GETS Transformation Kick Off April 21 2010 1

GETS Transformation Kick Off April 21, 2010 1 -877 -GTA-3233 1 -877 -opin. GTA Consolidated Service Desk 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 2

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 3

Our IT Enterprise • 1, 400 customers for managed network services • 35, 000 IT infrastructure end users • 47, 000 e-mail accounts • 668 TB 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 4

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

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 6

Why? Risk to Our Environment Datacenter pictures 7

Why? Risk to Our Environment 8

Why? Risk to Our Environment 9

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

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 11

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 12

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 13

Our Tier IV Data Center 14

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 15

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 16

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

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 18

A Program View: Service Delivery and Transformation Service Provider GTA • 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 19

A Program View: Service Delivery and Transformation ce rvi l cia an Se Fin s Customer Transformation and Technology 20

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

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 22

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

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