smo_graphs_2010March_FINAL.xlsx - FTP Directory Listing by linfengfengfz

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									           Statistics
                                  ATT Weighted Score
                        IBM Weighted Composite Composite Score
N          Valid               14         14
           Missing              0          0
Mean                         5.92    5.9857
Median                       5.56       6.04
Mode                         5.16       6.92


                                             q1 - For which part of GTA do you work?
                                 GTA - Finance           SDO
          GTA - Contracts and Integration & Administration                     VMO
          Mean       Median      Mean        Median      Mean        Median    Mean       Median
                5.12       5.12
IBM Weighted Composite Score             6.5         6.5       6.11        5.8       5.74      5.26


                                            q1 - For which part of GTA do you work?
                                 GTA - Finance          SDO
          GTA - Contracts and Integration & Administration                    VMO
          Mean       Median      Mean       Median      Mean        Median    Mean       Median
                6.28       6.28
ATT Weighted Composite Score           6.28        6.28       6.32       5.76       5.19      5.38
                    GTA        GTA - Finance
                                           A
          Overall Mean - Contracts and I &SDO      VMO
               5.92       5.12
IBM Weighted Composite Score           6.5    6.11     5.74
               5.99       6.28
ATT Weighted Composite Score         6.28     6.32     5.19
                   q1 - For which part of GTA do you work?
                   Frequency Percent                   Cumulative Percent
                                           Valid Percent
Valid   GTA - Contracts and I2& A    14.3         14.3      14.3
        GTA - Finance        2       14.3         14.3      28.6
        SDO                  6       42.9         42.9      71.4
        VMO                  4       28.6         28.6      100
        Total               14       100          100




             GTA -
            Contracts                   2
            and I & A

               GTA -
                                        2
              Finance


                 SDO



                 VMO                                                   4
6
                       GTA SMO Satisfaction Survey -- October 2009
q2ibm - As a whole, how satisfied or dissatisfied are you with the technology infrastructure services you?
                                   q1 - For which part of GTA do you work?
                                   GTA - FinanceSDO         VMO
                       GTA - Contracts and Integration & Administration                     5 VMO                  6
           Average              5           satisfaction with IBM, your technology infrastructure provider, which includes personal computers, servers, and printers. A
q2ibm - This section assesses your current6.5          6.17          6                      4 SDO              6.17
           Count                2            2            6          4                      3 GTA - Finance     6.5
                                                                                            2 GTA - Contracts and I5& A
                                                                                            1 Overall              6
           Statistics
q2ibm - This section assesses your current satisfaction with IBM, your technology infrastructure provider, which includes personal computers, servers, and printers. A
N          Valid               14
           Missing              0
Mean                            6
                                                                              Overall                                                        6.00


                                                             GTA - Contracts and I & A                                            5.00


                                                                        GTA - Finance                                                               6.50


                                                                                 SDO                                                          6.17


                                                                                VMO                                                          6.00


                                                                                         0    1       2       3       4       5          6            7    8
ters, servers, and printers. As a whole, how satisfied or dissatisfied are you with the technology infrastructure servic




            8        9      10
                SatisfactionExpectation
5   Service value      5.79       1.92
4   Meeting commitments 5.5       2.07
3   Quality of staff 6.29         1.85
2   Support            5.79       1.85
1   Partnership        5.64        1.5



                                                   Partnership


                                                       Support


                                                Quality of staff


                                          Meeting commitments


                                                  Service value


                                                                   0   1
                                     Satisfaction
                                     Expectation




2   3   4   5   6   7   8   9   10
                                         Statistics
                                         6-12 months, how past 6-12 months, howpast 6-12 or satisfied or dissatisfied d
                                                      q3ibm During the dissatisfied have you been 6-12 months,you be
                                                                 q3ibm During the- During the dissatisfied have howas
                                                                              q3ibm satisfied months, how following h
                 q3ibm - During the past q3ibm - During the- satisfied or- past 6-12 months, howpastwith thesatisfied or s
N      Valid                         14           14         14            14          14
       Missing                        0             0          0            0           0
Mean                               5.64         5.79       6.29           5.5        5.79




                                         Statistics
                                         6-12 months, what During the- pastexpectedhas6-12 months, what hasexpected
                                                      q4ibm hasq4ibm your q4ibmmonths, of servicebeenmonths, of tec
                                                                  6-12 During the- past been your 6-12 your your se
                                                                            6-12     level the past from IBM, been yo
                 q4ibm - During the past q4ibm - During the- past been months, whatDuring what hasexpected levelwhat
N      Valid                         14           14         14          14        14
       Missing                        0             0         0           0         0
Mean                               7.14         7.64       8.14        7.57      7.71
ring the past 6-12 months, how satisfied or dissatisfied have you been with the following aspects of IBM, your technology infrastructure p




ring the past 6-12 months, what has been your expected level of service from IBM, your technology infrastructure provider (personal com
M, your technology infrastructure provider (personal computers, servers, printers)? The value of services provided




 astructure provider (personal computers, servers, printers)? The value of services provided
                       GTA SMO Satisfaction Survey -- October 2009
q3ibm - Over the past 6-12 months, satisfaction with technology infrastructure provider: Partnership (understanding your bu
                                  q1 - For which part of GTA do you work?
                                  GTA - Finance
                                              SDO          VMO
                       GTA - Contracts and Integration & Administration
           Average            4.5
q3ibm - During the past 6-12 months, how6.5          5.83          5.5
                                           satisfied or dissatisfied have you been with the following aspects of IBM, your tech
           Count                2           2            6           4


