it satisfaction scorecard -...

Successful IT ModelInfo-Tech has identified the following core services. Understanding and balancing the importance and satisfaction of the

following core services is important to meeting the needs of the business.

IT Satisfaction Scorecard

PREPARED FOR State Of Alabama

This report was prepared by Info-Tech Research Group for State Of Alabama on 2018-02-20.

Data is comprised of 92 responses, including responses by: Kathleen Baxter, Peggy Benson, Joseph Borg, Jane Burdeshaw, Lisa Castaldo, Jackie Graham, Phil Holmes, Lisa Jones, Ron Jones, Cassie Jones, Michael Jones,Steven Lafreniere, Katherine Lynn, Steve Marshall, Nancy Pack, Scott Pilgreen, Dana Raybon, Lynn Beshear, Nancy Buckner, Greg Canfield, Todd Cotton, Jefferson Dunn, Dr. Scott Harris, Jim Ridling, Jeana Ross, Lee Sentell, Effie Brown, ScottCrews, Willie Fields, John Gallacher, Valisha Kirkland, Stacey Little, Tiffany Loveless, Dom Martel, Joshua Morasco and 57 more

123 respondents did not complete the survey, including: Jimmy Baker, Jon Barganier, Tom Albritton, Pat Anderson, William Ashmore, Young Boozer, Vaughn Bray, Chip Carden, Twinkle Cavanaugh, Roy Clem, Eddie Cook, CharlesDelamar, Angelo Della Manna, Cynthia Dillard, John Eagerton, Rebecca Goodson, Johnathan Hall, Matt Hart, Albert Head, Karen Hester, Nettie Horner, Chris Isaacson, William Johnson, Alva Lambert, Othni Lathram, Genell Lee, Lance LeFleur,James Lyons, Barry Matson, Bob McKee, Cindy McKim, John McMillan, John Merrill, Larry Morgan, Neal Morrison and 88 more

Completion Rate

43%

Satisfaction

This Year Last Year

64% --

Value

This Year Last Year

59% --

Detractors (scored 1-6)

Neutral (scored 7)

Supporters (scored 8-10)

IT Support Breakdown = Supporters - Detractors

Net IT Support Score: SatisfactionIT SupportBreakdown

-15%

Net IT Support Score: ValueIT SupportBreakdown

-39%

IT Support BreakdownThe IT Support Breakdown charts are indicators of the percent of stakeholders that fall into three important categories. Promotersare loyal enthusiast of IT. Neutral stakeholders are satisfied but unenthusiastic about IT. Detractors are unhappy stakeholders whocan damage your reputation.

IT Relationship SatisfactionRelationships are a key driver in stakeholder management. It is important that the business feels IT understands their needs and isgetting enough communication.

Relationship Satisfaction Last Year

NeedsSatisfaction with IT's understanding of your needs. 62% --

ExecutionSatisfaction with the way IT executes your requests and meets your needs. 62% --

CommunicationSatisfaction with IT communication. 60% --

Overall MetricsOverall Satisfaction and Value are keyindicators of the overall impression ofthe IT department. These metrics letthe IT leader determine at a glance ifthey are meeting the needs of thebusiness.

Business Satisfaction and Importance for Core ServicesThe core services of IT are important when determining what IT should focus on. The most important services with the lowestsatisfaction offer the largest area of improvement for IT to drive business value.

Core Service SatisfactionImportance

RankingLast Year

IT Work OrdersSmall requests and bug fixes 71% 5th --

Technology Tools/ApplicationsProductivity tools, providing the right application functionality & tools 71% 7th --

Business Solutions: Disaster Recovery/BackupsProviding quality backup and recovery solutions 70% 4th --

IT PoliciesPolicy design and enforcement around security, governance, etc. 69% 8th --

Service DeskSupporting end user issues & problems 68% 3rd --

Business Solutions: Custom App Development/WebAppsCapable development skills and knowledge

68% 10th --

CybersecurityPolicies, security skills, knowledge, and expertise 65% 2nd --

IT ProjectsLarge statewide initiatives 64% 11th --

Voice CommunicationPhone support, VOIP 64% 6th --

InfrastructureReliable network & email communication 63% 1st --

IT Innovation LeadershipProviding opportunities for innovation and innovation leadership to improve statebusiness

62% 9th --

Requirements GatheringGathering requirements and managing stakeholders 61% 12th --

IT Satisfaction ScorecardState Of

AlabamaTotal Survey Responses: 92

2

PublicAccountancy

Board

100%

Office ofIndigent

Defense S...

90%

Home BuildersLicensure

Board

80%

Personnel

80%

OccupationalTherapy Board

20%

Credit UnionAdministration

10%

State Docks

10%

Conservation &NaturalResou...

10%

Capacity Metrics

Overall Capacity Constraint by DepartmentDifferent departments have different demands from IT and often tend to be constrained by IT from meeting their goals.

Showing 8 of 80 departments

Capacity NeedsTo what extent is your group constrained and prevented from reaching your strategic goals by IT capacity?

Overall Dependency"To what extent does your ability to deliver results depend on effective IT services?"

Overall Shadow IT"To what extent do you look externally and purchase IT services & applications without corporate IT involvement, due

to a lack of internal IT capacity?"

Real EstateCommission

10%Alabama

SupercomputerAuthority

20%Law

EnforcementAgency

30%Insurance

Department

30%Choctawhatchee,Pea and Yell...

100%

ArchitectRegistration

Board

100%

ManufacturedHousing

Commission

100%

Governor'sCouncil onPhysic...

100%

IT Projects Capacity SatisfactionSatisfaction with the ability to get IT capacity to complete IT Projects

Capacity Satisfaction Last Year IT Support Breakdown: Satisfaction Support Score

63% -- -31%

Ability to Deliver Effective IT ProjectsSatisfaction with completed IT IT Projects ability to meet your business needs

Value Satisfaction Last Year IT Support Breakdown: Value Support Score

64% -- -32%

IT Projects Capacity Satisfaction By DepartmentProject capacity satisfaction indicates if departments are provided enough capacity to complete significant IT projects to meet

strategic goals. Below are the most and least satisfied departments in regards to project capacity.

Showing 8 of 80 departments (22 departments answered N/A)

Finance - RiskManagement

10%Department of

Education

10%Home Builders

LicensureBoard

10%Real Estate

Commission

30%Historic

Commission

100%

ManufacturedHousing

Commission

100%

Governor'sCouncil onPhysic...

100%

Engineers &Land Surveyors

B...

100%

IT Work Orders Capacity SatisfactionSatisfaction with the ability to get IT capacity to complete IT Work Orders

Capacity Satisfaction Last Year IT Support Breakdown: Satisfaction Support Score

70% -- +9%

Ability to Deliver Effective IT Work OrdersSatisfaction with completed IT IT Work Orders ability to meet your business needs

Value Satisfaction Last Year IT Support Breakdown: Value Support Score

72% -- +21%

IT Work Orders Capacity Satisfaction By DepartmentBelow are the most satisfied and least satisfied departments in regards to the capacity they receive from IT to complete small

customizations, bug fixes, and feature requests.

Showing 8 of 80 departments (5 departments answered N/A)

IT Capacity ScorecardState Of


3

-18%

-9%

-3%

6%

7%

12%

19%

21%

22%

26%

28%

35%

Service Gap ScoreThe chart below shows a comparison of satisfaction vs. Importance for all core services. Redbars with a negative score indicate an underserved core service. Green bars with a positivescore highlight core services that are potentially over-provisioned.

Service Gap Score

Infrastructure

Cybersecurity

Service Desk

Voice Communication

Business Solutions: DisasterRecovery/Backups

IT Work Orders

IT Innovation Leadership

IT Policies

Technology Tools/Applications

IT Projects

Business Solutions: CustomApp Development/Web Apps

Requirements Gathering

Score: Satisfaction - Importance

Importance Variation Core Service Satisfaction Variation

Infrastructure

Cybersecurity

Service Desk

Voice Communication

Business Solutions: DisasterRecovery/Backups

IT Work Orders

IT Innovation Leadership

IT Policies

Technology Tools/Applications

IT Projects

Business Solutions: CustomApp Development/Web Apps

Requirements Gathering

3 63%

4 65%

5 68%

6 64%

5 70%

6 71%

8 62%

7 69%

7 71%

8 64%

8 68%

10 61%

Importance Variation by Core ToolFocusing on core services have a high degree ofconsensus around a high importance score willhave a broad impact across the organization.

Satisfaction Variation by Core ToolOutlying satisfaction scores can artificially inflateor defalte the average satisfaction score. Whenthis occurs, take a closer look at specificdepartments that are pulling the score down toisolate the pain point.

Core Service OverviewState Of


4

IT Projects

Capacity Satisfaction Compared to Org. Last Year

N/A -- --Value Satisfaction Compared to Org. Last Year

N/A -- --

IT Work Orders


100% 30% --

Value Satisfaction Compared to Org. Last Year

100% 28% --

IT Capacity and Value

IT Relationship SatisfactionRelationship Satisfaction Compared to Org. Last Year

NeedsSatisfaction with IT understand your department's needs 70% 8% --

ExecutionSatisfaction with the way IT executes your requests and meets yourneeds

90% 28% --

CommunicationSatisfaction with IT communication 60% 0% --

Overall MetricsOverall Satisfaction and Value are keyindicators of the overall impression ofthe IT department. These metrics let theIT leader determine at a glance if theyare meeting the needs of the business.

Satisfaction

DepartmentSatisfaction

Compared toOrganization

100% 36%

Value

DepartmentValue


80% 21%

Dependency Capacity Need Shadow IT

Capacity Metrics Department Organization


Core Service SatisfactionCompared

to Org.Importance

RankingLast Year

IT Work OrdersSmall requests and bug fixes 100% 29% 5th --

Voice CommunicationPhone support, VOIP 100% 36% 7th --

Service DeskSupporting end user issues & problems 90% 22% 1st --

InfrastructureReliable network & email communication 90% 27% 6th --

Technology Tools/ApplicationsProductivity tools, providing the right application functionality &tools

90% 19% 2nd --

Business Solutions: Custom App Development/Web AppsCapable development skills and knowledge

60% 8% 8th --

Business Solutions: Disaster Recovery/BackupsProviding quality backup and recovery solutions 60% 10% 12th --

IT PoliciesPolicy design and enforcement around security, governance, etc. 50% 19% 9th --

CybersecurityPolicies, security skills, knowledge, and expertise 50% 15% 4th --

IT Innovation LeadershipProviding opportunities for innovation and innovation leadership toimprove state business

40% 22% 3rd --

Requirements GatheringGathering requirements and managing stakeholders 40% 21% 10th --

IT ProjectsLarge statewide initiatives N/A 0% 11th --

Alabama Board for Registered Interior DesignersPriorities for IT

State Of

Alabama

Section Responses: 1

Total Survey Responses: 92

5

Feedback Provided By: Bryant Williams - Agency Head/IT Director

OVERALL SATISFACTION

Dept. Satisfaction: 100% Dept. Value: 80%

"What is your top suggestion for how OIT can change or improve to better meet your needs?"

No additional information given.

REQUIREMENTS GATHERING

Department Satisfaction: 40% Department Rank: 10th

"What is the greatest area of improvement within requirements gathering to better support your agency?"


TECHNOLOGY TOOLS/APPLICATIONS

Department Satisfaction: 90% Department Rank: 2nd

"What is the biggest opportunity for OIT to better meet your needs through business applications or office

productivity tools? (Is there a gap in application coverage or a business process or an app that isn’t effectively

meeting your needs?) "


CYBERSECURITY


"What does IT need to know about the greatest opportunity to improve cybersecurity?"


BUSINESS SOLUTIONS: DISASTER RECOVERY/BACKUPS, BUSINESS SOLUTIONS:CUSTOM APP DEVELOPMENT/WEB APPS

Department Satisfaction: 60% Department Rank: --

"What is your top suggestion for how OIT could better meet your business needs? "


IT INNOVATION LEADERSHIP

Department Satisfaction: 40% Department Rank: 3rd

"What is your best idea for how technology can be utilized to innovate, transform and optimize performance? "

Bryant Williams - Looking around the internet, it appears the State of Alabama's innovation and creativity is a bit lacking.However, technically, it's superb.

