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State Technology Transformation (GAIT 2010)
Latest News:
Consolidated Service Desk marks another milestone and best practice for state enterprise
GTA helping agencies get word out to employees about Consolidated Service Desk
New processes for Incident, Problem, Change and Release (IPCR) Management
New procedure for Installations, Moves, Adds and Changes (IMACs)
Customer satisfaction surveys for Consolidated Service Desk
Links to more GAIT information
Consolidated Service Desk marks another milestone and best practice for state enterprise
The state's first consolidated, enterprise service desk launched on June 1. For the first time, GTA customers can call a single, toll-free number - 1.877.GTA.3233 (1.877.482.3233) - to receive 24/7/365 support.
The Consolidated Service Desk is a single point of contact for reporting service issues in agencies receiving their IT infrastructure services through IBM and/or their managed network services through AT&T.
As part of
A key goal is to resolve a service issue on the first call. Issues requiring further attention are routed to the appropriate support team. Maximo users can open and track their own tickets online. Maximo can be accessed on the Georgia Enterprise Technology Services (GETS) portal.
The Consolidated Service Desk operates from an IBM facility in metropolitan
GTA helping agencies get word out to employees about Consolidated Service Desk
GTA is helping customer agencies get the word out to their employees about the new Consolidated Service Desk and its toll-free number.
Our Service Delivery Consultants provided magnets and stickers with the toll-free number printed on them and asked agencies to distribute them to employees. We also offered flyers and posters for display in prominent locations.
Agencies can download the flyer, poster and stickers in PDF format if they need more. The stickers can be printed on standard mailing address labels.
New processes for Incident, Problem, Change and Release (IPCR) Management
New processes for IPCRs were implemented on June 1. The new processes use consistent standards and metrics across the enterprise and are reinforced with Maximo, which provides service-level tracking and reporting. Maximo can be accessed on the Georgia Enterprise Technology Services (GETS) portal.
New procedure for Installations, Moves, Adds and Changes (IMACs)
The Consolidated Service Desk does not handle requests for IMACs. Instead, authorized agency staff submit IMAC requests through OrderNow!, our online service catalog on the Georgia Enterprise Technology Services (GETS) web portal.
Customer satisfaction surveys for Consolidated Service Desk
We are conducting customer satisfaction surveys for the Consolidated Service Desk. A sampling of callers are contacted for their impressions of how well their issues and concerns were addressed. The surveys are one of several means to gather customer opinions as part of measuring the performance of our technology service providers.
Links to more GAIT information
Customer Satisfaction Surveys
Surveying customers to gather their opinions and impressions about service delivery will be one essential way to measure performance.
Customer Training for IT Transition and Transformation
GAIT Self-Service Communications Center
Download a flyer, poster and peel-and-stick labels with the toll-free number for the new Consolidated Service Desk: 1.877.GTA.3233 (1.877.482.3233).
IBM, AT&T Providing Services for State's IT Enterprise
IT Infrastructure Services - What will be different
Learn how the delivery of IT infrastructure services is changing under outsourcing.
Learn how GTA and other agencies prepared for service transition
We approached service transition planning with the same diligence and agency involvement we applied to the assessment of state IT operations in 2007 and the procurement process in 2008.
Learn more about our outsourcing contracts
Managed Network Services - What will be different
Learn how the delivery of managed network services is changing under outsourcing.
Milestones in Georgia's IT Transition and Transformation
Find out what’s going to happen and when as we change the way technology supports state government.
Service Level Agreements
Learn how we are ensuring agencies receive the services they need.