                       GTA SMO Satisfaction Survey -- October 2009
q4ibm - Over the past 6-12 months, expected level of service with technology infrastructure provider: Partnership (understan
                                  q1 - For which part of GTA do you work?
                                  GTA - Finance
                                              SDO         VMO
                       GTA - Contracts and Integration & Administration
           Average              5         7.5        7.5        7.5
q4ibm - During the past 6-12 months, what has been your expected level of service from IBM, your technology infrastructure
           Count                2           2          6           4                                    Overall


                                    SatisfactionExpectationgap       expec              GTA - Contracts and I & A
                     1   Overall           5.64        1.5      -1.5       7.14
                     2                      4.5
                         GTA - Contracts and I & A     0.5      -0.5          5
                                                                                                   GTA - Finance
                     3   GTA - Finance      6.5          1        -1        7.5
                     4   SDO               5.83       1.67     -1.67        7.5
                     5   VMO                5.5          2        -2        7.5

                                    SatisfactionExpectation
                     5   VMO                5.5          2
                     4   SDO               5.83       1.67
                     3   GTA - Finance      6.5          1
                     2                      4.5
                         GTA - Contracts and I & A     0.5
                     1   Overall           5.64        1.5
rtnership (understanding your business)?




e provider: Partnership (understanding your business)




             Overall


  Contracts and I & A


       GTA - Finance                                                         Satisfaction
                                                                             Expectation

                SDO


               VMO


                        0   1    2      3     4     5   6   7   8   9   10
                       GTA SMO Satisfaction Survey -- October 2009
q3ibm - Over the past 6-12 months, satisfaction with technology infrastructure provider: Support (responsiveness and timelin
                                  q1 - For which part of GTA do you work?
                                  GTA - Finance
                                              SDO         VMO
                       GTA - Contracts and Integration & Administration
           Average            4.5           7          6         5.5
q3ibm - During the past 6-12 months, how satisfied or dissatisfied have you been with the following aspects of IBM, your tech
           Count                2           2          6           4


                       GTA SMO Satisfaction Survey -- October 2009
q4ibm - Over the past 6-12 months, expected level of service with technology infrastructure provider: Support (responsivene
                                  q1 - For which part of GTA do you work?
                                  GTA - Finance
                                              SDO         VMO
                       GTA - Contracts and Integration & Administration
           Average            6.5           8        your          8
q4ibm - During the past 6-12 months, what has been7.67 expected level of service from IBM, your technology infrastructure
           Count                2           2          6           4

                                               SatisfactionExpectationgap       expec
                                    Overall           5.79       1.85     -1.85       7.64
                                                       4.5
                                    GTA - Contracts and I & A       2        -2        6.5
                                    GTA - Finance        7          1        -1          8
                                    SDO                  6       1.67     -1.67       7.67
                                    VMO                5.5        2.5      -2.5          8

                                                                                             GTA - Contracts and I & A
                                               SatisfactionExpectation
                                5   VMO                5.5        2.5
                                                                                                        GTA
                                4   SDO                  6       1.67
                                3   GTA - Finance        7          1
                                2                      4.5
                                    GTA - Contracts and I & A       2
                                1   Overall           5.79       1.85
pport (responsiveness and timeliness)




e provider: Support (responsiveness and timeliness)




                  Overall


       Contracts and I & A


            GTA - Finance                                                          Satisfaction
                                                                                   Expectation

                     SDO


                    VMO


                             0   1      2    3        4   5   6   7   8   9   10
                       GTA SMO Satisfaction Survey -- October 2009
q3ibm - Over the past 6-12 months, satisfaction with technology infrastructure provider: Quality of technical staff
                                  q1 - For which part of GTA do you work?
                                  GTA - Finance
                                              SDO          VMO
                       GTA - Contracts and Integration & Administration
           Average            5.5
q3ibm - During the past 6-12 months, how6.5          6.67            6
                                           satisfied or dissatisfied have you been with the following aspects of IBM, your tech
           Count                2           2            6           4


                       GTA SMO Satisfaction Survey -- October 2009
q4ibm - Over the past 6-12 months, expected level of service with technology infrastructure provider: Quality of staff
                                  q1 - For which part of GTA do you work?
                                  GTA - Finance
                                              SDO         VMO
                       GTA - Contracts and Integration & Administration
           Average            7.5           8        your       8.5
q4ibm - During the past 6-12 months, what has been8.17 expected level of service from IBM, your technology infrastructure
           Count                2           2          6           4

                                    SatisfactionExpectationgap       expec
                         Overall           6.29       1.85     -1.85       8.14
                                            5.5
                         GTA - Contracts and I & A       2        -2        7.5
                         GTA - Finance      6.5        1.5      -1.5          8
                         SDO               6.67        1.5      -1.5       8.17
                         VMO                  6        2.5      -2.5        8.5




                                    SatisfactionExpectation
                                                                                        Overall
                     5   VMO                  6        2.5
                     4   SDO               6.67        1.5
                     3   GTA - Finance      6.5        1.5            GTA - Contracts and I & A
                     2                      5.5
                         GTA - Contracts and I & A       2
                     1   Overall           6.29       1.85
                                                                                  GTA - Finance


                                                                                          SDO


                                                                                          VMO


                                                                                                  0   1
uality of technical staff




e provider: Quality of staff




                                                             Satisfaction
                                                             Expectation




           1      2         3   4   5   6   7   8   9   10
                       GTA SMO Satisfaction Survey -- October 2009
q3ibm - Over the past 6-12 months, satisfaction with technology infrastructure provider: Ability to meet commitments (dates
                                  q1 - For which part of GTA do you work?
                                  GTA - Finance
                                              SDO          VMO
                       GTA - Contracts and Integration & Administration
           Average              6
q3ibm - During the past 6-12 months, how6.5          5.67          4.5
                                           satisfied or dissatisfied have you been with the following aspects of IBM, your tech
           Count                2           2            6           4


