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

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

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

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

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

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

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

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 – Survey Population – Response Rate (27%) 2003 Response Rate (18%)

Summary Demographics Respondent’s Role – Question –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%

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? Very Dissatisfied7 3% 0 0% Somewhat Dissatisfied9 4% 5 9% Neutral2713% 14 27% Somewhat Satisfied7637% 20 38% Very Satisfied8443% 14 26%

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? Very Dissatisfied95% 1 2% Somewhat Dissatisfied105% 2 4% Neutral36 18%15 28% Somewhat Satisfied80 40% 22 40% Very Satisfied63 32%14 26% 19854

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? Very Dissatisfied 8 4% 0 0% Somewhat Dissatisfied 6 3% 5 9% Neutral4121% 15 28% Somewhat Satisfied6735% 22 41% Very Satisfied7237% 12 22%

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

Dashboard: Top 9 Customers

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

Survey Results – All the Details All the details are available for your staff on GOTsource at:

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

Questions ? ? Discussion