State Technology Transformation
Latest News:
Closing out GAIT 2010, shifting to GETS
New IVR solution delivers improved service and dependability
Revised plan for support of local printers
Links to more GAIT information
Closing out GAIT 2010, shifting to GETS
With the transition of technology services to the state’s enterprise providers now complete, GTA is pleased to bring the GAIT 2010 initiative to a successful close. Beginning January 1, GTA shifted to the Georgia Enterprise Technology Services (GETS) Program, which will continue to support the state’s enterprise IT environment. The "GETS Program" name will refer to the state's consolidated computing and telecommunications service delivery program managed by GTA and serving state of Georgia organizations. You will see the change reflected in all our materials and communications.
Technology services introduced through the GAIT initiative will be referred to in the context of the GETS Program. The IT transformation work associated with the GETS Program will proceed as individual projects delivered by our service providers and monitored through GTA’s Program Management Office in our Service Management Organization.
We have reached another important point in our ongoing efforts to provide efficient service delivery supported by a modern IT infrastructure meeting industry standards. We appreciate your continued support.
New IVR solution delivers improved service and dependability
Contact centers throughout many state agencies use interactive voice response (IVR) systems to help serve their constituents. IVR systems must accurately process thousands of calls every day, and high call volumes mean that undependable or outmoded systems can cause big problems in a hurry. The state's technology transformation includes a new IVR solution that brings the reliability and innovation that agencies need.
The first contact center to undergo the conversion was the Department of Human Services Division of Child Support Services - by far the largest IVR application hosted by GTA, handling as many as one million calls every month. Because federal stimulus funds are available to DHS for system enhancements, the agency was eager to be the first in line for IVR transformation under the MNS contract. Read more...
Revised plan for support of local printers
A new process is in place for obtaining support for local printers. Developed with input from agencies, the process is part of a planned migration from local printers to network printers. The goal is to reduce the number of local printers in the state's enterprise by 3,000 in FY 2010 while adding about 150 network printers. The shift toward shared printers will improve operating efficiencies, constrain costs and ensure a more environmentally friendly approach to printing.
If a problem develops with a local printer, the following guidelines are being followed:
- To report a problem with a local printer, contact the Service Desk at 1.877.GTA.3233 (1.877.482.3233). Technicians will make every effort to resolve the problem remotely, assisting the customer in troubleshooting error codes and hardware failures, installing print drivers and mapping a customer to a network printer.
- If remote access does not resolve the issue, a customer may elect to arrange a deskside visit from a Field Services technician. A visit from Field Services entails a separate fee for the requesting agency. If dispatched, the technician will check print drivers and printer connections. He/she will not be authorized to service a local printer’s mechanical operations, order parts, install parts or replace the printer.
When business needs warrant reliance on a local printer, and a customer opts not to pursue a Field Services visit as described above, purchase of a replacement local printer is certainly an option. As you’d expect, this is a decision to be made at the customer agency level.
As general guidance, GTA encourages customers to carefully review how their needs might be met through a network printer environment
Links to more GAIT information
1.877.opinGTA for anonymous customer feedback
Our toll-free number provides customers with the option of commenting anonymously on their customer service experience and offering suggestions for improvements.
Consolidated Service Desk
The state's first consolidated, enterprise service desk launched on June 1, 2009. 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.
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
IT Infrastructure Services - What's different
Learn how the delivery of IT infrastructure services is changing.
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.
Managed Network Services - What's different
Learn how the delivery of managed network services is changing.
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.
Overview of Georgia's technology transformation
Service Catalog Quick Reference
Our Quick Reference is designed to help you understand the Service Catalog: When to use it, who may use it, what can be ordered and how requests are handled.
Service Level Agreements
Learn how we are ensuring agencies receive the services they need.
Services Guide to GETS Web Portal
Download our one-page guide so you'll always known when to call the Consolidated Service Desk and when to use the Service Catalog (OrderNow!).