                       GTA SMO Satisfaction Survey -- October 2009
q4ibm - Over the past 6-12 months, expected level of service with technology infrastructure provider: Ability to meet your co
                                  q1 - For which part of GTA do you work?
                                  GTA - Finance
                                              SDO         VMO
                       GTA - Contracts and Integration & Administration
           Average            7.5         7.5        your      8.25
q4ibm - During the past 6-12 months, what has been7.17 expected level of service from IBM, your technology infrastructure
           Count                2           2          6           4

                                    SatisfactionExpectationgap       expec
                         Overall            5.5       2.07     -2.07       7.57                     Overall
                         GTA - Contracts and I6& A     1.5      -1.5        7.5
                         GTA - Finance      6.5          1        -1        7.5
                         SDO               5.67        1.5      -1.5       7.17    GTA - Contracts and I & A
                         VMO                4.5       3.75     -3.75       8.25
                                                                                              GTA - Finance

                                    SatisfactionExpectation
                     5   VMO                4.5       3.75                                             SDO
                     4   SDO               5.67        1.5
                     3   GTA - Finance      6.5          1
                                                                                                      VMO
                     2   GTA - Contracts and I6& A     1.5
                     1   Overall            5.5       2.07
 ility to meet commitments (dates and service levels) to your organization




e provider: Ability to meet your commitments (dates and service levels) to your organization




         Overall


ntracts and I & A


         Finance                                                                       Satisfaction
                                                                                       Expectation

            SDO


           VMO


                    0   1    2     3      4     5      6     7     8         9   10
                       GTA SMO Satisfaction Survey -- October 2009
q3ibm - Over the past 6-12 months, satisfaction with technology infrastructure provider: The value of services provided
                                  q1 - For which part of GTA do you work?
                                  GTA - Finance
                                              SDO         VMO
                       GTA - Contracts and Integration & Administration
           Average              6           6          6        5.25
q3ibm - During the past 6-12 months, how satisfied or dissatisfied have you been with the following aspects of IBM, your tech
           Count                2           2          6           4


                       GTA SMO Satisfaction Survey -- October 2009
q4ibm - Over the past 6-12 months, expected level of service with technology infrastructure provider: The value of services p
                                  q1 - For which part of GTA do you work?
                                  GTA - Finance
                                              SDO         VMO
                       GTA - Contracts and Integration & Administration
           Average            7.5         7.5        your      7.75
q4ibm - During the past 6-12 months, what has been7.83 expected level of service from IBM, your technology infrastructure
           Count                2           2          6           4

                                   SatisfactionExpectationgap       expec
                        Overall           5.79       1.92     -1.92       7.71               Overall
                        GTA - Contracts and I6& A     1.5      -1.5        7.5
                        GTA - Finance        6        1.5      -1.5        7.5 - Contracts and I & A
                                                                             GTA
                        SDO                  6       1.83     -1.83       7.83
                        VMO               5.25        2.5      -2.5       7.75
                                                                                         GTA - Finance


                                   SatisfactionExpectation
                                                                                                  SDO
                    5   VMO               5.25        2.5
                    4   SDO                  6       1.83
                    3   GTA - Finance        6        1.5                                        VMO
                    2   GTA - Contracts and I6& A     1.5
                    1   Overall           5.79       1.92                                                0
e value of services provided




e provider: The value of services provided




    Overall


ts and I & A


    Finance                                                           Satisfaction
                                                                      Expectation

       SDO


      VMO


               0   1     2      3     4      5   6   7   8   9   10
                       GTA SMO Satisfaction Survey -- October 2009
q2att - As a whole, how satisfied or dissatisfied are you with the managed network services provider you receive?
                                   q1 - For which part of GTA do you work?
                                   GTA - FinanceSDO         VMO
                       GTA - Contracts and Integration & Administration
             section             7            7        6.33       5.25
q2att - This Averageassesses your current satisfaction with AT&T, your managed network services provider, which includes network, internet, and telephones. As a w
             Count               2            2           6          4

            Statistics
q2att - This section assesses your current satisfaction with AT&T, your managed network services provider, which includes network, internet, and telephones. As a w
N           Valid                14
            Missing               0
Mean                           6.21                                          Overall                                                   6.21

         5   VMO              5.25
         4   SDO              6.33                         GTA - Contracts and I & A                                                             7.00
         3   GTA - Finance        7
         2   GTA - Contracts and I7& A
         1   Overall          6.21                                    GTA - Finance                                                              7.00



                                                                               SDO                                                        6.33



                                                                              VMO                                              5.25


                                                                                       0    1      2       3       4       5          6      7          8
net, and telephones. As a whole, how satisfied are you with the managed network services you receive from AT&T?




           8      9      10
                 SatisfactionExpectation
5   Service value       5.86       2.14
4   Meeting commitments 4.36       2.64
3   Staff quality       6.07       1.68
2   Support             5.79       1.71
1   Partnership         6.14       1.36
                                                    Partnership


                                                        Support


                                                   Staff quality


                                           Meeting commitments


                                                   Service value


                                                                   0   1   2   3
                                 Satisfaction
                                 Expectation




3   4   5   6   7   8   9   10
                             Statistics
                             q3att During the- past q3attmonths, howpast 6-12 or satisfied months,youthe following dis
                                          6-12 During the- During the- During the dissatisfied dissatisfied dissatisfied ha
                                                     6-12 satisfied or satisfied months,you been with been with the f
                                                               6-12 dissatisfied have how have how have you bee
                 q3att - During the- past q3attmonths, howpast q3attmonths, howpast 6-12 or satisfied or satisfied or asp
N      Valid              14          14          14        14          14
       Missing             0            0          0         0           0
Mean                   6.14         5.79        6.07      4.36       5.86




