GTA Board of Directors September 10, 2009
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GTA Board of Directors September 10, 2009
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Transcript of GTA Board of Directors September 10, 2009
GTA Board of Directors
September 10, 2009
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Agenda
• Financial Update
• GAIT 2010
• Enterprise Governance
• Stimulus Funding for Broadband
• Pandemic Planning
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Financial Update: Where We Are Today
• GTA’s financial health has improved significantly in the past three years
• We have gone from red to black▪ Focused on our core responsibilities
▪ Eliminated extraneous work
▪ Reduced budgets
▪ Implemented Reductions in Force
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($10,000,000)
($5,000,000)
$0
$5,000,000
$10,000,000
$15,000,000
$20,000,000
FY 04 FY 05 FY 06 FY 07 FY 08 FY 09 FY 10
Net Income (Loss)
Financial Update: Where We Are Today
$150,000,000
$175,000,000
$200,000,000
$225,000,000
$250,000,000
FY 04 FY 05 FY 06 FY 07 FY 08 FY 09 FY 10
Revenues Expenses
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Financial Update: Where We Are Today
• GTA Accounts Receivable totaled $34.1 million August 31
• Encumbrances on GTA Reserve Fund leave us less than one month’s operating reserve
• 5 percent budget cuts due to state’s declining revenues
• Additional budget cuts possible
• Employees furloughed three days by end of calendar year
But we continue to face serious economic challenges
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$0
$2,000,000,000
$4,000,000,000
$6,000,000,000
$8,000,000,000
$10,000,000,000
$12,000,000,000
$14,000,000,000
$16,000,000,000
$18,000,000,000
FY 03 FY 04 FY 05 FY 06 FY 07 FY 08 FY 09
Total Revenue
Declining State Revenues
• July 2009 revenues down 9.6% or $117 million
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GTA’s Reserve Fund
• $81.5 million reserve fund as of August 31 but $75.9 is encumbered▪ $37 million funds agency technology transformation
▪ $18 million for federal government
▪ $20.9 million for other obligations
• $5.6 million is less than one month’s operating reserve▪ Average monthly GAIT IBM and AT&T payments: $16 million
▪ Average monthly GAIT collections: $13.8 million
▪ $34.1 million in Accounts Receivable to be collected as of August 31
▪ Agencies don’t pay on time
▪ 74 agencies are more than 30 days past due
▪ 40 agencies are more than 60 days past due
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Keeping Us Awake at Night
• Continued declining tax revenues could lead to short payments by GTA customers
▪ Total monthly GAIT billings $16 million
▪ 10% short payment = $1.6 million per month
▪ Potential annual impact of about $19 million
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State Employee Furloughs
• OPB cut agency budgets by an amount equal to 3 furlough days for each employee
• Furloughs to be taken by December 31, 2009
• GTA participating in furloughs to help keep our overhead in check▪ We receive no direct appropriations▪ Revenues include small administrative fee
• GTA scheduled furloughs with state holidays:▪ Friday, September 4▪ Wednesday, November 25▪ Wednesday, December 23
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Organizational Change
• GTA continues to focus on core competencies
• Multimedia Productions transferred to Georgia Public Broadcasting on July 1
• Work more in line with GPB’s operations and responsibilities
• Steve Carey named GPB Vice President of Production
• 4-member team remains intact
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GAIT 2010
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Where We Are Today
• Shift from service transition to technology transformation
• Service levels coming online
• Consolidation begins▪ Highly complex
▪ Involves agency resources
Moving out of project management and into day-to-day management
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What We’ve Done Since Service Transition
Consolidated Service Desk launched, 24/7/365 availability for first time
State’s Print Shop moved to a state-of-the-art, highly secure facility
End-user computing inventory completed at 1061 sites (100%), ensures accurate billing
Data center inventory completed at 14 sites (100%)
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What We’ve Done Since Service Transition
New tools to better manage servers, desktops and the network Remote management capability for desktops deployed on
28,100 computers (97%)
New billing system with Web-enabled invoices
Georgia Enterprise Technology Services (GETS) Web portal Online service catalog for placing orders (OrderNow!) Online tracking of service requests (Maximo) Service measurement through management reports
Point-of-service surveys, toll-free number for customer feedback
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• Billing▪ New bill based on service consumption▪ Working with agencies to answer questions
• Usability and end-user acceptance of new tools, technologies and processes▪ IBM implemented enhancements to GETS portal, Service Catalog▪ Solution requests (procurement)
• Preparation for transformation
• Service levels▪ Contract provides validation period▪ Integrating Service Level Agreements into daily operations
Current Challenges
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Key to Successful Transformation
Source: Technology Partners International, April 2008
Transition
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Operational MetricsService Desk call volumes
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Calls Answered
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Operational MetricsService Desk: % of calls answered in less than 60 seconds
% Answered inless than 60s
Target: 90%
Min Target: 85%
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% Abandoned
Target: <6%
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Operational MetricsService Desk: Rate of abandoned calls
