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GETS Transformation Kick Off

GETS Transformation Kick Off. April 21, 2010. 1-877-GTA-3233 Consolidated Service Desk. 1-877-opinGTA Your Opinion Counts. Why Are We Here?. One-year anniversary of our partnerships Transformation is upon us Your agency will benefit You will play a role in making it successful.

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GETS Transformation Kick Off

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  1. GETS Transformation Kick Off April 21, 2010 1-877-GTA-3233 Consolidated Service Desk 1-877-opinGTA Your Opinion Counts

  2. Why Are We Here? • One-year anniversary of our partnerships • Transformation is upon us • Your agency will benefit • You will play a role in making it successful

  3. A Picture of Georgia State Government • $17 billion in revenue • No. 137 if we were a Fortune 500 company • 116 departments, agencies, offices, commissions and councils • Wide range of services • Over 70,000 employees • 9.7 million customers – 18.3% increase since 2000

  4. Our IT Enterprise • 1,400 customers for managed network services • 35,000 IT infrastructure end users • 47,000 e-mail accounts • 668TB of storage space • 2,500 servers • 31,000 patches applied since service transition • $942.7 million spent on IT in FY 2009 • $274.8 million on operating IT infrastructure • $383.6 million on applications • $284.3 on IT projects

  5. Nothing New Under the Sun What we are doing today has been done many times before

  6. Why? Speed of Change • Computers for Apollo moon missions had less processing power than a cell phone • Gordon Moore’s Law: Number of transistors on a chip will double about every two years • Most experts, including Moore, expect his law to hold for at least another two decades • Security researchers at Internet Security Systems (IBM/ISS) reported that malicious Web links have increased 348% from 2008 to 2009

  7. Why? Risk to Our Environment Datacenter pictures

  8. Why? Risk to Our Environment

  9. Why? Risk to Our Environment

  10. Why? Security Breaches Over 4 million notification letters since 2005

  11. The Burning Platform • “The capabilities within the state to fix the problem have deteriorated to such an extent that only an enterprise-wide initiative that draws services and skills from the market has the opportunity to make timely repairs.” • − TPI Sourcing Assessment December 2007 The risk was too great not to change

  12. A Journey Led by the Agencies • IT assessment • More than 100 interviews were conducted with senior business and IT managers in 12 agencies • Development of bidding documents • Business requirements • Request for Qualified Contractors (RFQC) • Request for Proposal for IT Infrastructure Services • Request for Proposal for Managed Network Services • Evaluation of vendors’ responses • Service transition and transformation planning

  13. State of Georgia Investments IBM • Transition and transformation: $62 million • Infrastructure services: $122 million AT&T • Transition and transformation: $34 million • Network infrastructure: $65 million These are investments the state never could make on its own

  14. Our Tier IV Data Center

  15. Transforming the State’s Technology • Transformation will enable us to realize the greatest benefits of privatization: • Security • Reliability • Recovery • Cost containment • Many transformation activities are well under way • Your continued support and partnership are critical

  16. Improving Service Delivery • Significant enterprise-level progress achieved • Service transition issues have impacted service delivery • Customer Satisfaction Survey results not good enough • We must improve the overall customer experience

  17. Key to Successful Service Transition and Transformation Transition Source: Technology Partners International, April 2008

  18. From GAIT 2010 to GETS • GAIT 2010 (Georgia Infrastructure Transformation) • 2007 – 2009 • IT assessment • Procurement and vendor evaluations • Service transition • GETS (Georgia Enterprise Technology Services) • 2010 forward • “Steady state” daily management • Transformation

  19. A Program View: Service Deliveryand Transformation GTA Service Provider • Service Delivery Consultants • Validating customer concerns • Tower leads • Validating service provider data • Managing governance • Enforcing terms of the contracts • Finance and commercial • IBM Client Solution Advocates • AT&T Account Managers • Metrics • Changes (IMACs) • Projects (RFSs) • Incidents • SLAs • Customer satisfaction surveys View of the customer experience is incomplete

  20. A Program View: Service Deliveryand Transformation Customer Services Financial Transformation andTechnology

  21. The View of the Customer Business CIOs End Users Transformation Service Delivery

  22. Improving the Customer Experience • “Ready ship” process to eliminate delays in desktop and laptop orders • Dedicated Dell resources to resolve end user computing issues faster • Station technicians at sites with high numbers of IMACs • Leave-behind information cards to make follow up easier for end users

  23. Next Up • Dean Johnson, Director, Service Delivery Organization • Mark Warr, Director, Vendor Management Organization Thank you for your continuing support

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