                             Statistics
                             q4att During the- past q4attmonths, the-your expected levelwhat hasexpected levelyour m
                                          6-12 During the- past q4attmonths, theyour 6-12 months,from hasexpected
                                                    6-12 has6-12 past 6-12 months, of service of service of serv
                                                                 been has been past been your been your been you
                 q4att - During the- past q4attmonths, whatDuring whatDuring what hasexpected levelwhatAT&T,from AT
N      Valid              14          14         14         14          14
       Missing             0            0         0          0           0
Mean                   7.43         7.36        7.5          7        7.57
6-12 months, how satisfied or dissatisfied have you been with the following aspects of AT&T, your managed network services provider (n




6-12 months, what has been your expected level of service from AT&T, your managed network services provider (network, internet, pho
aged network services provider (network, internet, phones)? The value of services provided




s provider (network, internet, phones)? The value of services provided
                        GTA SMO Satisfaction Survey -- October 2009
q3att - Over the past 6-12 months, satisfaction with managed network services provider: Partnership (understanding your bu
                                   q1 - For which part of GTA do you work?
                                   GTA - Finance
                                               SDO         VMO
                        GTA - Contracts and Integration & Administration
            Average              7         5.5        dissatisfied 5.5 you been with the following aspects of AT&T, your ma
q3att - During the past 6-12 months, how satisfied or 6.5          have
            Count                2           2          6            4


                        GTA SMO Satisfaction Survey -- October 2009
q4att - Over the past 6-12 months, expected level of service with managed network services provider: Partnership (understan
                                   q1 - For which part of GTA do you work?
                                   GTA - Finance
                                               SDO         VMO
                        GTA - Contracts and Integration & Administration
            Average              8           6       7.67        7.5
q4att - During the past 6-12 months, what has been your expected level of service from AT&T, your managed network service
            Count                2           2          6          4
                                                                                                 Overall
                        SatisfactionExpectationgap       expec
         5   VMO                5.5       1.93     -1.93       7.43             GTA - Contracts and I & A
         4   SDO                6.5        1.5      -1.5          8
         3   GTA - Finance      5.5        0.5      -0.5          6
         2   GTA - Contracts and I7& A    0.67     -0.67       7.67                        GTA - Finance
         1   Overall           6.14       1.36     -1.36        7.5

                                                                                                    SDO


                                                                                                   VMO
artnership (understanding your business)?




s provider: Partnership (understanding your business)




        Overall


tracts and I & A


        Finance                                                              Satisfaction
                                                                             Expectation

           SDO


          VMO


                   0   1    2     3     4     5         6   7   8   9   10
                        GTA SMO Satisfaction Survey -- October 2009
q3att - Over the past 6-12 months, satisfaction with managed network services provider: Support (responsiveness and timelin
                                   q1 - For which part of GTA do you work?
                                   GTA - Finance
                                               SDO         VMO
                        GTA - Contracts and Integration & Administration
            Average              7           5       6.33        4.75
q3att - During the past 6-12 months, how satisfied or dissatisfied have you been with the following aspects of AT&T, your ma
            Count                2           2          6           4


                        GTA SMO Satisfaction Survey -- October 2009
q4att - Over the past 6-12 months, expected level of service with managed network services provider: Support (responsivene
                                   q1 - For which part of GTA do you work?
                                   GTA - Finance
                                               SDO         VMO
                        GTA - Contracts and Integration & Administration
            Average            6.5          has      7.83        7.5
q4att - During the past 6-12 months, what6.5 been your expected level of service from AT&T, your managed network service
            Count                2           2          6          4


                                   SatisfactionExpectationgap           expec
                    5   VMO               4.75       2.61       -2.61           7.36
                    4   SDO               6.33       0.17       -0.17            6.5
                    3   GTA - Finance        5        1.5        -1.5            6.5
                    2   GTA - Contracts and I7& A    0.83       -0.83           7.83
                    1   Overall           5.79       1.71       -1.71            7.5



                                                                                             Overall


                                                                        GTA - Contracts and I & A


                                                                                       GTA - Finance


                                                                                               SDO


                                                                                               VMO


                                                                                                       0   1
pport (responsiveness and timeliness)




s provider: Support (responsiveness and timeliness)




                                                                   Satisfaction
                                                                   Expectation




         1      2     3     4     5      6     7      8   9   10
                        GTA SMO Satisfaction Survey -- October 2009
q3att - Over the past 6-12 months, satisfaction with managed network services provider: Quality of technical staff
                                   q1 - For which part of GTA do you work?
                                   GTA - Finance
                                               SDO         VMO
                        GTA - Contracts and Integration & Administration
            Average            4.5         6.5       6.83          have
q3att - During the past 6-12 months, how satisfied or dissatisfied 5.5 you been with the following aspects of AT&T, your ma
            Count                2           2          6            4


                        GTA SMO Satisfaction Survey -- October 2009
q4att - Over the past 6-12 months, expected level of service with managed network services provider: Quality of staff
                                   q1 - For which part of GTA do you work?
                                   GTA - Finance
                                               SDO         VMO
                        GTA - Contracts and Integration & Administration
            Average            6.5          has         8       7.75
q4att - During the past 6-12 months, what6.5 been your expected level of service from AT&T, your managed network service
            Count                2           2          6          4


                        SatisfactionExpectationgap       expec
         5   VMO                5.5          2        -2        7.5
                                                                                       Overall
         4   SDO               6.83      -0.33      0.33        6.5
         3   GTA - Finance      6.5          0         0        6.5
         2                      4.5
             GTA - Contracts and I & A     3.5      -3.5          8   GTA - Contracts and I & A
         1   Overall           6.07       1.68     -1.68       7.75

