GETS Transformation Kick Off
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Transcript of GETS Transformation Kick Off
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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
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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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