Georgia Infrastructure Transformation (GAIT) 2010 Service Levels and Operational Metrics July 2009

2 GAIT Initiative Milestones Apr MayJunJul AugSepOctNovDecJanFebMarAprMayJun What to expect 7/1  8/31: July Asset refresh planning continues, pilots begin Server and Storage Consolidation Design Draft Disaster Recovery Plans Point of Service Surveys (Results) Initial MNS Management Reports available Continued DDM Deployment August Change Management Training Initial MNS SLA Performance Reports available Online Service Request Deployment via Maximo Server and Storage Consolidation Planning True-up Activity Server Tools Schedule Development and Pilot Service Catalog Improvements 4/1: IBM Commencement EUC Service Catalog implemented GETS Portal activated Personnel transitioned Initiated BAU Unless Strategy Solution Request Process introduced Baseline Customer Satisfaction Survey Invoices available online 5/1 – AT&T Commencement Service Desk - Regional Operation Center Support Network Mgmt moved to Raleigh Voice/Data Service Catalog implemented Begin Stand-up of Steady State Processes Process/Tool Maturation and Continuous Improvement Chargeback Implementation Begin Server & Storage Consolidation Strategic Technology Plan Agreement to Information Security Control Document DOR Print Shop Move MNS Asset Inventory Complete Initial MNS SLA Performance Reports Available 6/1 – Consolidated Service Desk “go live” Point of Service Surveys (Service Desk) Service Catalog “go live” (ordering) EUC Services Transformation Asset Inventory Continued GETS Print Shop Move

3 Agenda Introduction to Service Levels ▪What are they? ▪Why are they important? SLA Reporting and Contract Documents SLAs for Key Areas ▪Service Desk ▪End User Computing Consolidated Service Desk Update ▪Metrics Local and Network Printing Strategy Appendix ▪SLA Terminology

4 What are the three types of Service Levels?  Critical Measurements Essential to the welfare of State of Georgia Financial Service Level Credits are due for Service Level Default Represented by an Expected and a Minimum Level  Key Measurements Services are meaningful to State of Georgia business Financial Service Level Credits NOT DUE for failure to attain May be candidates for Critical Service Levels Same format (Expected / Minimum) as Critical Service Level  Critical Deliverables (One time) Usually one-time deliverables such as: service management manuals, disaster recovery plans and technology plans

5 Communication Management Performance Management Knowledge Management Data Management (Oversight) SLA & metrics handling considerations The broader picture Sharing information with the world SLA reporting communication strategy & framework Report content, design, creation, approval, delivery, distribution sequence Socializing SLAs in our environment SDO meetings Online Webinars / training Agency Head mtgs Agency Advisory Council meetings Managing behaviors SLA methodology - Flexibility of SLAs - Adding SLAs - Continuous improvement Credits & earnback SP variable compensation Managing the data Oversight Data validation Tracking Data access Data query Three metrics types Operational No minimum or expected values Leading – daily/weekly/monthly Some required by contract Key SLAs Minimum and expected values No financial penalties Critical SLAs Minimum and expected values Financial penalties Our focus today

6 Service Level Management and Reporting Details  Defined measurements and tools for Service Levels  Publish Service Level reports in the ESP Web Portal  Financial credits for non-performance or poor performance  Contract calls for continuous improvement annually  Improved visibility for all services throughout the enterprise with standardized reporting tools

7 Service Level Agreements Service Desk End User Computing

8 8 Service Desk SLAs Service Desk Services DesignationSLA Time MeasurementExpectedMinimum *First Call Problem Resolution***Resolved during first phone call80%75% *Percentage of Problems Resolved***48 hour Resolution90%85% *Call Abandoned Not ApplicableNo more than 6%No more than 8% **Speed to Answer60 seconds90%85% *Critical Measurement **Key Measurement ***Calls measured are those which are considered resolvable at the Service Desk

9 9 End User Computing SLAs End User Computing Services DesignationSLA Time MeasurementExpectedMinimum Break/Fix Break/Fix Time to RespondWithin 30 minutes during business hours90%85% Tier 1 VIP4 hour Resolution90%85% Tier 2 VIP8 hour Resolution90%85% Tier 3/Campus (350 assets within a 15 mile radius*)Next Business Day Resolution90%85% Tier 4/Remote (all other locations*) 3 Business Day Resolution90%85% Service Request IMACs5 Business Day Completion**95%90% Based upon RFP data, subject to change after the completion of the wall-to-wall inventory and True Up **Excludes new equipment orders that may take 2 – 3 weeks