                                                                                 GTA - Finance


                                                                                          SDO


                                                                                         VMO


                                                                                                  0   1
uality of technical staff




s provider: Quality of staff




                                                             Satisfaction
                                                             Expectation




            1     2         3   4   5   6   7   8   9   10
                        GTA SMO Satisfaction Survey -- October 2009
q3att - Over the past 6-12 months, satisfaction with managed network services provider: Ability to meet commitments (dates
                                   q1 - For which part of GTA do you work?
                                   GTA - Finance
                                               SDO         VMO
                        GTA - Contracts and Integration & Administration
            Average            2.5           4       5.33           4
q3att - During the past 6-12 months, how satisfied or dissatisfied have you been with the following aspects of AT&T, your ma
            Count                2           2          6           4


                        GTA SMO Satisfaction Survey -- October 2009
q4att - Over the past 6-12 months, expected level of service with managed network services provider: Ability to meet your co
                                   q1 - For which part of GTA do you work?
                                   GTA - Finance
                                               SDO         VMO
                        GTA - Contracts and Integration & Administration
            Average            4.5          has       7.5       7.75
q4att - During the past 6-12 months, what6.5 been your expected level of service from AT&T, your managed network service
            Count                2           2          6          4


                                   SatisfactionExpectationgap       expec
                                                                                      Overall
                    5   VMO                  4          3        -3          7
                    4   SDO               5.33      -0.83      0.83        4.5
                    3   GTA - Finance        4        2.5                  6.5
                                                               -2.5 GTA - Contracts and I & A
                    2                      2.5
                        GTA - Contracts and I & A       5        -5        7.5
                    1   Overall           4.36       3.39     -3.39       7.75
                                                                                GTA - Finance


                                                                                         SDO


                                                                                        VMO


                                                                                                0   1
bility to meet commitments (dates and service levels) to your organization




s provider: Ability to meet your commitments (dates and service levels) to your organization




                                                                             Satisfaction
                                                                             Expectation




          1     2     3      4     5     6      7     8     9     10
                        GTA SMO Satisfaction Survey -- October 2009
q3att - Over the past 6-12 months, satisfaction with managed network services provider: The value of services provided
                                   q1 - For which part of GTA do you work?
                                   GTA - Finance
                                               SDO         VMO
                        GTA - Contracts and Integration & Administration
            Average              5           5        dissatisfied have you been with the following aspects of AT&T, your ma
q3att - During the past 6-12 months, how satisfied or 6.5        5.75
            Count                2           2          6           4


                        GTA SMO Satisfaction Survey -- October 2009
q4att - Over the past 6-12 months, expected level of service with managed network services provider: The value of services p
                                   q1 - For which part of GTA do you work?
                                   GTA - Finance
                                               SDO         VMO
                        GTA - Contracts and Integration & Administration
            Average              7           7       7.67
q4att - During the past 6-12 months, what has been your expected 8 level of service from AT&T, your managed network service
            Count                2           2          6          4


                        SatisfactionExpectationgap       expec                        Overall
         5   VMO               5.75       1.82     -1.82       7.57
         4   SDO                6.5        0.5      -0.5          7
         3   GTA - Finance        5          2        -2          7 GTA - Contracts and I & A
         2   GTA - Contracts and I5& A    2.67     -2.67       7.67
         1   Overall           5.86       2.14     -2.14          8
                                                                                GTA - Finance


                                                                                         SDO


                                                                                        VMO


                                                                                                0   1
he value of services provided




s provider: The value of services provided




                                                              Satisfaction
                                                              Expectation




          1     2     3         4   5    6   7   8   9   10
Better standardization of the PC image, better remote diagnostics.
Complete Transformation within the next twelve months
IBM should look for win-win opportunities. In most incidences IBM approaches the discussions with a win-lose mentality. The service desk is ineffective unless you
Improve on communications with customers and meeting customers requested due dates. IBM . ISS firewall support is terrible and is unresponsive to customer need
Improve on EndUser Support. Better coordination of work activities. Communicate with the service desk to make sure they understand the procedures.
Keep the customers informed of current projects and keep them in the loop with updates on incidents, changs, RFS', and IMAC's. For EUC, everyone from top to bot
Make committments that can be met and then make them. Secondarily, communication is lacking in many initiatives. End users are consistently surprised by the chan
Provide better tools for monitoring operational processes; within online ordering tools, provide better descriptive product information and expectations around the d
Train the staff that creates tickets to put the appropriate asset in the ticket.
esk is ineffective unless you just need them to reset a password. Tickets are often left for a week plus with no call back. When callbacks do occur they are often after work hours
esponsive to customer needs. The firewall support organization needs a MAJOR overhaul to correct the major issues in this area.
 he procedures.
 C, everyone from top to bottom needs to know the basic processes and responsibilities. (ex. surplus equipment) The tech needs to be delivering the same message as the manag
stently surprised by the changes that are taking place. Change is hard enough, people should at least have a chance to be prepared.
 d expectations around the delivery of the service or products.
y are often after work hours or when an employee isn't at their desk making the ability to actual resolve the problem almost impossible. How are customers notified of pending c


ame message as the managment team.        Deliver equipment in a timely manner. EUC is the most customer facing aspect of this contract and when this is not being done exceptio
omers notified of pending changes? It is not uncommon for me to come in and something changes on my PC and not X doesn't work. Who vets the patching? When is transfor


