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GETS Transformation Kick-Off: April 21, 2010

Join us for the one-year anniversary of our partnerships and learn how the state of Georgia's IT enterprise is undergoing transformation. Discover the benefits for your agency and how you can contribute to its success.

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GETS Transformation Kick-Off: April 21, 2010

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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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