1. GOT 2003 Customer Satisfaction Survey: Results Summary Office of Policy & Customer Relations September 4, 2003

2. Today’s Agenda Survey Rationale & Approach Survey Parameters What’s New in 2003? Survey Highlights Summary Results/Comparisons What’s Next? Questions/Discussion

3. Why Measure Cust. Satisfaction? Support Roadmap Efficiency Effectiveness Alignment Integration Drive Policy/Process Change Improved Business Practices

4. Governor's Office for Technology Continuous Improvement Process Baseline Establishment Data Collection/ Aggregation Reporting/ Presentation Analysis/ Prioritization Analysis/ Prioritization GOT Chg Mgt/ Implementation On-Going Measurement GOT Customers Start

5. 2003 Survey Parameters Customer Population –IT Leadership (Secretaries, CIO’s, IT Management & staff & Selected Program Managers) Survey Targeted for Improvements, not Recognition 9 Major Measurement Areas –Billing –Administration (Procurement, etc.) –Data Communications –Voice Communications –Computing Services –Consulting & Project Management –Security Services –Training –Help Desk

6. What’s New in 2003? Survey Instrument Streamlined – Minimal Follow-up Questions Administration Services Separated  Billing  Other (procurement, licensing, etc.) SWOT Feedback – Lots of Comments/Suggestions Customer Communication Preferences

7. 2003 Survey Highlights Survey Population Refined in 2003 Fewer Responses in 2003 Agency CIO/IT Managers - Primary Responder Satisfaction Ranking by Service - Consistent Overall Satisfaction Decreased in 2003

8. Survey Results Survey sent to customers on existing GOT distribution lists – Validated by Agency Liaisons Over 40 Agencies (Cabinet Secretaries, CIO’s, IT Management & Staff plus selected Program Managers) 2002 Survey Population – 840 2003 Survey Population – 814 2002 Response Rate - 228 (27%) 2003 Response Rate - 146 (18%)

9. Summary Demographics Respondent’s Role – Question 3 2002 2003 –Cabinet Exec. Leader17 8% 7 5% –Cabinet CIO/IT Mgr.7434% 58 40% –End User5725% 31 21% –Program Mgr./Non IT2913% 20 14% –Administrative4118% 30 20% –Other/No Response 10 2% 0 228 146

10. Summary Statistics – Leadership Question 902 – An objective in GOT’s strategic plan is to be recognized by our customers as a center for expertise for information technology and a trusted business partner in providing technical leadership. How satisfied are you with GOT’s overall technical leadership? 2002 2003 Very Dissatisfied7 3% 0 0% Somewhat Dissatisfied9 4% 5 9% Neutral2713% 14 27% Somewhat Satisfied7637% 20 38% Very Satisfied8443% 14 26% 203 53

11. Summary Statistics – Leadership Question 904 – The Commonwealth CIO Advisory Council in an effort to partner with the various agencies in setting the Commonwealth’s IT strategic direction, implement enterprise IT architecture and standards and improve the effectiveness and accessibility of technology in government services. This process ensures that all facets of State Government have a voice and are involved in the strategic direction of IT in the Commonwealth. As you consider the Commonwealth’s overall Information Technology progress, how satisfied are you with the Governance Process? 2002 2003 Very Dissatisfied95% 1 2% Somewhat Dissatisfied105% 2 4% Neutral36 18%15 28% Somewhat Satisfied80 40% 22 40% Very Satisfied63 32%14 26% 19854

12. Summary Statistics – Leadership Question 906 – How satisfied are you with the management of processes and projects by GOT Management (GOT Directors & Managers) affecting your agency needs for information Technology Services? 2002 2003 Very Dissatisfied 8 4% 0 0% Somewhat Dissatisfied 6 3% 5 9% Neutral4121% 15 28% Somewhat Satisfied6735% 22 41% Very Satisfied7237% 12 22% 194 54

13. Summary Statistics – GOT Services Comparative Analysis – All Customers Note: numbers may not add to 100% because of rounding

14. Dashboard: Top 9 Customers

15. Summary Statistics – GOT Services Comparative Analysis – Top 9 Customers Note: numbers may not add to 100% because of rounding

16. Survey Results – All the Details All the details are available for your staff on GOTsource at: http://www.gotsource.net/dscgi/ds.py/View/Collection-12326

17. Next Steps Each Organization - Analyze Results and Initiate Changes/Refinements Special Attention (GXO) – Consulting and Billing Finalize “Point of Service” Reporting Facility – OIS POS Surveys Test/Implement “Point of Service” Surveys in OAS, OCPM and Help Desk Continue/Refine Measurement Program

18. Questions ? ? Discussion