10 Consolidated Service Desk Status Update

11 Speed to Answer Comparison After Improvement % of calls answered in less than 60 seconds (daily) Process much more stable after improvement

12 Metric Attainment Strategy

13 ParameterResult Mean Upper Process Limit Lower Process Limit 74.21% % 41.07% ParameterResult Mean Upper Process Limit Lower Process Limit 93.66% % 84.29% Speed to Answer (90% Answered in < 60 seconds) Pre-Process Change Volumes Attained 90% or greater 1/15 days Unstable process Significant Moving Range variance from Mean Post Process Change Volumes 90% or greater attainment on 9/10 days Stable process Note proximity of data points from Mean (less variance)

14 Abandoned Call Rate (Daily) After Improvement Process stable after improvement, target achieved. Abandon Rate Comparison

15 ParameterResult Mean Upper Process Limit Lower Process Limit 7.77% 17.43% -1.90% ParameterResult Mean Upper Process Limit Lower Process Limit 2.30% 7.25% -2.64% Abandon Rate (6%) Post Process Change Volumes Scheduling based on agency skilling volumes, arrival patterns, and trending analysis Stable process Less Moving Range variance, points closer to Mean Pre-Process Change Volumes No historical trending data available Unstable process Significant Moving Range variance from Mean

16 First Call Resolution Calculated based on Service Requests opened and closed at IBM Service Desk while user is on the phone Approximately 24,080 Service Requests opened at the IBM Service Desk (9,041 Service Requests closed at the IBM Service Desk) Password resets approximately 50% of Service Requests closed at the IBM Service Desk Other FCR categories: GETS Portal, GSMRT, Order Now, Legacy How To / Inquiry (Shines, SSL, etc.) Right to Left Strategy will drive increase in FCR Voice Trust automation will drive biometric password automation NOTE: Data is approximation and not an official month end report ParameterResult Mean Upper Process Limit Lower Process Limit Expected SLA Minimum SLA 73.67% 91.06% 56.27% 80% 75% First Call Resolution (June 1, 2009 to July 6, 2009)

17 17 First Call Resolution Examples Request TypeResolution CandidatesResolver Group Referrals Password Resets Sharepoint, VPN-SSL Firepass, Windows XP, TSO, RACF (GOES), Shines, GroupWise, GETS, Maximo, Success, e-billing, GCIC, PeopleSoft, voic , OS Support Usage issues with Windows XP, 2000, Vista, Novell Mainframe, Unix, Application/Platform Support Web Applications (ga.gov, teamgeorgia, PW reset, CDC SSL Certificate verification, Intranet connectivity/browser interface) Telephony (Media Player MP3) Connectivity (desktop verification, my network places, Device Manager, etc.) Triage (GETS, Maximo, OrderNow) Web (extra net) Telephony Break Fix. Connectivity (ISR, Switch, router resets)

18 GTA Service Desk Volumes GTA Service Desk show consistent saw tooth pattern Volumes decrease as days in the week progress Mondays are busiest days of the week Fridays are least busy day of the week Quarter/month end activities drove week 1 go live volumes 4 th of July volumes (week 5) fell below Mean ParameterResult Mean Upper Process Limit Lower Process Limit 1, calls 1, calls calls GTA Service Desk Volumes (June 1, 2009 to July 10, 2009)

19 Local Printer Strategy

20 Local Printer Support The Enterprise strategy is to reduce local printers and increase network printers for cost efficiency as well as environmental focus VIPs or those with business need will keep local printers; others will be mapped to a network printer Local printer failures will not be repaired/replaced if there is an available network printer nearby Network printers are being installed throughout the Enterprise as part of the PC Refresh

21 Appendix

22 Service Level Terminology Service Level Agreement (SLA) – An agreement that specifies “how well” we want the service provider to perform services Critical Measurement – Those service levels that are measured and have financial liability to the service provider if they are not performed ($$ at risk) Key Measurements – Those service levels that are measured and do NOT have financial liability to the service provider if they are not performed ($$ not at risk) Critical Deliverable – A one-time service level that must be met

23 Expected Service Level – The average of past performance that the Service Provider must consistently meet Minimum Service Level – The minimum service level that the Service Provider must always remain above Service Level Terminology