Alabama Board for Registered Interior DesignersFeedback

State Of


6

IT Projects


60% 3% --


N/A -- --

IT Work Orders


100% 30% --


100% 28% --





100% 38% --



Satisfaction



100% 36%

Value

DepartmentValue


100% 41%





to Org.Importance

RankingLast Year

IT Work OrdersSmall requests and bug fixes 100% 29% 2nd --


Voice CommunicationPhone support, VOIP 100% 36% 3rd --


100% 32% 10th --



100% 29% 7th --



IT ProjectsLarge statewide initiatives 60% 4% 11th --


60% 2% 12th --


CybersecurityPolicies, security skills, knowledge, and expertise N/A 0% 6th --

Alabama Tax Tribunal Priorities for ITState Of

Alabama



7

Feedback Provided By: Dana Raybon - Agency Head




Dana Raybon - No suggestions.











CYBERSECURITY

Department Satisfaction: N/A Department Rank: 6th











Alabama Tax Tribunal FeedbackState Of


8

IT Projects


100% 37% --


100% 36% --

IT Work Orders


100% 30% --


100% 28% --





100% 38% --



Satisfaction



100% 36%

Value

DepartmentValue


100% 41%





to Org.Importance

RankingLast Year


Service DeskSupporting end user issues & problems 100% 32% 4th --



100% 32% 1st --




80% 9% 12th --


InfrastructureReliable network & email communication 60% 3% 3rd --


60% 2% 10th --



Architect Registration Board Priorities for ITState Of

Alabama



9

Feedback Provided By: Elizabeth Bern - IT Director




Elizabeth Bern - The people that assist our agency, Adam Nichols, formerly Chris Noftz and now Paul Budge and ChuckJordan do a fantastic job! We truly appreciate their hard work. We depend on technology to operate and help protect the public.Faster internet and better phones would greatly help our operation. We know that the phones are coming.










Elizabeth Bern - Outlook doesn't work at time and has to open in safe mode.

CYBERSECURITY












Architect Registration Board FeedbackState Of


10

IT Projects


100% 37% --


100% 36% --

IT Work Orders


100% 30% --


100% 28% --





100% 38% --



Satisfaction



100% 36%

Value

DepartmentValue


90% 31%





to Org.Importance

RankingLast Year





InfrastructureReliable network & email communication 100% 37% 1st --


100% 38% 9th --

Voice CommunicationPhone support, VOIP 100% 36% 2nd --


100% 32% 7th --

Business Solutions: Disaster Recovery/BackupsProviding quality backup and recovery solutions 100% 30% 3rd --




90% 19% 4th --

Choctawhatchee, Pea and Yellow Rivers WatershedManagement Authority Priorities for IT

State Of

Alabama



11

Feedback Provided By: Barbara Gibson - Agency Head/IT Director




Barbara Gibson - no change




Barbara Gibson - n/a







CYBERSECURITY












Choctawhatchee, Pea and Yellow Rivers WatershedManagement Authority Feedback

State Of


12

IT Projects


100% 37% --


100% 36% --

IT Work Orders


100% 30% --


100% 28% --





100% 38% --



Satisfaction



100% 36%

Value

DepartmentValue


100% 41%





to Org.Importance

RankingLast Year


Service DeskSupporting end user issues & problems 100% 32% 3rd --




100% 32% 4th --

Business Solutions: Disaster Recovery/BackupsProviding quality backup and recovery solutions 100% 30% 2nd --


100% 29% 8th --


60% 2% 9th --



Voice CommunicationPhone support, VOIP N/A 0% 5th --


Manufactured Housing Commission Priorities for ITState Of

Alabama



13

IT Projects


90% 27% --


100% 36% --

IT Work Orders



N/A -- --





100% 38% --



Satisfaction



100% 36%

Value

DepartmentValue


80% 21%





to Org.Importance

RankingLast Year


CybersecurityPolicies, security skills, knowledge, and expertise 100% 35% 3rd --


100% 29% 6th --


Service DeskSupporting end user issues & problems 90% 22% 2nd --



IT Work OrdersSmall requests and bug fixes N/A 0% 10th --


N/A 0% 9th --


N/A 0% 8th --

Business Solutions: Disaster Recovery/BackupsProviding quality backup and recovery solutions N/A 0% 11th --

Requirements GatheringGathering requirements and managing stakeholders N/A 0% 12th --

Public Defender's Office Priorities for ITState Of

Alabama



14

IT Projects



100% 36% --

IT Work Orders


100% 30% --


100% 28% --





100% 38% --



Satisfaction



100% 36%

Value

DepartmentValue


100% 41%





to Org.Importance

RankingLast Year







90% 28% 9th --



90% 19% 5th --




60% 8% 12th --


Serve Alabama Priorities for ITState Of

Alabama



15

Feedback Provided By: Lisa Castaldo - Agency Head














Lisa Castaldo - recent upgrades have significantly improved performance

CYBERSECURITY












Serve Alabama FeedbackState Of


16

IT Projects



N/A -- --

IT Work Orders


100% 30% --


80% 8% --





70% 8% --



Satisfaction



100% 36%

Value

DepartmentValue


70% 11%





to Org.Importance

RankingLast Year




90% 19% 12th --



80% 18% 7th --

Business Solutions: Disaster Recovery/BackupsProviding quality backup and recovery solutions 80% 10% 1st --

CybersecurityPolicies, security skills, knowledge, and expertise 80% 15% 2nd --





N/A 0% 11th --


State Auditor's Office Priorities for ITState Of

Alabama



17

IT Projects



N/A -- --

IT Work Orders



N/A -- --





60% 2% --



Satisfaction



100% 36%

Value

DepartmentValue


60% 1%





to Org.Importance

RankingLast Year

IT PoliciesPolicy design and enforcement around security, governance, etc. 100% 31% 1st --


100% 38% 3rd --



Service DeskSupporting end user issues & problems N/A 0% 10th --


InfrastructureReliable network & email communication N/A 0% 4th --



N/A 0% 9th --



N/A 0% 6th --


State Docks Priorities for ITState Of

Alabama



18

Feedback Provided By: Linda Paaymans - IT Director




Linda Paaymans - None. Our agency does not utilize OIT for IT services.










Linda Paaymans - Our agency does not utilize OIT for IT services.

CYBERSECURITY





Department Satisfaction: N/A Department Rank: --


Linda Paaymans - Our agency does not utilize OIT for IT services.





State Docks FeedbackState Of


19

IT Projects


70% 7% --


70% 6% --

IT Work Orders


90% 20% --


90% 18% --





80% 18% --



Satisfaction



90% 26%

Value

DepartmentValue


90% 31%





to Org.Importance

RankingLast Year

IT Work OrdersSmall requests and bug fixes 90% 19% 1st --







90% 19% 9th --





60% 2% 3rd --


60% 8% 10th --

Children's Trust Fund Priorities for ITState Of

Alabama



20

Feedback Provided By: Sallye Longshore - IT Director




Sallye Longshore - Continue regular communication




Sallye Longshore - Web support






Sallye Longshore - Speed of internet

CYBERSECURITY







Sallye Longshore - Better web support





Children's Trust Fund FeedbackState Of


21

IT Projects


100% 37% --


100% 36% --

IT Work Orders


100% 30% --


100% 28% --





90% 28% --



Satisfaction



90% 26%

Value

DepartmentValue


100% 41%





to Org.Importance

RankingLast Year





InfrastructureReliable network & email communication 100% 37% 2nd --


100% 38% 8th --





90% 19% 1st --


N/A 0% 7th --


Governor's Council on Physical Fitness Priorities for ITState Of

Alabama



22

Feedback Provided By: Phil Holmes - Agency Head




Phil Holmes - we have been very satisfied with our support , especially recently when we moved our agency from Montgomeryto Bham.




Phil Holmes - n/a


Department Satisfaction: 90% Department Rank: 1st




Phil Holmes - we are still a manual agency so we had some difficulty with our vpn/firewall setup for STARRS. but we eventuallygot this worked out

CYBERSECURITY



Phil Holmes - we need to do a better job from our agency about learning more about how we need to safeguard against cyberthreats on our end




Phil Holmes - n/a




Phil Holmes - we are trying to do more with technology and social media, online registrations, etc. to move the agency forwardin working with our state schools for physical fitness assessments, senior Olympics online registrations and messaging toincrease participation, this has not been done in the past with this agency.

Governor's Council on Physical Fitness FeedbackState Of


23

IT Projects


80% 17% --


80% 16% --

IT Work Orders


90% 20% --


80% 8% --





80% 18% --



Satisfaction



90% 26%

Value

DepartmentValue


30% 29%





to Org.Importance

RankingLast Year








80% 18% 9th --


80% 12% 1st --




80% 9% 4th --


Psychology Board Priorities for ITState Of

Alabama



24

IT Projects


70% 7% --


70% 6% --

IT Work Orders


80% 10% --


80% 8% --





60% 2% --



Satisfaction



85% 21%

Value

DepartmentValue


80% 21%





to Org.Importance

RankingLast Year



90% 19% 6th --







70% 8% 3rd --


70% 2% 1st --




Nursing Board Priorities for ITState Of

Alabama



25

Feedback Provided By: Peggy Benson - Agency Head




Peggy Benson - Consistency in communication and resource knowledge transfer where applicable to our organization




Peggy Benson - Currently in assessment engagement







CYBERSECURITY



Peggy Benson - Limited exposure at present Need additional insight




Peggy Benson - Currently being assesed




Peggy Benson - Currently engaging with team- in discovery phase

Nursing Board FeedbackState Of


26

IT Projects


70% 7% --


70% 6% --

IT Work Orders


70% 0% --Value Satisfaction Compared to Org. Last Year

70% 2% --





80% 18% --



Satisfaction



80% 16%

Value

DepartmentValue


80% 21%





to Org.Importance

RankingLast Year





90% 19% 6th --




80% 18% 7th --





N/A 0% 11th --


ADECA - Economic and Community Affairs Priorities forIT

State Of

Alabama



27

Feedback Provided By: Scott Randolph - IT Director




Scott Randolph - Provide better and more frequent updates to requests placed thru the help desk. Frequently we do not receiveadequate information when a work order will be performed, when a work order is completed, what work was completed. Thecurrent system does not provide notification, and frequently neither the user knows when the work will be performed, agencyIT does not know to verify the changes were completed because they do not get notification back. This has left users believingtheir requests have been ignored and causes friction between the agency IT staff and the users.




Scott Randolph - For our agency, this would only extend to requirements gathering in relation to OIT managed initiatives. Thishas appeared to be adequate and efficient.






Scott Randolph - Network latency is improved but continues to hamper the usefulness of many business solutions.

CYBERSECURITY







Scott Randolph - Not applicable to our agency.




Scott Randolph - I feel that OIT has led the way on numerous technology deployments over the past few years including thedeployment of cloud based services from Microsoft and VoIP services is in the works. My complaint though is that while suchdeployments seem well planned and executed, the deployment of them is painfully slow. Agencies are needing newtechnologies far before OIT provides them but frequently are not allowed to go outside to procure or do without because theywant to not run the risk of being out of compatibility with what ever OIT eventually deploys. Therefore, quicker decision making,better dissemination of those decisions, and faster deployment is needed to better meet agency needs.

ADECA - Economic and Community Affairs FeedbackState Of


28

IT Projects



N/A -- --

IT Work Orders



80% 8% --





80% 18% --



Satisfaction



80% 16%

Value

DepartmentValue


80% 21%





to Org.Importance

RankingLast Year






90% 19% 6th --



80% 12% 5th --




30% 32% 10th --



Agriculture - Farmers Market Authority Priorities for ITState Of

Alabama



29

Feedback Provided By: Lane Segrest - IT Director








Lane Segrest - There is zero OIT gathering of our requirements.







CYBERSECURITY











Lane Segrest - We never hear from OIT. Decisions impacting all agencies appear to be made in a vacuum, or very little crossagency involvement (at least from my perspective).