is is not being done exceptionally well, the customers lose trust.
patching? When is transformation coming? What are the business benefits?
AT&T needs to improve communications with customers on RFS and catalog orders. They need to partner more closely with I
Be more responsive to the customers. Take ownership for projects. Greatly improve the "cross functional dysfunction" with I
Embrace and work with the customers closer to understand their operational needs and issues. Provide better descriptive in
Faster response times, better management
Improve time it takes to do installations/upgrades, etc. Run activities in parellel instead of waiting to one activity to end befo
Jeannie Gustafson has added a needed senior management influence on the account. ATT needs to ensue that the business i
Meet timelines and keep the customers in the loop with updates.
The knowledge of the staff appears to be lacking. Additional training my be required.
Written documenation is still lacking fundamental understanding of the environment for transformation. The silos within AT&
eed to partner more closely with IBM for service desk issues around aging incident tickets and insuring tickets are handled correctly the fi
oss functional dysfunction" with IBM so it's seamless to the customer.
ues. Provide better descriptive info regarding products and services. Perception is that they do not work cooperatively or collaboratively

waiting to one activity to end before another can begin. Slows projects down.
needs to ensue that the business is organized to support the account and is not just a bunch silos with Jeannie's team trying to make it loo


ansformation. The silos within AT&T are affecting their ability to produce a comprehensive picture of what is happening at the detail level
ickets are handled correctly the first time. Many times tickets are misrouted or bounced between IBM and AT&T and it's the customer th

rk cooperatively or collaboratively with IBM.


eannie's team trying to make it look like a cohesive organization. This will assist in setting realistic and fair expectations, and managing to


at is happening at the detail level. The big picture and strategy is fairly sound, it is the project by project details that are lacking.
nd AT&T and it's the customer that suffers with the problem taking a escalation to resolve.




air expectations, and managing to execution.


 details that are lacking.
1                                                        1       Overall they need to be do is. We spend their document d
     IBM should spend more time focusing on performance and what the right thing tomore thorough inmore time manag
2                                                        2       1) Gain a workload
     Provide resources to meet 1) customer expectations and 2) resolvesense of urgency 2) instill a sense of ownership fo
3    Set expectations, meet expectations                 3       Improve partnership
5                                                        5       Give more
     Give more effort toward the qaulity of work or services provided. effort toward providing better quality work.
6                                                        6        and solve issues that belong to them, example interfacing
     Improve working relationship with AT&T. Take ownershipMeet due dates provided to customers. Improve partership
7    Better training of staff in understanding GTA core8business.AT&T needs to start working together with IBM. IBM is the
8                                                        9       Faster turn around time
     Build a better communication process within IBM. Allow the Architects and PM's to do their job. Too many times IBM
9    Stronger technical staff able to provide solutions;10         deadlines in a more timely fashion; providing an approach
                                                          meeting The way work is being delivered seems very disjointed and
10                                                       11       Any immediate provide customer service that they own an
      IBM needs to step up and deliver on all commitments in the contract and improvement on Solution Request process
11                                                       13       Add additional resources to the would to enhance servic
      Any immediate improvement on Solution Request process and visibility for the customersaccountbe huge. Right now
13                                                       14       IBM and ATT must do a better accomplish, and incurs add
      Simplify processes. What took GTA 3 people to accomplish now takes IBM 5-7 people tojob with integration. Cross
14                                                       15       More timely
      The Consolidated Service Desk has to continuously improve in its overall understanding of the environment. IBM a
15    Be more responsive and timely                      16       The Account Managers need to understand the product in
16                                                       17        that know more familiar with are and a high degre of sta
      Maintain a group of agents at the Consolidated Help Desk1. Become who the customers the contract - to includekno
17    Become more familiar with the contract             18       When I needed my headset installed it would have been n
18                                                       20       I for updates....they only let you know the day of the upda
      Inform us the previous day when to leave our computer onthink AT&T has some good people on this account. I belie
20    Consistently meet customer's due dates.            22       1. Meet their contract obligations. 2. Add resources 3. An
23                                                       and      They technology services they are providing to meet those
      Take the time to understand our business needs 23 adapt the need to take the time to understand our business ne
24                                                       24       not sure if it's network/internet issue or server(INF) p: d
      improve server reliability. numerous times throughout most work days Iaexperience errors that exchange or my issue
26                                                       26       take the time not just the silo area that work and process
      have more people trained to understand the state of ga as a whole and to understand the neededthey are responsib
28                                                       28       Hire more dedicated resources for the Life to align goals,
      Increase performance to reach transformation goals in a timely fashion working WITH GTA and AT&TCycle Managem
29                                                       29       Provide better response time.
      Be more responsive to requirements GTA has for making this project work.
30                                                       up       Follow laptops to run more efficiently. Establish processe
      Set up a better knowledge base of issues. Clean 30 desktops andup and follow through on committments to bring is
31                                                       31       Make commitments with due dates and meet them.
      Increased knowledge of troubleshooting of desktop support personnel and improvement of network/active director
32                                                       32       Streamline existing processes to deliver to mis-direct calls
      Improve current response times for service requests. Service Desk needs improvement (continuesmore timely respo
33                                                       33       All AM's need unhappy that they have lost resources and
      Insure the right resources are available at the right time. Customers areto understand details of contract and proces
34    Be willing to coordinate with 3rd party vendors. 34         More be more willing to learn agency specific software W
                                                         Instruct Dell toTraining for staff to listen to customer needs, realizin
35                                                       35       VMO for shuttle diplomacy. IBM, rather than rely upon
      Strongly integrate efforts with ATT, rather than rely upon Strongly integrate efforts withTranscend perceived contrac
36                                                       36       It seems to ongoing problem long day to that continues
      The IBM teams do not communicate across teams - that has been an take AT&T quite asince timeoneunderstand req
37                                                       37       Appears to improve throughput. to take on this account.
      Better and timely expectation management. Proactive suggestionsthat ATT wasn't preparedMore high end SME's to
38                                                       38       resolving service desks tickets on deadlines set
      meet committments in regard to SLA's; do a better job at Perform to expected levels - meetthe first try. with custo
39                                                       39       Assure that you to be dispatched
      Support is good, but sometimes takes longer than expected for technicianunderstand the problem before reacting a
40                                                        way     Need to improve service delivery bottom line and not the
      Senior IBM management needs to get out of the40 of progress. They only care about the and engage more people
41    Continue to learn the state business.              41       Continue to learn the state business and the landscape.
43    More Engineers, fewer Project Managers             42       Integrate more easily with IBM in areas where the two Ser
46                                                       46       Responsiveness - See call back time frame Suggest metho
      Improve the timeliness of call backs. Improve the ability of agents to be heard at the GTA help desk.associated with
47                                                       47       Make better to of certain breadth and depth of their und
      1) Throw their assumptions out the window. 2) Accept that they need useexpand thetransitioned resources.
48                                                       48       Delivery of services in a timly manner.
      Put more focus on change management - processes for technical changes, data integrity, and overall transformation
49    improve on their delivery time for services        49       improve on delivery times, better communications, ensure
50                                                       50       In general clarified, published and thoroughly implemente
      Response times could improve. Service desk procedures need to beresponse times across the board need to improv
51                                                       51       - trying to to work thing ordering process. Ensure you ar
      -Dell and IBM need to convey to the agencies that they areContinue the righton theby the agencies knowing they sti
52                                                       52        Process, to improve the customer feedback loop.
      Fix the Consolidated Help Desk. Fix the Solutions RequestContinue especially cross-vendor partnerships. Get enoug
54                                                       54       Become more proactive and take an additional technical r
      Improve the service desk handling by training and improvements in the scripts by agency. Addownership stake in ha
55    Understand customer base, meet commitments,55               Focus on improving operational performance. focus on cu
                                                          make it easier to do business with, less pushback, moreMeet contr
more thorough in their document delivery and initial plans. It appears as if the first round of any document is to lob a template from anoth
 y 2) instill a sense of ownership for the end user and services delivered