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Operational MetricsAT&T order volume and % on time
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Operational MetricsAT&T average time to create a service request
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Operational Metrics
• Agencies don’t have to report these service problems
• Technicians onsite or service restored often before agency knows about problem
• Ensures 24/7/365 coverage
Automated detection of problems decreases impact on agency staff
75.2%80.0%
86.1%83.4% 82.0% 83.0% 81.0%
0.0%
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Jul 3-9 Jul 10-16 Jul 17-23 Jul 24-30 Jul 31-Aug6
Aug 7-13 Aug 14-20
Auto-detected data tickets
401 of
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Point-of-Service Surveys
• IBM exceeding minimum customer satisfaction levels for infrastructure services▪ IBM’s average score for July: 7.83▪ AT&T’s average score for July: 6.97▪ Scale of 1 to 10 with 10 being the most positive response▪ Minimum score: 7.5▪ Expected score: 8
• Surveys track customer satisfaction with the Consolidated Service Desk▪ 19 questions set by Governor’s Office of Customer Service▪ E-mailed to 20% of service recipients▪ 45% response rate for July
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• Completion of True Up
• Technical transformation of state’s IT environment▪ Server and storage consolidation to a hardened Tier 4 data
center▪ IT equipment upgrades, including end-user computing▪ Application remediation
• Service levels continue to come online▪ Two months of validated AT&T data available▪ 90-day review period under way for IBM data▪ SLA report will be presented at Board’s December 2009 meeting
• Monitoring other states
What’s Ahead
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Enterprise Governance
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Enterprise Reporting Model
• Perdue administration continues to move toward shared services model
• Dotted-line reporting from agency CIOs to the state CIO has been announced by Governor Perdue
• Collaborative approach for non-core agency functions
• Similar dotted-line reporting for:▪ Procurement (Department of Administrative Services)
▪ Accounting (State Accounting Office)
▪ Human Resources (State Personnel Administration)
• Initial IT focus areas:▪ Support for enterprise IT initiatives
▪ Compliance with enterprise policies, standards and guidelines
▪ Fulfillment of GTA reporting requirements
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New Enterprise Standards
• Framework for establishing sustainable and auditable management of the enterprise
• 10 new industry-based standards focus on application and system lifecycle
• The primary goal is to establish GAIT infrastructure and managed network services as the enterprise services for the Executive Branch
• Standards include:▪ Operational requirements for GAIT INF and MNS must be included
in procurements▪ Stage gate reviews to avoid spending good money after bad▪ Agency official must certify appropriate testing prior to deployment
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State Annual IT Spend: $712 Million (2008)
Stabilizing Risk through GAIT
(currently)
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Where Are We Headed?
• Toward a systematic governance process that:
▪ Creates visibility into all IT spend in the state
▪ Provides a framework for executive decisions on the allocation of technology dollars
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Stimulus Funding for Broadband
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ARRA Stimulus Funding for Broadband
• August 20 application deadline for Round 1 projects
• $4 billion initially available▪ 2,200 entities submitted applications with a total value of $38.5 billion
▪ Additional $3.2 billion available in Round 2
• Over 40 Georgia applications submitted for:▪ Infrastructure
▪ Public computer centers
▪ Sustainable adoption projects
• GTA submitted applications for statewide broadband mapping and data collection; qualified four mapping vendors
• Georgia projects valued at over $600 million
• Round 1 funding decisions expected in November 2009
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ARRA Stimulus Funding for Broadband
• Governor Perdue commented on program guidelines and outlined Georgia’s broadband strategy in letters to:▪ Vice President Biden▪ Agriculture Secretary Tom Vilsack▪ Commerce Secretary Gary Locke
• Patrick Moore and Rich Calhoun visited officials in Washington on August 12 to discuss:▪ Broadband planning efforts▪ Strategy for Georgia projects
• Georgia will provide input on Department of Commerce applications beginning mid-September 2009
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Pandemic Planning
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Pandemic Planning
• Focusing business continuity planning on flu pandemic▪ Staffing plan for GTA continuity of operations
▪ Priorities established by GEMA in real-time during emergencies; their immediate concerns are:
• Emergency voice and network communications
• Public Health medical services support
▪ Otherwise GTA priorities are first responders, IBM customer agencies, all other customer agencies
• Helping agencies determine existing teleworking capacity▪ Cannot add capacity due to time constraints and the state’s financial
limitations
• Verifying agency priorities for supporting business applications
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Protecting Our Employees
• Provided our employees with CDC guidelines to help prevent the spread of flu
• Encouraging employees to get seasonal flu vaccinations at events sponsored by Community Health
• Monitoring employees▪ Telling sick employees to stay home▪ Sending them home if they pose a health risk to others
• Offering telework as an option for employees who are caring for sick family members
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