Agriculture - Farmers Market Authority FeedbackState Of


30

IT Projects



N/A -- --

IT Work Orders


60% 10% --


60% 12% --





70% 8% --



Satisfaction



80% 16%

Value

DepartmentValue


60% 1%





to Org.Importance

RankingLast Year


90% 19% 7th --









N/A 0% 8th --


N/A 0% 6th --



Assisted Living Administrators Board Priorities for ITState Of

Alabama



31

IT Projects


70% 7% --


60% 4% --

IT Work Orders


80% 10% --


80% 8% --





70% 8% --



Satisfaction



80% 16%

Value

DepartmentValue


70% 11%





to Org.Importance

RankingLast Year



90% 19% 1st --






80% 12% 7th --





60% 2% 11th --


Chiropractic Examiners Board Priorities for ITState Of

Alabama



32

IT Projects


60% 3% --


60% 4% --

IT Work Orders



70% 2% --





70% 8% --



Satisfaction



80% 16%

Value

DepartmentValue


70% 11%





to Org.Importance

RankingLast Year









60% 8% 9th --


60% 11% 4th --




40% 22% 5th --

Department of Finance Priorities for ITState Of

Alabama



33

IT Projects



N/A -- --

IT Work Orders


90% 20% --


90% 18% --





80% 18% --



Satisfaction



80% 16%

Value

DepartmentValue


60% 1%





to Org.Importance

RankingLast Year








80% 18% 10th --


80% 9% 12th --



70% 2% 11th --


Requirements GatheringGathering requirements and managing stakeholders N/A 0% 3rd --

Finance Priorities for ITState Of

Alabama



34

Feedback Provided By: Valisha Kirkland - IT Director




Valisha Kirkland - Less network and firewall updates that occur during business hours - 7am-5pm. A better process forverifying that changes which occur during the day or night are not impacting LDAP and other features that are key to primaryapplications such as eMAP, eSTART and STAARS. There could be simple tests in place to test logins after network and firewallupdates are completed. Everyone has access to eMAP so it could be used as a test application. This could also be done forFTP processes and remote server connections. There could also be steps put into place to test major connections to largeagencies that are dependent on the connections to OIT for other services (Agencies such as AOC, PNP, ALDOT). During majorfirewall upgrades they have lost connectivity which causes those agencies issues.


Department Satisfaction: N/A Department Rank: 3rd









CYBERSECURITY












Finance FeedbackState Of


35

IT Projects


60% 3% --


60% 4% --

IT Work Orders


100% 30% --


100% 28% --





80% 18% --



Satisfaction



80% 16%

Value

DepartmentValue


90% 31%





to Org.Importance

RankingLast Year




100% 32% 12th --


CybersecurityPolicies, security skills, knowledge, and expertise 100% 35% 1st --


100% 29% 8th --





60% 2% 7th --



Finance - Office of Indigent Defense Priorities for ITState Of

Alabama



36

IT Projects



N/A -- --

IT Work Orders


80% 10% --


80% 8% --





70% 8% --



Satisfaction



80% 16%

Value

DepartmentValue


60% 1%





to Org.Importance

RankingLast Year




90% 19% 7th --


IT Work OrdersSmall requests and bug fixes 80% 9% 3rd --



80% 18% 10th --





N/A 0% 11th --


General Contractors Licensing Board Priorities for ITState Of

Alabama



37

IT Projects


70% 7% --


70% 6% --

IT Work Orders


100% 30% --


100% 28% --





70% 8% --



Satisfaction



80% 16%

Value

DepartmentValue


60% 1%





to Org.Importance

RankingLast Year





90% 28% 11th --






80% 9% 7th --




60% 8% 4th --

Historic Commission Priorities for ITState Of

Alabama



38

Feedback Provided By: Lisa Jones - Agency Head




Lisa Jones - I think that it would work better for this agency if OIT spoke with one voice. We have had the issue of receivingseveral different answers to the same question. I do not have an IT staff member and I really need someone to take seriouslyour needs and come with a viable solution and not have to get different responses which many times leave us more confusedthan when we started.











CYBERSECURITY












Historic Commission FeedbackState Of


39

IT Projects


80% 17% --


80% 16% --

IT Work Orders


80% 10% --


80% 8% --





80% 18% --



Satisfaction



80% 16%

Value

DepartmentValue


60% 1%





to Org.Importance

RankingLast Year







80% 18% 10th --



80% 12% 12th --




80% 9% 9th --


Judicial Inquiry Commission Priorities for ITState Of

Alabama



40

IT Projects


90% 27% --


90% 26% --

IT Work Orders


90% 20% --


90% 18% --





70% 8% --



Satisfaction



80% 16%

Value

DepartmentValue


80% 21%





to Org.Importance

RankingLast Year




90% 22% 4th --




80% 9% 11th --






50% 12% 9th --


Nursing Home Administrators Examiners BoardPriorities for IT

State Of

Alabama



41

IT Projects


60% 3% --


60% 4% --

IT Work Orders


60% 10% --


60% 12% --





60% 2% --



Satisfaction



80% 16%

Value

DepartmentValue


80% 21%





to Org.Importance

RankingLast Year



Voice CommunicationPhone support, VOIP 100% 36% 1st --


90% 22% 5th --




80% 9% 9th --






N/A 0% 8th --

Occupational Therapy Board Priorities for ITState Of

Alabama



42

IT Projects


60% 3% --


80% 16% --

IT Work Orders



70% 2% --





60% 2% --



Satisfaction



80% 16%

Value

DepartmentValue


70% 11%





to Org.Importance

RankingLast Year


90% 22% 3rd --










60% 11% 4th --



50% 12% 9th --

Office of Indigent Defense Services Priorities for ITState Of

Alabama



43

Feedback Provided By: Ellen Eggers - IT Director














Ellen Eggers - Outlook isn't reliable; Office 360 isn't reliable. Excel spreadsheets and Word documents freeze up while trying towork on them.

CYBERSECURITY












Office of Indigent Defense Services FeedbackState Of


44

IT Projects


80% 17% --


100% 36% --

IT Work Orders


40% 30% --


100% 28% --





70% 8% --



Satisfaction



80% 16%

Value

DepartmentValue


40% 19%





to Org.Importance

RankingLast Year





100% 32% 10th --




90% 19% 6th --






70% 8% 8th --

Public Accountancy Board Priorities for ITState Of

Alabama



45

Feedback Provided By: Boyd Busby - Agency Head/IT Director




Boyd Busby - The above replies need to be received with the following comments - I would give the Access group a 10 in all ofthe survey questions. I worked in private industry for 17 years and they are as good if not better than most of the veryexpensive consultant companies I have worked with. The issues we have faced are 1) getting our OneDrive sharing systemcompletely working. We have been trying to have this fully implemented for 2 years and OIT has been unsuccessful. 2) the costfor managed services is very, very high. In my latest comparison, needing to add 1.5T of space managed on an OIT server, thecost was 1,650% above market rates. I have emailed a technician twice this week and have not received a response and time isof the essence in an ongoing project that I am currently managing. If OIT would price their services at market and not at a costrecovery rate, the customers would be grateful and not complain that the costs are too high from a sole source provider and asource that we must use by statute mandate.










Boyd Busby - Our big issue with tools is the fact that we cannot get OneDrive completely functioning.

CYBERSECURITY











Boyd Busby - I was initially excited about being able to implement OneDrive as I used in my prior job outside of the State, butthis project has been ongoing for two years with no resolution in site.

Public Accountancy Board FeedbackState Of


46

IT Projects


80% 17% --


70% 6% --

IT Work Orders



90% 18% --





80% 18% --



Satisfaction



80% 16%

Value

DepartmentValue


70% 11%





to Org.Importance

RankingLast Year


90% 28% 6th --








80% 9% 9th --





60% 8% 7th --

Senior Services Priorities for ITState Of

Alabama



47

IT Projects


80% 17% --


70% 6% --

IT Work Orders


80% 10% --


80% 8% --





60% 2% --



Satisfaction



70% 6%

Value

DepartmentValue


60% 1%





to Org.Importance

RankingLast Year








50% 12% 6th --


50% 18% 10th --


50% 21% 7th --




Banking Department Priorities for ITState Of

Alabama



48

Feedback Provided By: Penny Richardson - IT Director




Penny Richardson - OIT can build trust by continued transparent and intentional communications regarding the status ofongoing projects. Historically ISD was not viewed by agencies as a value added partner. Rather, they were viewed as "the Borg"and agencies felt that ISD lacked an ability to follow through on a given direction. The current OIT is striving to improvecommunications and is transparent and intentional in communicating your goals and initiatives. That transparency is the firststep in building trust so that agencies are comfortable with OIT's motives. The next step is continued transparent andintentional communication on where you are in your initiatives so that agencies begin to trust in your ability to accomplish yourstated goals.




Penny Richardson - The Agency Advocate program has significantly improved OIT's ability to gather agency requirements. Thefact remains that both SBD IT and OIT are understaffed. In addition, OIT is still a new agency and is still sorting out variousroles and responsibilities. As a result, both OIT and SBD IT are fairly overwhelmed with existing/ongoing projects and thereforelack resources to effectively consider requirements for new projects.






Penny Richardson - Network layer firewalls between agencies is a high priority. Transparency into network layer securitycontrols and audits is a desired functionality. While we view Office 365 and the related services as having great potential forour agency, we need SBD IT to have greater visibility and ability to manage and control the security aspects of how end usersutilize these resources and what resources are offered to what users.

CYBERSECURITY



Penny Richardson - In addition to firewalls between the agencies, I would like to see a mentoring type program whereengineers in OIT's CISO office work one-on-one with agency IT Security administrators. This mentoring program would allowfor increased training and equipping of security personnel within the agencies and result in an increased security posture atboth the agency and overall state levels. Reinstating the Security User group would also allow for additional mentoring/training.




Penny Richardson - From the DR perspective, we are looking forward to the time when OIT is ready to offer DR data centerhosting for our Nutanix appliance. Regarding website solutions, we expect to begin a website development initiative with OIT inthe near future. We expect the new website to be hosted within the SBD Nutanix environment, but we will need to partner withOIT web developers to build out our new external website.




Penny Richardson - This question is rather difficult to answer. From my perspective, the Office 365 project was probably themost innovate effort so far. However, the effectiveness of the project has been limited by a lack of agency knowledge andcontrol over how the services have been implemented.

Banking Department FeedbackState Of


49

IT Projects


70% 7% --


70% 6% --

IT Work Orders


75% 5% --


75% 3% --





65% 3% --



Satisfaction



70% 6%

Value

DepartmentValue


65% 6%





to Org.Importance

RankingLast Year





80% 9% 8th --




75% 13% 2nd --






N/A 0% 11th --

Corrections Priorities for ITState Of

Alabama



50

IT Projects


40% 23% --


40% 24% --

IT Work Orders



70% 2% --





70% 8% --



Satisfaction



70% 6%

Value

DepartmentValue


70% 11%





to Org.Importance

RankingLast Year








60% 11% 9th --


Requirements GatheringGathering requirements and managing stakeholders 50% 11% 1st --



N/A 0% 10th --


N/A 0% 12th --

Credit Union Administration Priorities for ITState Of

Alabama



51

Feedback Provided By: Sarah Moore - IT Director




Sarah Moore - ACUA is a small agency without an IT staff. We are served fully by OIT. From time to time when patches arepushed out, we were expected to install the patches. I believed these were done by OIT. I believe that we need a serviceagreement that spells out specific services and expectations of users and OIT to prevent confusion in the future. Weappreciate the service we receive from OIT.




Sarah Moore - We have had service techs that came to our agency and asked to speak to our IT manager. We do not have anIT manager. OIT provides all IT support for this agency. Service techs need to understand the environment before coming onsite.







CYBERSECURITY












Credit Union Administration FeedbackState Of


52

IT Projects


75% 12% --


75% 11% --

IT Work Orders



75% 3% --





75% 13% --



Satisfaction



70% 6%

Value

DepartmentValue


65% 6%





to Org.Importance

RankingLast Year





80% 9% 9th --




75% 7% 3rd --




70% 8% 8th --



Crime Victims Compensation Commission Priorities forIT

State Of

Alabama



53

IT Projects


70% 7% --


70% 6% --

IT Work Orders


85% 15% --


80% 8% --





70% 8% --



Satisfaction



70% 6%

Value

DepartmentValue


65% 6%





to Org.Importance

RankingLast Year







80% 12% 8th --



80% 9% 10th --



70% 8% 8th --



Department of Commerce Priorities for ITState Of

Alabama



54

Feedback Provided By: Greg Canfield - Agency Head , Wayne Nickols - IT Director




Greg Canfield - I have observed great improvement in the level of service being provided by OIT. I would only suggest stayingon this path and making OIT services as competitively priced as possible.

Wayne Nickols - Ask before deciding to make changes




Wayne Nickols - Currently our agency uses private companies for most web support and data systems purchased formprivate companies versus State developed software.






Wayne Nickols - With the recent changes it is to soon to make a judgement.

CYBERSECURITY



Wayne Nickols - It appears much of our security depends on contracts is the State unable to provide security.