providing better quality work.
 to customers. Improve partership with IBM to better solve issues, example transformation planning. Solve problems internally before the
ing together with IBM. IBM is the Integrator - AT&T needs to realize that. Too many times I've seen AT&T fighting (figuratively) with IBM

elivered seems very disjointed and inefficient. The arrogance that ATT had going into this contract has been its undoing. At no place since
ment on Solution Request process and visibility for the customers would be huge. Right now the collaboration between IBM & AT&T on So
 to the account to enhance service responsiveness.
better job with integration. Cross functional services continue to be a pain point for customers. The service delivery process needs to be

 eed to understand the product in the catalog. They need to be timely on first response to the customer and on continued engagements w
r with the contract - to include staff with direct interaction with the end user 2. Increase staff to accomodate workload 3. Better inter
set installed it would have been nice if they provided estimated time of arrival and short demo of the equipment use.
ood people on this account. I believe they underestimated the complexity and types of services state agencies were receiving.In my eyes,
bligations. 2. Add resources 3. Answer questions in a timely manner
me to understand our business needs and work toward meeting those needs through the services they are providing. They need to impro
/internet issue or server(INF) issue but almost daily I experience issues with very slow internet response time and network drive mapping
and the needed work and processes to support them.
ources for the Life Cycle Management Team. Increase performance to reach transformation goals in a timely fashion working WITH GTA a

ough on committments to bring issues to closure faster.
h due dates and meet them.
esses to deliver more timely response to customers.
 and details of contract and processes. Attachments to Order Now need to be forwarded to AT&T Service Tech's in the field (customer de
o learn agency specific software Work closer with agency to fill in knowledge transfer gaps Work with other vendors to complete open in
s with IBM, rather than rely upon VMO for shuttle diplomacy. Transcend perceived contract incentives for solo effort to integrate IBM an
uite a long time to understand requirements and issues. Given that, it's been very difficult for them to meet time commitments b/c of the
 prepared to take on this account. It was understaffed and transition has left many customers comtemplating leaving the deal. Coordinati
els - meet deadlines set with customers. follow processes; improve service catalog;
and the problem before reacting and responding. Review opportunities for training of the LCM team. Some provide very good customer se
 delivery and engage more people in statu contact directly with the customers.
 te business and the landscape.
th IBM in areas where the two Service Providers meet. Higher sense of urgency on incidents and service order due date misses.
l back time frame associated with ticket number IM 42744
 in transitioned resources.
 imly manner.
es, better communications, ensure that installs or other work performed is done to customers expectations prior to leaving and closing tic
 s across the board need to improve.
 e ordering process. Ensure you are staying in the guidelines of time expectations given to the agencies a while back. - Educate the agen
  customer feedback loop.
 and take an ownership stake in handling outages/incidents. Improve the product and service offering items and descriptions in the Onlin
 ational performance. Meet contractual and operational commitments. Ensure account is staffed adequately, with trained resources who
nt is to lob a template from another account at us and see where we can point out the flaws. This is not productive and wastes everyone'




lve problems internally before they become issues for GTA.
&T fighting (figuratively) with IBM over decisions. DO WHAT'S BEST FOR THE STATE OF GEORGIA!!!!!

