program that will address chronic infrastructure problems prior to transformation. The aim is to mitigate risk and ensure that service delivery meets the standards we expect. We'll share more details about the currency program in our next newsletter.

Thank you for your ongoing support.

Patrick Moore
State Chief Information Officer
GTA Executive Director

EUC improvements mean shorter waits, better service

Recent changes made by IBM and Dell are making a positive impact on service delivery and end-user computing. Process adjustments are decreasing the backlog and delivery times for hardware orders.

The backlog has been slashed by more than 90 percent - down from 356 in February to just 35 as of May 10.
IMACs are down from 1013 to 331, and aged tickets (>10 days) have dropped from 723 to 163.
The Ready Ship process implemented this month for Dell and Lenovo products has cut delivery times by half.

Also, staff additions are ensuring that customers are getting the help they need with EUC:

Seven Dell support managers have been assigned to partner with IBM client solution advocates to resolve EUC issues as quickly as possible.
Dell has assigned a staff member to oversee EUC repairs, which allows another team member to focus solely on customer projects.
Three team members have been added to the Level 1.5 Service Desk to run diagnostics and perform advanced troubleshooting remotely.

Customers tell us they are experiencing better service already. Here are a few excerpts from the many e-mails we have received.

From DOR:

"I am e-mailing you to thank one of your employees for a seamless and painless computer upgrade...a wonderful job with the least amount of inconvenience to me. I greatly appreciate it."

From DHS:

"Thank you for sending this great team of professionals to install the WIC desktop computers and printers...The guys were professional and courteous to the staff. It was a complete pleasure to work with this team and great to make a request one time and actually get complete and accurate results. They went beyond the call of duty."

From DCH:

"...the refresh team was truly 'refreshing'. They were professional, [and their] technical skills were excellent."

GTA distributing SLA credits to agencies

Some GETS agencies may notice that chargeback invoices received in May included credits for managed network and infrastructure services.

Credits must be given by service providers after a service level default - an event triggered by the service provider not meeting the minimum service level objective or a series of expected service level objectives.

The Service Level Agreement credits are being distributed to agencies based on their usage of the service for which the credit was received. Credit distribution began in May and will continue monthly as applicable.

If you have questions about SLA credits, please contact your GTA service delivery consultant. If you have questions about a specific credit, please call GTA's Billing Office at 404.657.9421, or send an e-mail to chargebackadmin@gta.ga.gov.

GTA announces organizational changes

Executive Director Patrick Moore has named Joe Webb as Deputy Executive Director effective June 1, 2010. Mr. Webb, currently GTA's Chief Financial Officer, will be responsible for the daily supervision of all GTA-delivered technology infrastructure and managed network services. The change will better align financial and operational components of the state's IT privatization initiative.

Dean Johnson will serve as Interim Chief Operating Officer, also effective June 1, and report to Mr. Webb. He is currently Service Delivery Officer in GTA's Service Management Organization.

Kriste Elia will assume the role of GTA's new Service Delivery Officer effective July 1. She is currently Transformation Program Manager for the Georgia Enterprise Technology Services (GETS) Program. She will report to Mr. Johnson.

GTA furlough on May 28

GTA is closed on Friday, May 28, as one of our employee furlough days due to the state's budget situation. The state's technology service providers are not affected by the furlough and are operating as usual on Friday. If you need assistance, please contact the Consolidated Service Desk toll-free at 1.877.GTA.3233 (1.877.482.3233).