Department of Commerce FeedbackState Of


55

IT Projects


70% 7% --


75% 11% --

IT Work Orders



75% 3% --





75% 13% --



Satisfaction



70% 6%

Value

DepartmentValue


70% 11%





to Org.Importance

RankingLast Year



90% 22% 10th --


80% 18% 10th --







70% 1% 3rd --




Department of Insurance Priorities for ITState Of

Alabama



56

IT Projects


60% 3% --


70% 6% --

IT Work Orders


80% 10% --


80% 8% --





70% 8% --



Satisfaction



70% 6%

Value

DepartmentValue


70% 11%





to Org.Importance

RankingLast Year




80% 9% 9th --





70% 2% 11th --





60% 2% 8th --


Department of Revenue Priorities for ITState Of

Alabama



57

Feedback Provided By: Debbie Hornsby - IT Director




Debbie Hornsby - With the limited staffing and funding available to OIT concentrating those resources on the most basic, coreIT services would probably be of benefit. Over expansion into too many services where the level of expertise and time availableto devote to these offerings is too limited does not truly provide value and erodes OIT's level of service of the basic, coreservices.











CYBERSECURITY












Department of Revenue FeedbackState Of


58

IT Projects


80% 17% --


80% 16% --

IT Work Orders


100% 30% --


90% 18% --





60% 2% --



Satisfaction



70% 6%

Value

DepartmentValue


70% 11%





to Org.Importance

RankingLast Year






90% 22% 8th --


90% 19% 10th --



80% 18% 11th --




CybersecurityPolicies, security skills, knowledge, and expertise N/A 0% 2nd --

Finance - Comptroller's Office Priorities for ITState Of

Alabama



59

Feedback Provided By: Kathleen Baxter - Agency Head




Kathleen Baxter - I know this is happening now but communication with the customers is very important. Letting us knowwhen and why something is down and the expected turnaround time is very important.




Kathleen Baxter - Meeting with individual agency directors and leaders to determine what needs may be on the horizon.






Kathleen Baxter - Office Productivity tools are working great!

CYBERSECURITY

Department Satisfaction: N/A Department Rank: 2nd


Kathleen Baxter - I am not aware of a Security Awareness training program. I am not an IT professional but I do know youneed highly qualified certified ethical hackers to help combat unethical cybersecurity breaches.




Kathleen Baxter - Keeping the internet up and running.




Kathleen Baxter - Having the proper infrastructure to support the apps that todays business operations require is key tooptimizing performance and leading to innovative process that could transform the State of Alabama government processes.

Finance - Comptroller's Office FeedbackState Of


60

IT Projects



N/A -- --

IT Work Orders



N/A -- --





90% 28% --



Satisfaction



70% 6%

Value

DepartmentValue


80% 21%





to Org.Importance

RankingLast Year






90% 19% 5th --




70% 8% 10th --





N/A 0% 11th --

Mental Health Priorities for ITState Of

Alabama



61

IT Projects


70% 7% --


60% 4% --

IT Work Orders


50% 20% --


50% 22% --





50% 12% --



Satisfaction



70% 6%

Value

DepartmentValue


60% 1%





to Org.Importance

RankingLast Year


80% 12% 5th --





60% 11% 6th --




50% 12% 11th --



IT PoliciesPolicy design and enforcement around security, governance, etc. N/A 0% 8th --


Prosthetists and Orthotists Board Priorities for ITState Of

Alabama



62

Feedback Provided By: Ronald Ezell - Agency Head/IT Director




Ronald Ezell - Better Communication between your employees and faster response time is needed when placing a work order.When working a ticket please give the agency the name and a way to communicate with the person working our ticket. I seemto bounce back and forth between different people and have to explain the problem more than once




Ronald Ezell - No one has ever really talked to us about our needs






Ronald Ezell - Not on the state network as a small agency. Does not apply

CYBERSECURITY











Ronald Ezell - For small agencies, maybe have a rep talk to us about ways to improve

Prosthetists and Orthotists Board FeedbackState Of


63

IT Projects



N/A -- --

IT Work Orders


85% 15% --


85% 13% --





75% 13% --



Satisfaction



70% 6%

Value

DepartmentValue


50% 9%





to Org.Importance

RankingLast Year






60% 2% 8th --





N/A 0% 7th --

Business Solutions: Disaster Recovery/BackupsProviding quality backup and recovery solutions N/A 0% 2nd --


N/A 0% 5th --


Public Library Service Priorities for ITState Of

Alabama



64

Feedback Provided By: Nancy Pack - Agency Head




Nancy Pack - APLS is satisfied with the assistance that you are providing. You agency has been extremely helpful in 2017.Please continue with excellent customer service. Holly Tendall is super!











CYBERSECURITY












Public Library Service FeedbackState Of


65

IT Projects


60% 3% --


60% 4% --

IT Work Orders


75% 5% --


90% 18% --





70% 8% --



Satisfaction



70% 6%

Value

DepartmentValue


70% 11%





to Org.Importance

RankingLast Year


85% 14% 9th --




80% 18% 4th --


80% 12% 12th --








Tourism & Travel Priorities for ITState Of

Alabama



66

Feedback Provided By: Lee Sentell - Agency Head




Lee Sentell - The staff is unable to access certain attraction, event, restaurant websites which are need to complete their work.











CYBERSECURITY












Tourism & Travel FeedbackState Of


67

IT Projects


70% 7% --


70% 6% --

IT Work Orders



75% 3% --





60% 2% --



Satisfaction



65% 1%

Value

DepartmentValue


70% 11%





to Org.Importance

RankingLast Year

IT PoliciesPolicy design and enforcement around security, governance, etc. 75% 6% 3rd --







70% 1% 6th --


65% 3% 9th --


60% 8% 6th --




Examiners of Public Accounts Priorities for ITState Of

Alabama



68

Feedback Provided By: George Bowen - IT Director















CYBERSECURITY



George Bowen - Not aware that a cyber security training program existed. Being Security+ certified I like to stay on top of theseissues. That way I can inform the users of the department on the necessary steps that they need to take care of data whenaway from the central office. A lot of the cyber security issues that were alerted to the general public via outside media iswhere I got most of my information. Information on these issues released by OIT were after hours.








George Bowen - With the leveraging power that the State of Alabama should have when it comes to this area, the trickle backwith information to the departments is not being made. There are other IT personnel that do not come under the OIT umbrellathat assist the different state agencies in their daily duties that can help push the State of Alabama past the "firewall" and bringthe state into the same arena with the private sector.

Examiners of Public Accounts FeedbackState Of


69

IT Projects


60% 3% --


55% 9% --

IT Work Orders


65% 5% --


70% 2% --





60% 2% --



Satisfaction



65% 1%

Value

DepartmentValue


65% 6%





to Org.Importance

RankingLast Year



75% 7% 12th --






65% 3% 5th --


65% 6% 8th --





Youth Services Priorities for ITState Of

Alabama



70

Feedback Provided By: James Floyd - IT Director , Steven Lafreniere - Agency Head




James Floyd - Put qualified staff in positions to where they can utilize their knowledge and strengths. For example, do notmove a staff from the Help Desk section into the Router Group section without that person having the skills, experience, andeducation to support the Router Group.










Steven Lafreniere - The new Spam emails have been a pain going through them everyday. Need a quicker way to review andeliminate and block sender.

CYBERSECURITY












Youth Services FeedbackState Of


71

IT Projects


40% 23% --


50% 14% --

IT Work Orders


60% 10% --


70% 2% --





80% 18% --



Satisfaction



60% 4%

Value

DepartmentValue


70% 11%





to Org.Importance

RankingLast Year


90% 28% 1st --


80% 9% 9th --







60% 8% 10th --


IT ProjectsLarge statewide initiatives 45% 19% 2nd --



Alcoholic Beverage Control Board Priorities for ITState Of

Alabama



72

Feedback Provided By: Scott Crews - IT Director




Scott Crews - Recruiting and retaining high quality technical personnel. I would like to see us share technical knowledgebetween agencies and OIT. I believe the communication from OIT to agencies is much better than in the past. The color coded"Informational Notices" are a great tool.











CYBERSECURITY



Scott Crews - We need a reliable online "Security, Awareness, Training and Education" (SATE) program for all State Employees.




Scott Crews - Better communicate what services you can provide to agencies and cost associated with those services.




Scott Crews - Mobile Applications put in the hands of leaders that will enable them to make business decisions in their area.

Alcoholic Beverage Control Board FeedbackState Of


73

IT Projects



N/A -- --

IT Work Orders


10% 60% --


10% 62% --





10% 52% --



Satisfaction



60% 4%

Value

DepartmentValue


60% 1%





to Org.Importance

RankingLast Year






InfrastructureReliable network & email communication N/A 0% 10th --


N/A 0% 3rd --


N/A 0% 9th --




N/A 0% 8th --


Department of Education Priorities for ITState Of

Alabama



74

IT Projects


70% 7% --


60% 4% --

IT Work Orders


80% 10% --


80% 8% --





80% 18% --



Satisfaction



60% 4%

Value

DepartmentValue


70% 11%





to Org.Importance

RankingLast Year




80% 12% 4th --




70% 1% 5th --




60% 2% 3rd --




Finance - Building Commission Priorities for ITState Of

Alabama



75

IT Projects



N/A -- --

IT Work Orders



70% 2% --





60% 2% --



Satisfaction



60% 4%

Value

DepartmentValue


50% 9%





to Org.Importance

RankingLast Year



90% 22% 9th --




80% 18% 11th --





60% 11% 8th --




Finance - Legal Priorities for ITState Of

Alabama



76

Feedback Provided By: Yvonne Trafford - IT Director




Yvonne Trafford - The helpdesk process is much more cumbersome than it once was. It used to be nice to get a live personwhen calling the helpdesk.




Yvonne Trafford - The Dept. of Finance currently has a dedicated individual who handles most of our IT needs and he is thedirect contact for OIT.






Yvonne Trafford - We just need Outlook to be down less often. There are days when we're all down, days when some aredown, etc.

CYBERSECURITY



Yvonne Trafford - There are occasionally additional pop-ups requiring passwords and Outlook that appear to be legitimate, butwith no notification of a new requirement or acceptable pop-up, I contact IT to make sure it's ok before I enter the password.It's hard to tell if it's legitimate.




Yvonne Trafford - Fortunately we haven't had to use a disaster recovery, so I assume it's fine. Requests for website changes oradditions are always among the most promptly completed requests that I have. Kudos to the website folks.





Finance - Legal FeedbackState Of


77

IT Projects



N/A -- --

IT Work Orders


80% 10% --


70% 2% --





60% 2% --



Satisfaction



60% 4%

Value

DepartmentValue


50% 9%





to Org.Importance

RankingLast Year


80% 12% 4th --






60% 2% 6th --



60% 11% 5th --





Forensic Sciences Priorities for ITState Of

Alabama



78

Feedback Provided By: Bob Buel - IT Director




Bob Buel - Service Offerings need to be expanded to better match those in the private sector that they are meant to replace.This will improve the cost-capability ratio




Bob Buel - We have not had any outreach from OIT....






Bob Buel - Communications and outreach could be improved by OIT--e.g.,services and websites are suddenly blocked, butagencies have no way to know whether it is a policy or a mistake. Latest SPAM vendor switch was undertaken without propertesting and piloting with agencies. From implementation, agencies couldn't even access the quarantine page as it was blocked!

CYBERSECURITY



Bob Buel - Feel that daily threat information shared by agencies would be one answer, as well as weekly sharing of MS-ISACinformation. We receive very little regarding information security and observed threats to the state infrastructure.




Bob Buel - Would like to use SuperComputer Authority for offsite backups, as datacenter is outside of Montgomery.SuperComputer says that they cannot provide this service unless OIT signs off on it. OIT won't respond to e-mails on this topic.




Bob Buel - Not sure what this would apply to, but would like to see less obstructionist policies in the future.

Forensic Sciences FeedbackState Of


79

IT Projects


70% 7% --


70% 6% --

IT Work Orders



70% 2% --





70% 8% --



Satisfaction



60% 4%

Value

DepartmentValue


60% 1%





to Org.Importance

RankingLast Year



IT ProjectsLarge statewide initiatives 70% 6% 1st --



70% 8% 11th --



70% 2% 6th --




70% 1% 2nd --



Physical Fitness Commission Priorities for ITState Of

Alabama



80

Feedback Provided By: Jeffrey Vinzant - IT Director




Jeffrey Vinzant - offer our licensee database in a web based product, fully integrated with the website, and provide the CConline payment services.











CYBERSECURITY












Physical Fitness Commission FeedbackState Of


81

IT Projects


60% 3% --


60% 4% --

IT Work Orders


60% 10% --


60% 12% --





60% 2% --



Satisfaction



60% 4%

Value

DepartmentValue


60% 1%





to Org.Importance

RankingLast Year

IT PoliciesPolicy design and enforcement around security, governance, etc. 60% 9% 2nd --







60% 8% 1st --




60% 11% 10th --



50% 12% 8th --

Post Secondary Education Priorities for ITState Of

Alabama



82

Feedback Provided By: Richard Fiore - IT Director




Richard Fiore - Provide specialized services not generally available to most agencies, e.g. data analytics, cross-domain/cross-agency information sharing, national standards, privacy and technology-related-but-not-directly-technology services, &c.