een its undoing. At no place since 5/1 has there been evidence of utilization of knowledge transfer efforts. The damage done to the cust
ration between IBM & AT&T on Solution Requests is a "3" at best. Needs a lot of improvement,

rvice delivery process needs to be reviewed. There are opportunities for improvement. ATT training on GAIT needs to include all custom

r and on continued engagements with the customer. Their needs to be professional training given to the customer on products. More re
modate workload 3. Better interaction with IBM
quipment use.
 encies were receiving.In my eyes, here's where I think they can improve services.They need to improve with basic fundamentals that inm

 re providing. They need to improve in their overall quality and timeliness of the work they are performing on behalf of the state. And th
 time and network drive mapping to the servers. generally when I call the service desk I tell them the steps I've already taken, i.e. run the

 mely fashion working WITH GTA and IBM to align goals, identify touch points and priorities. Bring more maturity to the current ITIL proce




 e Tech's in the field (customer details).
 ther vendors to complete open incidents/IMACS more timely.
 for solo effort to integrate IBM and ATT Transformations into a set of unified initiatives with sound technical, business, and project mana
eet time commitments b/c of the lack of understanding. I think they need to increase the skill set of the team on the account - specifically
lating leaving the deal. Coordination with IBM has been a struggle and forced although we were led to believe this was an established rela

me provide very good customer service, while some don't do so well. Some newer members on the team need more familiarization with


 order due date misses.




ons prior to leaving and closing tickets.

a while back. - Educate the agencies on big projects like ATT LAN responsibilities. (ex. What should happen when a switch goes down?)

ems and descriptions in the Online Service Catalog. Provide effective operational performance reports, including timely RCAs when reque
uately, with trained resources who understand the state environment and customer expectations. Seek out & listen to those who have be
 productive and wastes everyone's time.




rts. The damage done to the customer base in the first 90 days will remain as a shadow hovering over this contract and the Service Provi


n GAIT needs to include all customer facing personnel (LCM, MCS and technicians).

e customer on products. More resources are needed that can provide technical solutions to the customers.


with basic fundamentals that inmpact the customer's day-to-day business needs. 1. Consistent communications to our customers per M

ing on behalf of the state. And they need to set the appropriate level of expectations up front and then report back to us on how they are
eps I've already taken, i.e. run the GTAlogin script from server dc-03. It works for a while but then begins having issues later. I think both s

 maturity to the current ITIL processes by changing the culture of transitioned employees and management through education and incen




hnical, business, and project management underpinnings. For failed SLAs, cultivate as much interest in business fixes as in rewriting SLAs
 team on the account - specifically with regard to analytical and problem solving skills. Additionally, they don't seem to have enough peop
 elieve this was an established relationship. The lack of process and integration was overwhelming. All dates made were due, in large part

m need more familiarization with State Government, so they can better serve their customers.




ppen when a switch goes down?) - Educate the agencies about ATT role in adding EUC devices on the network. - Improve the coordinati

including timely RCAs when requested.
out & listen to those who have been on the account for years, they've learned many tough lessons.
 his contract and the Service Provider's reputation for some time. It truly felt like ATT was cutting its teeth into this line of business on the




 unications to our customers per MNS Advisories processes.If due dates are not going to be met, then the customer needs to be notified.

 report back to us on how they are performing against the projected levels.
 having issues later. I think both service providers could provide a higher level of service by not only partnering with GTA but also by partn

ment through education and incentives. Put more effort into understanding the State of Georgia’s business operations, goals and project i




 business fixes as in rewriting SLAs that are easier to meet. Meaningful metrics are valuable to both sides, but their primary purpose is to
  don't seem to have enough people on the account but that's only part of the problem. If the current staff worked "smarter" it might redu
 ates made were due, in large part, to SMO dragging ATT across the finish line. The ATT staff was dedicated and diligent but were understa




etwork. - Improve the coordination between Dell, IBM, and ATT when a device is added to the network. An agency should not be the mi
th into this line of business on the back of the state of Georgia. The efforts made to improve in the last 90 days have borne fruit, but the




e customer needs to be notified. Follow up communication needs to improve. 2. If the customer calls in a ticket, they need to dispatch


tnering with GTA but also by partnering better with each other

ess operations, goals and project initiatives.




s, but their primary purpose is to incent new behavior. Dialogue on that basis has not been forthcoming. Extend ownership of tactical o
aff worked "smarter" it might reduce some of the workload and issues.
ed and diligent but were understaffed and under prepared for the transition. The insight that Bellsouth had into the state did not provide




k. An agency should not be the middleman to coordinate this effort. - The coordination between the vendors should happen at all levels
90 days have borne fruit, but the fact remains is that this organization's failure to listen, plan, train and deliver "because they are the pho




in a ticket, they need to dispatch the correct technician the first time to resolve the issue. A lot of times, Centrex techs are being dispatch




g. Extend ownership of tactical operations to embrace strategy. Example: If incorrect site contacts are often encountered for proactive

had into the state did not provide anticipated benefits. Recent changes and focus has me believing we are climbing out of the cellar but co




endors should happen at all levels for almost all projects. Touch points should not happen as the last step after the solution has been desi
deliver "because they are the phone company, this is what they do" has resulted in a nightmare for both the employees going to ATT, ATT




, Centrex techs are being dispatched to handle PBX issues.This causes more downtime for the customer and it demonstrates a level of inc




e often encountered for proactive incidents, take ownership to propose a process to fix rather than shift the burden to GTA.

re climbing out of the cellar but concern is sustainablility.




p after the solution has been designed. - Communicate major change updates like project manager assignment strategy changes to acco
h the employees going to ATT, ATT existing employees trying to support this contract and most importantly, the end users/customers.




 and it demonstrates a level of incompetency within our organization. 3.The Service Desk needs to be more knowledgeable with process




 the burden to GTA.




signment strategy changes to account managers, service delivery consultants, and agency leads when it happens (or even before). Many
ntly, the end users/customers.




more knowledgeable with processes. Members of the Service Desk should not refer customers back to the SDC's to assist with cabling, no




 happens (or even before). Many of the customers are finding out this type information after their project manager was changed in the m
the SDC's to assist with cabling, no dial tone type issues. The




ect manager was changed in the middle of a project.

								
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