GETS Transformation Kick Off

April 21, 2010

1-877-GTA-3233Consolidated Service Desk

1-877-opinGTAYour Opinion Counts

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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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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

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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

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Nothing New Under the Sun

What we are doing today has been done many times before

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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

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Datacenter pictures

Why? Risk to Our Environment

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Why? Risk to Our Environment

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Why? Risk to Our Environment

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Why? Security Breaches

Over 4 million notification letters since 2005

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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

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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

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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

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Our Tier IV Data Center

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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

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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

17Source: Technology Partners International, April 2008

Transition

Key to Successful Service Transition and Transformation

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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

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• IBM Client Solution Advocates

• AT&T Account Managers

• Metrics

• Changes (IMACs)

• Projects (RFSs)

• Incidents

• SLAs

• Customer satisfaction surveys

• Service Delivery Consultants

• Validating customer concerns

• Tower leads

• Validating service provider data

• Managing governance

• Enforcing terms of the contracts

• Finance and commercial

View of the customer experience is incomplete

Service Provider GTA

A Program View: Service Deliveryand Transformation

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Customer

Financial

Transformation andTechnology

Ser

vice

s

A Program View: Service Deliveryand Transformation

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The View of the Customer

Business CIOs End Users

Transformation

Service Delivery

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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

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Next Up

• Dean Johnson, Director, Service Delivery Organization

• Mark Warr, Director, Vendor Management Organization

Thank you for your continuing support

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