Richard Fiore - not directly applicable to our agency. In general, though, providing leadership on how all the functionality ofsomething like Office 365 can work together would be extremely beneficial.

CYBERSECURITY











Richard Fiore - Perhaps not on correct email lists, but am not aware of very many events / workshops / seminars oninnovation.

Post Secondary Education FeedbackState Of


83

IT Projects


60% 3% --


60% 4% --

IT Work Orders


90% 20% --


90% 18% --





60% 2% --



Satisfaction



60% 4%

Value

DepartmentValue


60% 1%





to Org.Importance

RankingLast Year







70% 1% 10th --




60% 8% 8th --




40% 22% 9th --

Public Service Commission Priorities for ITState Of

Alabama



84

IT Projects


70% 7% --


70% 6% --

IT Work Orders


90% 20% --


90% 18% --





40% 22% --



Satisfaction



60% 4%

Value

DepartmentValue


70% 11%





to Org.Importance

RankingLast Year



100% 32% 10th --






80% 9% 2nd --






N/A 0% 12th --

Veterans Affairs Priorities for ITState Of

Alabama



85

Feedback Provided By: Mike Northcutt - IT Director




Mike Northcutt - Must improve response times - an outage delays an employees ability to perform their jobs. No computeraccess means no productivity!










Mike Northcutt - Improve responsiveness to customer's needs!

CYBERSECURITY



Mike Northcutt - Unacceptable!









Veterans Affairs FeedbackState Of


86

IT Projects



N/A -- --

IT Work Orders


100% 30% --


100% 28% --





100% 38% --



Satisfaction



50% 14%

Value

DepartmentValue


60% 1%





to Org.Importance

RankingLast Year








60% 8% 6th --


50% 21% 12th --




N/A 0% 11th --


Cosmetology Board Priorities for ITState Of

Alabama



87

Feedback Provided By: Jodi Respess - IT Director














Jodi Respess - Our system has tremendously slowed since we have been put on the "cloud". We had problems when the newfirewall was installed that left us at a standstill for 1 week. Your staff was helpful in getting our system back up.

CYBERSECURITY












Cosmetology Board FeedbackState Of


88

IT Projects


60% 3% --


60% 4% --

IT Work Orders


50% 20% --


40% 32% --





60% 2% --



Satisfaction



50% 14%

Value

DepartmentValue


50% 9%





to Org.Importance

RankingLast Year






InfrastructureReliable network & email communication N/A 0% 1st --


N/A 0% 3rd --



N/A 0% 9th --



N/A 0% 8th --


Emergency Management Agency Priorities for ITState Of

Alabama



89

IT Projects


50% 13% --


80% 16% --

IT Work Orders


100% 30% --


100% 28% --





70% 8% --



Satisfaction



50% 14%

Value

DepartmentValue


50% 9%





to Org.Importance

RankingLast Year






90% 19% 10th --

IT PoliciesPolicy design and enforcement around security, governance, etc. 80% 11% 2nd --




60% 2% 11th --


60% 8% 7th --



Engineers & Land Surveyors Board Priorities for ITState Of

Alabama



90

Feedback Provided By: Rick Huett - Agency Head/IT Director




Rick Huett - Typically we receive great service for work orders regarding desktop services. (email, new user setup, etc.) I havetwo suggestions. (1) I believe that the assigning of project managers will help the completion of projects especially when theagency may not understand the departments of OIT that need to be involved. This is currently being done on a project for us.(2) We get OIT notices that indicate changes are taking place that we may not understand, or the notice advises that it won'timpact us - but sometimes it does. A recent example: Our data is stored on two OIT servers. Recently an individuals took anexam via an application setup by OIT on our website, but his answers did not show up after he completed the exam. When wecontacted OIT we learned that an email server had been recently decommissioned which caused the problem with the exam.This required the individual to retake the exam. Is there a method to outline in the notices what actions may be impacted?




Rick Huett - I believe the current assigning of IT individuals that are familiar with our agency and the assignment of projectmanagers for more complex needs will continue to benefit our agency.






Rick Huett - A Licensing database system. The private sector ones tend to be expensive. This would also be an opportunity tokeep money (creation, service, and maintenance fees) in the State.

CYBERSECURITY



Rick Huett - Unsure.




Rick Huett - I believe the assignment of project managers will help. It would be beneficial if the product could be deliveredfaster.




Rick Huett - Continue to create ways for individuals to complete tasks electronically. This includes making websites accessiblefor individuals with physical or sight limitations.

Engineers & Land Surveyors Board FeedbackState Of


91

IT Projects


60% 3% --


60% 4% --

IT Work Orders


60% 10% --


60% 12% --





50% 12% --



Satisfaction



50% 14%

Value

DepartmentValue


50% 9%





to Org.Importance

RankingLast Year






60% 2% 3rd --



60% 8% 10th --






50% 21% 2nd --

Governors Office on Disability Priorities for ITState Of

Alabama



92

Feedback Provided By: Graham Sisson - IT Director




Graham Sisson - Keep IT services at each state agency











CYBERSECURITY












Governors Office on Disability FeedbackState Of


93

IT Projects


50% 13% --


50% 14% --

IT Work Orders


90% 20% --


90% 18% --





50% 12% --



Satisfaction



50% 14%

Value

DepartmentValue


50% 9%





to Org.Importance

RankingLast Year






80% 18% 10th --





70% 1% 1st --



60% 8% 9th --


Historical Commission Priorities for ITState Of

Alabama



94

Feedback Provided By: Stacey Little - IT Director




Stacey Little - Provide faster internet without interruptions. When problems occurs have OIT return emails or phone calls.










Stacey Little - Letting Agencies know what applications or business process are available to better assist agencies.

CYBERSECURITY







Stacey Little - Reasonable website solutions would help State to offer more to public.





Historical Commission FeedbackState Of


95

IT Projects



N/A -- --

IT Work Orders



70% 2% --





50% 12% --



Satisfaction



50% 14%

Value

DepartmentValue


55% 4%





to Org.Importance

RankingLast Year



80% 9% 6th --










N/A 0% 11th --


N/A 0% 7th --

Human Resources Priorities for ITState Of

Alabama



96

Feedback Provided By: Nancy Buckner - Agency Head , Lisa Townsend - IT Director




Nancy Buckner - Better communication, especially in critical events Better knowledge regarding the mainframe Develop agreater sense of urgency to assist the agency when we have problems

Lisa Townsend - OIT should work to improve its communication channels and escalation procedures during outages and othercritical events. Our agency has had situations where it was very difficult to get information from OIT when problems occurred.We would like to have a list of OIT contacts that is kept up to date and disseminated to agencies for critical situations. OIT alsoseems to lack knowledge in certain areas such as mainframe.




Nancy Buckner - OIT should ask agencies more often about the needs.

Lisa Townsend - OIT should reach out to agencies more frequently to gain a better understanding of needs.






Nancy Buckner - OIT could give the agency more detail and more frequent updates during issues.

Lisa Townsend - OIT has made noticeable improvements in communicating planned maintenance activities. However, OITshould provide more detail and periodic updates during longer term issues.

CYBERSECURITY



Nancy Buckner - Better communication regarding cybersecurity and more information on known threats and issues

Lisa Townsend - OIT should communicate to agencies more detail on known threats or issues.




Nancy Buckner - Test DR capabilities regularly (unless they have been and we are unaware of the testing)

Lisa Townsend - OIT should test DR capabilities periodically so that it can be counted on in real emergencies. The DRcapability has not been tested to our knowledge.





Human Resources FeedbackState Of


97

IT Projects


70% 7% --


60% 4% --

IT Work Orders


30% 40% --


30% 42% --





30% 32% --



Satisfaction



50% 14%

Value

DepartmentValue


60% 1%





to Org.Importance

RankingLast Year




60% 8% 4th --



60% 11% 11th --



50% 12% 5th --






Onsite Wasterwater Board Priorities for ITState Of

Alabama



98

Feedback Provided By: Melissa Hines - Agency Head/IT Director




Melissa Hines - The help desk could be more helpful - its like they don't understand your needs.










Melissa Hines - PRIORITIZING WITH THE OIT SERVICE DESK

CYBERSECURITY












Onsite Wasterwater Board FeedbackState Of


99

IT Projects



N/A -- --

IT Work Orders


60% 10% --


60% 12% --





30% 32% --



Satisfaction



50% 14%

Value

DepartmentValue


30% 29%





to Org.Importance

RankingLast Year



80% 9% 6th --









N/A 0% 7th --


N/A 0% 10th --


Personnel Priorities for ITState Of

Alabama



100

Feedback Provided By: Mike Bruner - IT Director




Mike Bruner - Retain state employees that have a stake in the business of the state rather that more expensive contractemployees.




Mike Bruner - Ask before doing something. Inform us on things that will affect us.







CYBERSECURITY







Mike Bruner - Provide the services we need and not force what OIT thinks is best for my agency.





Personnel FeedbackState Of


101

IT Projects


40% 23% --


50% 14% --

IT Work Orders


30% 40% --


30% 42% --





50% 12% --



Satisfaction



50% 14%

Value

DepartmentValue


50% 9%





to Org.Importance

RankingLast Year




50% 12% 11th --


50% 18% 6th --



50% 21% 7th --


IT ProjectsLarge statewide initiatives 45% 19% 3rd --


Service DeskSupporting end user issues & problems N/A 0% 1st --



Public Health Priorities for ITState Of

Alabama



102

IT Projects


60% 3% --


60% 4% --

IT Work Orders



70% 2% --





60% 2% --



Satisfaction



50% 14%

Value

DepartmentValue


50% 9%





to Org.Importance

RankingLast Year





70% 2% 10th --





50% 12% 6th --





50% 21% 2nd --

Real Estate Appraisers Board Priorities for ITState Of

Alabama



103

IT Projects


10% 53% --


40% 24% --

IT Work Orders


30% 40% --


30% 42% --





50% 12% --



Satisfaction



50% 14%

Value

DepartmentValue


30% 29%





to Org.Importance

RankingLast Year


50% 21% 4th --



40% 28% 10th --




30% 32% 6th --







Real Estate Commission Priorities for ITState Of

Alabama



104

Feedback Provided By: Brett Scott - IT Director




Brett Scott - Communication Complete Tasks Communication Personnel that knows state business, and provides high level ofcustomer service. Communication Once someone gets a ticket from the help desk, have them communicate with the agency.Communication BTW, not being funny. COMMUNICATION solves so many issues.




Brett Scott - Ask us! When was the last time OIT/ISD contacted us about an project they were implementing that would affectthis agency, and reached out to us before implementation? NEVER!






Brett Scott - Communication Complete a task Fix or abandon all the unfinished projects. Mobile Security, eStart,.................................

CYBERSECURITY



Brett Scott - Communication




Brett Scott - Backup and DR are the most basic of services, why is it that we still don't have a solution? Why are we not utilizingcloud solutions?




Brett Scott - We need to be thinking cloud first!

Real Estate Commission FeedbackState Of


105

IT Projects


50% 13% --


50% 14% --

IT Work Orders


80% 10% --


80% 8% --





20% 42% --



Satisfaction



50% 14%

Value

DepartmentValue


40% 19%





to Org.Importance

RankingLast Year








50% 12% 11th --



50% 21% 6th --



40% 28% 4th --


State Health Planning and Development Agency(SHPDA) Priorities for IT

State Of

Alabama



106

Feedback Provided By: Bradford Williams - IT Director




Bradford Williams - In my experience, smaller agencies by and large have not received the same levels of attention, support, orresponsive service that larger agencies have received. It would appear that there is a lack of understanding of the differentneeds and issues that small agencies face as opposed to larger ones, and that few efforts have been made to bridge the gap,including a lack of inclusion of small agency representatives on advisory boards, lack of solicitation of needs/ideas (until now),and no attempt to determine what the differences are and how they can best be addressed. Inclusion of small agencies inplanning and advisory capacities would go a long way in rectifying this situation.




Bradford Williams - I think this question is asking what should be improved within requirements gathering. Apologies ifincorrect. To improve requirements gathering, a better systemic understanding of the differences between small, medium, andlarge size agencies is required. The needs and abilities of all agencies are not uniform, and understanding the differenceswould go a long way in improving requirements gathering by OIT, and would benefit all agencies across the state.






