The state's IT transformation covered a lot of ground in 2010.  We have a lot more ground to cover, but we are doing what the state would never have been able to do on its own.  For example: 

Server currency and consolidation - Ninety-four servers have been refreshed as part of the currency program, and 52 servers with applications have been migrated to the new hosting environment at the State Data Center.  The currency program is reducing risk in the state's legacy IT environment, while consolidation is resulting in greater operating efficiency and reliability.

Active Directory - More than 4,300 e-mail accounts have been migrated to the new enterprise Active Directory, an essential first step in building the state's consolidated e-mail environment, and two agencies have completed their migration to the new e-mail system.

End User Computing (EUC) refresh - Some 4,486 desktops and laptops have been refreshed, or about 13 percent of the approximately 33,000 end user computers within scope of the GETS Program.  Another 4,454 refreshes are planned for the first half of next year.  These refreshes, many of which would not be possible without GETS, are replacing out-of-date and often unreliable computers.  For the first time, laptop computers run encryption software to protect sensitive data in case they are lost or stolen.

LAN/WAN network upgrade - Agencies are experiencing close to a 100 percent increase in network capacity.  Re-engineering the network is providing greater security, and the state's entire network can now fail over to AT&T facilities, ensuring full Internet and network redundancy for the first time.

Voice system refresh - Agency kickoff meetings are taking place, and some projects are already under way.  The refresh encompasses about 450 current key systems, 24 PBX systems and more than 115,000 Centrex/single line/P-phone/ISDN lines.  Agencies will not incur upfront costs for new consoles, handsets, system design and installation.

Disaster recovery - We completed two comprehensive DR exercises, the first ever conducted in Georgia state government.  A third exercise is planned for February 2011.

Improving the customer experience - In early 2010, we committed to improving the customer experience.  The number of calls to the Consolidated Service Desk totaled more than 179,000 from January through November 2010.  These calls resulted in almost 78,000 service tickets, and slightly more than 35,000 were resolved on the first call.  Although we need to do better, these numbers are an example of the data we are tracking, and they confirm that a significant volume of service issues are being successfully addressed at the Service Desk on the first call.  As we continue to make improvements, let's keep our eyes on the progress we are making.

Meanwhile, our most recent service levels also confirm that 95 percent of managed network projects are completed on time and 100 percent are completed on budget.  In addition, input from several focus groups held during the year by IBM and AT&T led to process changes and enhancements in areas including Service Catalog and Request For Solution.

While our progress has been solid, an IT transformation of this magnitude faces unavoidable difficulties.  We have worked closely with our service providers to eliminate roadblocks that stand between you and the service you expect to receive, and we expect many of our transformation activities to gain greater momentum during the upcoming year.  Our commitment to customer service is ongoing, and we will carry it with us into 2011.

I am grateful for your partnership and for the work we have accomplished.  I look forward to what we will achieve together in the New Year.  As a state, we need to use technology to connect Georgians with their government.  We look forward to making that vision a reality.

Thank you for your support.