Bradford Williams - The addition of Office 365 Enterprise support has been a great addition to the OIT suite of services.However, other software and technologies that could/should have been added to the suite of offerings have not been supplied.Industry-wide applications, such as Adobe Creative Suite (or at least Adobe Acrobat Pro), Visual Studio, and other office/development software suites should also be provided at an enterprise level by a centralized IT shop, whose ability to procuresaid software in bulk should allow for lower pricing for other agencies, rather than forcing individual agencies to purchasenecessary standardized software on their own.

CYBERSECURITY



Bradford Williams - Improved timeliness and specificity of notifications would be beneficial. Security and/or other networkchanges that could impact Agency operations should be clearly communicated to relevant Agency personnel with enough leadtime to allow for Agencies to effect remediation if necessary should issues arise. Several times notification of security and/ornetwork changes were sent too late for Agencies to effect remediation steps prior to implementation of said changes. Further,unilateral changes that occur without prior testing have placed Agencies in a position where they were unable to performcertain critical job functions for some time until said changes were either fixed or rolled back. Proper, timely notification iscritical for Agency security protocols.




Bradford Williams - As previously stated, smaller agencies have not received the same attention, support, or responsiveservice that larger agencies have. Further, historically, less attention has been paid to solving a specific business problemfaced by an agency than to forcing the agency's business problem to fit an already purchased solution. My understanding isthat, with a renewed emphasis on project management, this is supposedly being addressed by OIT. Hopefully, this will rectifythe situation. However, given previous experiences, many smaller agencies may be skeptical that this will ultimately besuccessful.




Bradford Williams - For smaller agencies, technology can provide a less expensive, more efficient, more transparent, and morefunctional solution to improve Agency functionality than hiring additional personnel. In many cases, it is the only way thatAgencies can continue to perform their statutory duties with limited budgets without falling ever farther behind in theirresponsibilities. Transitioning from paper-based to digital-based technologies, utilizing the internet for clearer and moreeffective client-agency communications, the ability to better collect and analyze data through advanced analytics, and theability to leverage pre-existing technologies to perform new, more advanced research and development allow agencies toperform more work for less cost, which is important in this time of shrinking budgets. The ability of an OIT to assist theseagencies is critical to their continued functionality. However, based on historical precedent, there are many concerns as towhether or not this will occur.

State Health Planning and Development Agency(SHPDA) Feedback

State Of


107

IT Projects


60% 3% --


60% 4% --

IT Work Orders


40% 30% --


75% 3% --





50% 12% --



Satisfaction



45% 19%

Value

DepartmentValue


25% 34%





to Org.Importance

RankingLast Year





70% 8% 7th --






55% 16% 11th --




N/A 0% 9th --

Rehabilitation Services Priorities for ITState Of

Alabama



108

Feedback Provided By: Jane Burdeshaw - Agency Head , David Rainey - IT Director




Jane Burdeshaw - We provide almost all our agency's IT services with the exception of WAN, MDM, and Office 365 servicesupport. Of these, WAN services is most critical to our agency. We would appreciate more customer agency involvement inservice and product selection. We're especially concerned the WAN service that we are offered is not cost effective and doesnot provide needed capabilities.

David Rainey - OIT must support many agencies of varying sizes and technical needs so we understand it is difficult to find asingle solution to fit every agency. For us, we only use OIT for wide area network support, Office 365 and MDM support.Collaborating on future technologies and allowing a collective decision on products and solutions would be our bestsuggestion.




Jane Burdeshaw - For our IT projects we generally perform our own requirements gathering. We do contact OIT when a projectrequires OIT involvement. For example, implementation of MFA, special firewall rules for new applications, etc.

David Rainey - WAN Services






Jane Burdeshaw - Even though we've purchased several MS products in their suite, we've been unable to fully utilize thosefeatures because of a lack of support from OIT. For example, for us it is very risky to allow employees to store their files inOneDrive or Sharepoint online. OIT has just recently configured MFA to securely store files within these two services.

Sharepoint online has suffered because of similar issues. Configuring sites and security is very dependent on OIT involvement.Another issue is OIT encouraging the use of office tools without having the infrastructure in place to support them. Forexample, Office products were rolled out without having data circuits capable of handling the increased traffic.

David Rainey - Even though we're paying for a full suite of Office 365 products, we must rely on OIT to handle certain aspectsbefore we can fully utilize them. For example, MFA is a requirement for us to begin using OneDrive and Sharepoint Online forstoring our data. MFA is finally being tested but it has taken much too long.

CYBERSECURITY



Jane Burdeshaw - We provide our own security training along with frequent security related reminders on current securityevents.








Jane Burdeshaw - Generally our agency has been more innovative than ISD with regards to technology.

David Rainey - We primarily use OIT for WAN services. Although the offerings have gotten much better, we still feel there isroom to make these services better.

Rehabilitation Services FeedbackState Of


109

IT Projects


20% 43% --


30% 34% --

IT Work Orders


40% 30% --


40% 32% --





20% 42% --



Satisfaction



40% 24%

Value

DepartmentValue


40% 19%





to Org.Importance

RankingLast Year



60% 2% 6th --





40% 31% 8th --





N/A 0% 7th --



Alabama Supercomputer Authority Priorities for ITState Of

Alabama



110

Feedback Provided By: John M Wade - Agency Head/IT Director




John M Wade - More clarity on what the services are, how to obtain them and much better responsiveness to inquiries.




John M Wade - Not applicable






John M Wade - Benefits, payroll and time reporting are missing at the enterprise level.

CYBERSECURITY



John M Wade - Publication, training, and best practice information to every organization on a recurring basis would help.Security enforcement with standards and tools are needed.




John M Wade - A statewide, common point of entry web presence that identifies service providers and directs online traffic.




John M Wade - Access to and easy availability to use enterprise applications that affect all agencies (i.e. STAARS, timekeeping, defined benefits, etc.) should be highest priority. Office automation to reduce cost and standardize information (i.e.forms and reports) flow would be universally helpful.

Alabama Supercomputer Authority FeedbackState Of


111

IT Projects


50% 13% --


50% 14% --

IT Work Orders


30% 40% --


40% 32% --





40% 22% --



Satisfaction



40% 24%

Value

DepartmentValue


50% 9%





to Org.Importance

RankingLast Year




50% 18% 8th --




50% 21% 9th --






N/A 0% 10th --


Archives & History Priorities for ITState Of

Alabama



112

IT Projects


50% 13% --


30% 34% --

IT Work Orders


50% 20% --


50% 22% --





30% 32% --



Satisfaction



40% 24%

Value

DepartmentValue


40% 19%





to Org.Importance

RankingLast Year



50% 18% 12th --




50% 21% 9th --







30% 32% 10th --


Attorney General's Office Priorities for ITState Of

Alabama



113

Feedback Provided By: Alan Nummy - IT Director




Alan Nummy - I'm not sure they can. The recent loss of institutional knowledge has further reduced their ability to effectivelydeliver services - as demonstrated by several significant outages. In addition, simple things like replacing actual help deskoperators with unnecessarily lengthy and frustrating voice menus only serve to further the disconnect felt by their customers.











CYBERSECURITY












Attorney General's Office FeedbackState Of


114

IT Projects



N/A -- --

IT Work Orders



70% 2% --





40% 22% --



Satisfaction



40% 24%

Value

DepartmentValue


30% 29%





to Org.Importance

RankingLast Year




50% 21% 5th --









N/A 0% 12th --


N/A 0% 10th --

Conservation & Natural Resources Priorities for ITState Of

Alabama



115

Feedback Provided By: John Gallacher - IT Director




John Gallacher - I believe my department is considered a larger department (1200 people) however our IT staff is relativelysmall. This hurts us in creating positions for long time employees because most of the higher paying positions inevitably go toOIT (then that person usually gets relieved of duty), and our highly trained staff leaves for better positions either with otheragencies or to the public sector. OIT does not help us with our manning issues with SPD. We have some of the mostknowledgeable developers as well as some of the best trained technical staff in the state.




John Gallacher - Solicit agency needs before purchasing and implementing new technologies.






John Gallacher - I’m working this survey from the Middle East on my phone. The previous question: half the answers have norelevance to me. I just need an operational network to run my services on that is backed up and secure. All three of thoseinitiatives have been no-gos the past 3 years alone. My department has always provided helpdesk services to our customers(except for ISD provided services like email that we routinely troubleshoot for them first). We also develop our own systems -including many that other agencies have asked to use and our own web application that gets up to 80,000 hits in a 4 monthperiod.

CYBERSECURITY







John Gallacher - Work with us on services like email, VMWare, network infrastructure, security. Ask us what we need and tailoryour solutions to our needs. Not putting a product out there and making us adapt our operating procedures for 1200employees with a staff of 13 IT personnel. Help us get the merit positions we need through SPD to keep a valuable employee. Iam not ever going to have 25 techs but I may still need to have a senior level tech because of their experience and skill set.SPD does not understand this concept, so I either empire build or become a training ground for large departments and or thepublic sector to raid my staff.





Conservation & Natural Resources FeedbackState Of


116

IT Projects


30% 33% --


30% 34% --

IT Work Orders



N/A -- --





50% 12% --



Satisfaction



40% 24%

Value

DepartmentValue


30% 29%





to Org.Importance

RankingLast Year


70% 2% 9th --



50% 12% 12th --



40% 31% 11th --

IT ProjectsLarge statewide initiatives 30% 34% 1st --




IT Work OrdersSmall requests and bug fixes N/A 0% 2nd --

Service DeskSupporting end user issues & problems N/A 0% 10th --


Insurance Department Priorities for ITState Of

Alabama



117

Feedback Provided By: Jim Ridling - Agency Head















CYBERSECURITY







Jim Ridling - Continue to communicate with users on an on-going and structured process to solve every day issues anddevelop plans to upgrade and meet needs we know will be needed going forward.





Insurance Department FeedbackState Of


118

IT Projects



N/A -- --

IT Work Orders


60% 10% --


70% 2% --





50% 12% --



Satisfaction



40% 24%

Value

DepartmentValue


50% 9%





to Org.Importance

RankingLast Year


80% 12% 9th --




70% 1% 7th --





50% 12% 10th --





Peace Officers Annuity Fund Priorities for ITState Of

Alabama



119

Feedback Provided By: John Hixon - Agency Head/IT Director




John Hixon - I think there is so much expense/effort made to determine policies, and more focus needs to be spent with theagencies, in my case a small agency, to determine what we need and how the changing of costs/services affect us.










John Hixon - Ditch the help desk, and allow me to go straight to my customer service guy, Mark Vincent who does a great job,and take the learning curve out of the response time.

CYBERSECURITY



John Hixon - Don't know much about it, pay monthly for security features to OIT and I have to trust they are adequate.




John Hixon - Don't really deal with OIT much on this.




John Hixon - Talk to the agencies, don't just create policy.

Peace Officers Annuity Fund FeedbackState Of


120

IT Projects



N/A -- --

IT Work Orders



N/A -- --





50% 12% --



Satisfaction



40% 24%

Value

DepartmentValue


40% 19%





to Org.Importance

RankingLast Year




50% 21% 6th --







N/A 0% 5th --


N/A 0% 10th --



Personnel Department Priorities for ITState Of

Alabama



121

Feedback Provided By: Jackie Graham - Agency Head




Jackie Graham - Ensure that the mainframe is maintained and operational. Security our data is also a concern.










Jackie Graham - Installation of the new phone system

CYBERSECURITY

Department Satisfaction: N/A Department Rank: 2nd











Personnel Department FeedbackState Of


122

IT Projects


40% 23% --


40% 24% --

IT Work Orders


50% 20% --


50% 22% --





50% 12% --



Satisfaction



40% 24%

Value

DepartmentValue


40% 19%





to Org.Importance

RankingLast Year


80% 18% 3rd --









40% 28% 8th --




30% 41% 10th --

Secretary of State Priorities for ITState Of

Alabama



123

IT Projects


50% 13% --


50% 14% --

IT Work Orders


50% 20% --


40% 32% --





50% 12% --



Satisfaction



30% 34%

Value

DepartmentValue


20% 39%





to Org.Importance

RankingLast Year




50% 12% 6th --


50% 18% 12th --




50% 21% 3rd --






Early Childhood Education Priorities for ITState Of

Alabama



124

Feedback Provided By: Jeana Ross - Agency Head




Jeana Ross - Feedback from the staff in the out department indicates a possible communication breakdown within OIT










Jeana Ross - Office productivity

CYBERSECURITY












Early Childhood Education FeedbackState Of


125

IT Projects


50% 13% --


50% 14% --

IT Work Orders


10% 60% --


10% 62% --





30% 32% --



Satisfaction



30% 34%

Value

DepartmentValue


30% 29%





to Org.Importance

RankingLast Year





50% 12% 2nd --


50% 21% 10th --



30% 38% 12th --






Finance - Risk Management Priorities for ITState Of

Alabama



126

Feedback Provided By: Clint Witherington - IT Director




Clint Witherington - I think the current administration of OIT is on the right track. Communication is key. Not just emails/notifications, representatives need to meet face to face with agency IT heads once or twice a year to communication OIT'splans for the future. Conversely, OIT could hold meetings 2-4 times a year to keep IT Directors abreast of current OIT plans.Keep up the good work on the policies. These are vital and needed. If you want to buy software, talk to <bold>ALL</bold>people buying it at the agencies before you make a volume purchase. Network down time has been dramatically improved overthe last 3 years so good job there. I personally like the user group meetings. I think OIT could stand to increase the number andvariety of these. Examples: State Software Purchasing User Group, Windows Server User Group, Networking User Group, VOIPUser Group, Application Development User Group and there are many more. Bring back the Mobile User Group. The IT Managerbreakfast was a good way to distribute information. We can all benefit from sharing this knowledge. Please sincerely considerthese suggestions. Thank You.




Clint Witherington - I have not utilized this service recently, however I would not consider this to be a strong attribute of OITcurrently.






Clint Witherington - There was no textbox to comment on the service desk so I will do so here. It is a disgrace to hold a ticketfor two weeks before initial contact with a customer. This happens 90% of the time I request assistance through the ServiceDesk, usually resulting in us having to contact our OIT Customer Relations Manager to inquire of the status.

CYBERSECURITY



Clint Witherington - Build on what has already been implemented. The licensing situation with the current training softwareinsufficiently handles on boarding of new employees and retirement/resignation of others. Otherwise, the training is a step inthe right direction.




Clint Witherington - I have no experience with these services other than web sites. I have been thoroughly satisfied with theWeb Dev team.




Clint Witherington - More variety in user groups would allow agencies to share innovative ideas.

Finance - Risk Management FeedbackState Of


127

IT Projects



N/A -- --

IT Work Orders


80% 10% --


80% 8% --





60% 2% --



Satisfaction



30% 34%

Value

DepartmentValue


10% 49%





to Org.Importance

RankingLast Year



80% 9% 10th --










N/A 0% 12th --


N/A 0% 11th --

Forestry Commission Priorities for ITState Of

Alabama



128

Feedback Provided By: Amy Smith - IT Director




Amy Smith - Lower prices. The services provided by private sector entities are considerably cheaper than OIT comparableofferings. Taking state bid laws into considering, it should be the other way around.




Amy Smith - letting us know what is available.







CYBERSECURITY



Amy Smith - Better security awareness program. Sans was too bandwidth intensive and confused our people.








Amy Smith - broaden your vendor list.

Forestry Commission FeedbackState Of


129

IT Projects


30% 33% --


30% 34% --

IT Work Orders


80% 10% --


80% 8% --





30% 32% --



Satisfaction



30% 34%

Value

DepartmentValue


50% 9%





to Org.Importance

RankingLast Year






40% 22% 4th --






30% 41% 10th --



10% 58% 8th --

Law Enforcement Agency Priorities for ITState Of

Alabama



130

Feedback Provided By: Daniel Urquhart - IT Director




Daniel Urquhart - ALEA has compliance requirements that cannot be met by OIT. This survey scoring is not reflective on OITtechnical capabilities or staff.




Daniel Urquhart - Understand compliance and mission of the various Agencies and use that to define OIT strategy for ITinfrastructure.






Daniel Urquhart - Cost effective solution for mainframe needs.

CYBERSECURITY



Daniel Urquhart - More outreach to Agencies.




Daniel Urquhart - Provide cloud based DR solutions at cost.




Daniel Urquhart - More options in standing up WAN offices.

Law Enforcement Agency FeedbackState Of


131

IT Projects



N/A -- --

IT Work Orders


30% 40% --


40% 32% --





20% 42% --



Satisfaction



30% 34%

Value

DepartmentValue


20% 39%





to Org.Importance

RankingLast Year




60% 11% 6th --


50% 18% 10th --






10% 52% 11th --




Medicaid Agency Priorities for ITState Of

Alabama



132

IT Projects


30% 33% --


30% 34% --

IT Work Orders


60% 10% --


60% 12% --





20% 42% --



Satisfaction



30% 34%

Value

DepartmentValue


40% 19%





to Org.Importance

RankingLast Year







50% 18% 9th --





30% 41% 6th --



20% 42% 12th --

Securities Commission Priorities for ITState Of

Alabama



133

Feedback Provided By: Joseph Borg - Agency Head




Joseph Borg - Better communication with end users relating to their specific OIT needs.




Joseph Borg - Provide consistent access to a specific customer service rep who can get us the information we need, or get usto the person we need.






Joseph Borg - Internet is slow, even after the change to the new pipeline. Office 365 still is not fully implemented with theprograms and capabilities promised. OIT arbitrarily raised prices (almost doubling them) and has refused to provide a writtenjustification or reason for the increase.

CYBERSECURITY



Joseph Borg - Work with the individual agencies to resolve security issues in ways that produce the least disruption in stateservices. OIT tends to issue mandates without working through the issues created by such mandates on the agency level.




Joseph Borg - Provide adequate support to implement web based solutions. Answer phone calls promptly.




Joseph Borg - Make innovative technology available. Provide up to date expertise to the end users based on their needs andnot that of OIT.

Securities Commission FeedbackState Of


134

IT Projects


60% 3% --


60% 4% --

IT Work Orders


10% 60% --


10% 62% --





10% 52% --



Satisfaction



20% 44%

Value

DepartmentValue


20% 39%





to Org.Importance

RankingLast Year



60% 8% 9th --


60% 11% 11th --





20% 42% 8th --






Home Builders Licensure Board Priorities for ITState Of

Alabama



135

Feedback Provided By: Suanne Parnell - IT Director




Suanne Parnell - Allow smaller agencies and boards to pursue better option on the open market.




Suanne Parnell - Do better at actually showing an interest in our requirements so that they can better understand our agencyneeds. As a smaller state agency, our needs do not mirror those of larger state divisions.






Suanne Parnell - None.

CYBERSECURITY







Suanne Parnell - None at this time.




Suanne Parnell - IT strategies need to be more in line with the changing technological environment. Not years behind.

Home Builders Licensure Board FeedbackState Of


136

IT Projects



N/A -- --

IT Work Orders


50% 20% --


30% 42% --





40% 22% --



Satisfaction



20% 44%

Value

DepartmentValue


20% 39%





to Org.Importance

RankingLast Year






40% 31% 2nd --



20% 42% 1st --



10% 58% 11th --




Treasury Department Priorities for ITState Of

Alabama



137

Feedback Provided By: Daria Story - IT Director




Daria Story - Keep up with the latest technology and skills for employees and thus implement that to agencies. Do what theysay they're going to do and follow up until something is done. Take ownership of a task or issue and act like they're glad to fix itor help you when there is a problem vs passing the buck to another vendor. Bring about some consistency with staff - feel likewe're dealing with new people every six months.











CYBERSECURITY












Treasury Department FeedbackState Of


138

Thanks for taking the time to develop this survey and reaching out to determine how to better serve your customers/clients.

Active engagement with OIT currently. The current leadership team has been receptive to our needs, assisting in identifying gaps and commendable with communication. Significant change from historical past verbalized

Better communication with end users. Arbitrary changes cause confusion and frustration.

We understand it is difficult for OIT to provide solutions to many agencies of varying sizes and technical abilities. However, for us we would prefer to use OIT policies as a guideline when determining what products and services we choose for our environment. It issometimes frustrating when there are more cost effective solutions available but we are not able to use them because of OIT mandates. Customer agency collaboration before products or services are selected should be a requirement if agencies will be required to usethose products/services.

As a small agency who rely on OIT we have always received, timely, friendly, and professional support.

I have concerns about the stability of our systems and the network.

satisfied with our relationship with OIT, we will be depending on OIT more and more moving forward as we take advantage as an agency what is available to help us reach more people across the state with our physical fitness, health and wellness programming

It wold be good if OIT had stable leadership. There has been many changes to who is in charge over the past two years.

We are a small agency and use OIT sparingly. Although when we do it is primarily through the Help Desk. We always receive a timely response and an OIT employee (usually Adam Nichols) is knowledgeable about our agency and our needs. We appreciate that.

OIT needs more of a sense of urgency, better and more frequent communication when systems are down, and more knowledgeable staff on many of the issues.

The notifications that are being sent our currently are very helpful.

I believe OIT is headed in the right direction. Focus on the things that you can provide great service and let the other items be handled by the agencies. Provide agencies with state contracts that will allow easy purchasing transactions.

The first portion of this survey forced each block to be prioritized even though we only use OIT for a few of the functions.

In general we have been satisfied with our relationship with OIT. There are a few key issues however that continue to be a problem. 1 the length of time to bring new technologies like VoIP to the agencies. 2 voice requests not being completed like a request to deactivate anumber but the charge for the voice mail, or phantom line remaining on the bill. 3 insufficient notifications of status on work orders, not being notified when a work order is completed. 4 inability to get billing changes completed accurately and having to wait a completebilling cycle to see if the changes were completed correctly.

I believe that OIT is making efforts to become a value added partner with agencies. If OIT can continue their trend of being transparent, intentional, and accountable, then they should be able to regain agency trust. OIT has the potential to be a champion for ensuring agencyIT staff have the training and resources necessary to ensure excellence within IT at all levels of state government.

Overall, I think OIT is doing a great job and performs a valuable and appreciated service.

OIT does not understand our agency's sense of urgency when critical systems are down. Having a better understanding would help facilitate better communication. We feel that communication along with having a knowledgeable staff is the bulk of the problem.

I think overall OIT is a needed Agency and headed in the right direction and we are excited to see what's on the horizon for State of Alabama Technology.

OIT has promised to be more responsive, answer the phone, reply to messages and make decisions numerous times but the results are not obvious. A 311-type central communication service with built-in expected response times, escalation processes, and public web sitereporting of actual adherence to policy would be wonderful. A call center ticket should be issued to every request and no service or response provided without a ticket number. In other words, service only through the center and no service by OIT staff without a ticket thatcan be tracked and reported start to finish.

No matter what, I can tell the OIT department works hard and tirelessly, and for that I'm very grateful. You are an amazing group of people.

I get too many OIT emails that don't concern my agency or the city of Montgomery. Is there any way to filter those where I will not get those?

By bringing in the smaller agencies to give a point along with the major agencies could allow a more inclusive direction when it comes software/hardware initiatives. The larger agencies have the ability to push directional changes that are forced on the smaller agencies w/oany explanation as to why the changes are being made. I believe that OIT could have a better working relationship with the smaller agencies where the impact of changes would not leave these departments walking "blind" when it comes to changes that will impact thosedepartments.

Would like to see technical involvement in helpdesk tickets when necessary. As more services are externalized, they risk becoming secretaries, not coordinators. This is especially true of technical problems where the multiple vendors might be involved (such as LAN issues).Assigning an engineer to follow the case would be beneficial technically, as well might be able to expedite the repair/remediation process. Also, want to give kudos to your automated Helpdesk system, and also to your firewall folks--very cooperative and professional.

Excellent survey for the most part; would have liked to fill out from an agency more directly involved with OIT. Some of the questions had qualifying phrases that may have dramatically changed answers, .e.g. "...due to lack of OIT capacity." in the "To what extent do you lookexternally and purchase IT services & applications without OIT involvement, due to a lack of OIT capacity? " question. Not sure what is meant by that. "Expediency' may give a different answer than "capacity." The mechanics of the survey instrument itself were good! Thedrag-and-drop section was very well-done, though some of those would have fallen into a "middle" category.

Anonymous FeedbackState Of


139

There needs to be more vendors on state contract to provide wiring and cabling other than Black Box.

Do to the nature of our Department's functions we for the most part only rely on OIT for e-mail and phone support (other then systems used by all department--i.e. leave and standard programs such as Excel), Thus the only interaction we have is when there is a failure of thee-mail or internet or server support. Thus I/we are not really in a position to judge how good the support is. Most inter action is only when we have a new hire and need to build the profile, etc. If the systems are up we take it for granted if the systems are down--how long tillthey are up.

Improve communications, Security, and above all work on customer service and response time.

I simply don't think the agency can be reformed. The recent replacement of the OIT director with the sitting ISD manager after placing ISD under direct OIT control has effectively elevated any potential oversight capabilities possessed by an independent OIT. The legislature'sdefacto elevation of ISD to a cabinet level position insulated them from any external pressure to improve and reform their institutional failures. They don't have to listen to anyone now.

OIT needs to move away from the cookie-cutter, one-size-fits all mentality. State government is made up of more that just large state office buildings filled with hundreds of 8 to 5 workers. There are smaller agencies and boards that already have to do more with less assetsscattered across the state. The financial and administrative restraints placed on these smaller divisions by state mandated IT services restricts their ability to serve their primary missions and the public responsibly.

Communication! You only communicate with larger agencies, and even then not very well. All the smaller agencies have great people, great ideas, and we are ignored! OIT has no clue how we operate.

When we first came into office in 2011 management of ISD came over (as they used to do whenever a new Constitutional Officer started a new term) to introduce themselves, their services and informed us of who our "ISD contact" would be. Never really heard much fromthis person and whenever we did call him for something he never knew the answer and wasn't any help. I believe this person is gone now (retired). But it was never an effective design in terms of customer service. We never got any "service" at all. It would be helpful to havean overall "go to" person in OIT to help with anything and everything vs having to figure out who to go to on every little thing and then there's no consistency of who that person is.

I sincerely miss having a dedicated individual to contact directly regarding cardkey security. Although the folks who handle cardkeys are extremely nice, having to go through the helpdesk for an issue that I need handled right now seems very counterproductive. In the past,we had an employee who became borderline violent, and when she left, we were able to contact Karen Slauson to have to the cardkey deactivated immediately to prevent any bad incidents. I recently misplaced my cardkey for the first time in nearly 20 years. Although I wascertain it was in my car, I contacted Brian Wilson who immediately put in a ticket to have it temporarily deactivated out of caution. This was on a Friday about 330 p.m. When I returned Monday morning, the cardkey (still active) had been found in my car and I used it to getinside the parking lot and building. Had it been dropped on the street and picked up, someone could potentially have used the cardkey to enter the Capitol and wreak havoc. Fortunately, this was not the case. It finally got deactivated around lunch Monday, despite the requestfrom Brian Wilson to cancel the ticket before 7 a.m. In the old days, I would contact Ms. Slauson and have her activate or deactivate a cardkey no matter where she was located. She would contact me back within minutes to let me know it had been done. I wish for someoneto directly contact again. This area seems to have taken an enormous step backwards.

As of now, determining success or failure of any project with OIT depends solely and exclusively on the OIT employee to whom it is assigned. In most cases, Agency IT representatives will bypass normal OIT procedures (contacting the help desk, etc.) and will reach out toemployees that they know can do the job efficiently. These people are aware that they are bypassing protocol, but do so because they need to look out for their Agency interests above standard procedures. While it is hoped that OIT will continue to improve the quality,quantity, and caliber of services and products offered, it may take some time for Agency opinions to change to more positive outlooks. Additionally, improving overall customer relationships should not rely upon which advocate is assigned.

Sheldon Jeames has done the IT system work for my agency since before 1996 and has ALWAYS delivered his best effort pleasantly and professionally, and I have the upmost confidence in him and his work.

Please see my notes from the first screen.

none

Anonymous FeedbackState Of


140

Alabama Board for RegisteredInterior Designers

SATISFACTION

100%50% 80%

#1 Service Desk

Alabama Tax Tribunal

SATISFACTION

100%60% 100%

#1 Service Desk

Architect Registration Board

SATISFACTION

100%50% 100%

#1 Business Solutions: Custom AppDevelopment/Web Apps

Choctawhatchee, Pea and YellowRivers Watershed...

SATISFACTION

100%50% 90%

#1 Infrastructure

Manufactured HousingCommission

SATISFACTION

100%50% 50%

#1 Infrastructure

Public Defender's Office

SATISFACTION

100%20% 50%

#1 Infrastructure

Serve Alabama

SATISFACTION

100%50% 80%

#1 Service Desk

State Auditor's Office

SATISFACTION

100%60% 70%

#1 Business Solutions: Disaster Recovery/Backups

State Docks

SATISFACTION

100%10% 10%

#1 IT Policies

Children's Trust Fund

SATISFACTION

90%50% 90%

#1 IT Work Orders

Governor's Council on PhysicalFitness

SATISFACTION

90%30% 90%

#1 Technology Tools/Applications

Psychology Board

SATISFACTION

90%70% 80%


Nursing Board

SATISFACTION

85%50% 90%


ADECA - Economic andCommunity Affairs

SATISFACTION

80%70% 70%

#1 IT Work Orders

Agriculture - Farmers MarketAuthority

SATISFACTION

80%50% 90%

#1 Infrastructure

Satisfaction by DepartmentState Of


141

Assisted Living AdministratorsBoard

SATISFACTION

80%60% 80%

#1 IT Work Orders

Chiropractic Examiners Board

SATISFACTION

80%50% 100%


Department of Finance

SATISFACTION

80%50% 100%

#1 Infrastructure

Finance

SATISFACTION

80%50% 70%

#1 Infrastructure

Finance - Office of IndigentDefense

SATISFACTION

80%60% 100%

#1 Cybersecurity

General Contractors LicensingBoard

SATISFACTION

80%50% 60%

#1 IT Policies

Historic Commission

SATISFACTION

80%70% 100%

#1 Infrastructure

Judicial Inquiry Commission

SATISFACTION

80%50% 80%

#1 Cybersecurity

Nursing Home AdministratorsExaminers Board

SATISFACTION

80%50% 70%

#1 Cybersecurity

Occupational Therapy Board

SATISFACTION

80%20% 100%

#1 Voice Communication

Office of Indigent DefenseServices

SATISFACTION

80%90% 100%

#1 Cybersecurity

Public Accountancy Board

SATISFACTION

80%100% 100%


Senior Services

SATISFACTION

80%40% 50%

#1 Cybersecurity

Banking Department

SATISFACTION

70%70% 80%

#1 IT Policies

Corrections

SATISFACTION

70%65% 80%

#1 Cybersecurity



142

Credit Union Administration

SATISFACTION

70%10% 100%

#1 Requirements Gathering

Crime Victims CompensationCommission

SATISFACTION

70%50% 80%

#1 Cybersecurity

Department of Commerce

SATISFACTION

70%65% 75%

#1 IT Work Orders

Department of Insurance

SATISFACTION

70%60% 75%

#1 Cybersecurity

Department of Revenue

SATISFACTION

70%60% 90%

#1 Infrastructure

Finance - Comptroller's Office

SATISFACTION

70%70% 100%

#1 Infrastructure

Mental Health

SATISFACTION

70%60% 100%


Prosthetists and Orthotists Board

SATISFACTION

70%50% 90%

#1 IT Work Orders

Public Library Service

SATISFACTION

70%50% 40%

#1 Cybersecurity

Tourism & Travel

SATISFACTION

70%70% 70%

#1 IT Work Orders

Examiners of Public Accounts

SATISFACTION

65%75% 80%

#1 Cybersecurity

Youth Services

SATISFACTION

65%65% 75%

#1 Infrastructure

Alcoholic Beverage Control Board

SATISFACTION

60%70% 30%

#1 IT Innovation Leadership

Department of Education

SATISFACTION

60%50% 30%

#1 IT Policies

Finance - Building Commission

SATISFACTION

60%70% 80%

#1 Infrastructure



143

Finance - Legal

SATISFACTION

60%40% 90%


Forensic Sciences

SATISFACTION

60%50% 70%

#1 IT Work Orders

Physical Fitness Commission

SATISFACTION

60%50% 80%

#1 IT Projects

Post Secondary Education

SATISFACTION

60%30% 20%


Public Service Commission

SATISFACTION

60%60% 60%

#1 Infrastructure

Veterans Affairs

SATISFACTION

60%50% 90%

#1 Infrastructure

Cosmetology Board

SATISFACTION

50%50% 100%

#1 Infrastructure

Emergency Management Agency

SATISFACTION

50%50% 10%

#1 Infrastructure

Engineers & Land Surveyors Board

SATISFACTION

50%50% 80%

#1 Cybersecurity

Governors Office on Disability

SATISFACTION

50%80% 90%


Historical Commission

SATISFACTION

50%60% 80%


Human Resources

SATISFACTION

50%50% 80%

#1 IT Policies

Onsite Wasterwater Board

SATISFACTION

50%50% 90%


Personnel

SATISFACTION

50%80% 70%

#1 Service Desk

Public Health

SATISFACTION

50%40% 60%

#1 Service Desk



144

Real Estate Appraisers Board

SATISFACTION

50%50% 100%

#1 IT Work Orders

Real Estate Commission

SATISFACTION

50%80% 80%

#1 Cybersecurity

State Health Planning andDevelopment Agency (...

SATISFACTION

50%70% 80%

#1 IT Work Orders

Rehabilitation Services

SATISFACTION

45%55% 65%

#1 Infrastructure

Alabama Supercomputer Authority

SATISFACTION

40%50% 70%

#1 Service Desk

Archives & History

SATISFACTION

40%40% 80%

#1 Cybersecurity

Attorney General's Office

SATISFACTION

40%75% 70%

#1 Cybersecurity

Conservation & Natural Resources

SATISFACTION

40%10% 80%

#1 Infrastructure

Insurance Department

SATISFACTION

40%20% 30%

#1 IT Projects

Peace Officers Annuity Fund

SATISFACTION

40%80% 90%

#1 IT Policies

Personnel Department

SATISFACTION

40%50% 100%

#1 Infrastructure

Secretary of State

SATISFACTION

40%70% 70%

#1 Cybersecurity

Early Childhood Education

SATISFACTION

30%80% 90%

#1 Cybersecurity

Finance - Risk Management

SATISFACTION

30%50% 70%

#1 Cybersecurity

Forestry Commission

SATISFACTION

30%70% 70%

#1 Infrastructure



145

Law Enforcement Agency

SATISFACTION

30%50% 60%

#1 Cybersecurity

Medicaid Agency

SATISFACTION

30%80% 90%

#1 Infrastructure

Securities Commission

SATISFACTION

30%40% 80%


Home Builders Licensure Board

SATISFACTION

20%80% 70%

#1 Infrastructure

Treasury Department

SATISFACTION

20%50% 50%

#1 IT Innovation Leadership



146

Department Service Gap Score Rank

Credit Union Administration 1

Real Estate Commission 5

Insurance Department 6

Medicaid Agency 9

Personnel 8

Onsite Wasterwater Board 6

Finance - Risk Management 9

Law Enforcement Agency 9

Treasury Department 9

State Auditor's Office 9

Department of Education 12

Public Defender's Office 12

Archives & History 12

Personnel Department 12

Emergency Management Agency 12

Public Library Service 12

Cosmetology Board 9

Alabama Supercomputer Authority 10

State Docks 12

Banking Department 9

Finance 3

Peace Officers Annuity Fund 6

Securities Commission 10

Forensic Sciences 7

Attorney General's Office 10

Home Builders Licensure Board 12

Assisted Living Administrators Board 5

Conservation & Natural Resources 11

Alabama Board for Registered Interior Designers 10

Alabama Tax Tribunal 8

Governors Office on Disability 8

Youth Services 9

Agriculture - Farmers Market Authority 12

Children's Trust Fund 6

Secretary of State 11

Service Gap ScoreSatisfaction - Importance < 0

When importance outweighs satisfaction,departments are being under-serviced. The largerthe gap, the greater the difference betweensatisfaction and importance. Aim to close servicegaps to increase the effectiveness in thesedepartments.

Service Gap ScoreSatisfaction - Importance > 0

When satisfaction outweighs importance,departments are satisfied with this specific coreservice relative to the importance ranking. Theremay be room to reallocate resources, but be sure tomaintain high satisfaction and improve medium tolow satisfaction in the long-term.

# Highest ImportanceIndicates that this core service was ranked between1st and 4th most important for the department.

# Medium ImportanceIndicates that this core service was ranked between5th and 9th most important for the department.

# Low ImportanceIndicates that this core service was ranked between10th and 12th most important for the department.

Requirements Gathering (Service Gap Score)The following charts rank departments from underserved to over served for this core service. This chart allows you to see the spread of satisfaction and the Service Gap for each department related to this core service so you can make a informed decision on aligningresources.

Requirements Gathering by Department SummaryState Of


147


Early Childhood Education 11

Examiners of Public Accounts 11

Public Health 10

Chiropractic Examiners Board 9

General Contractors Licensing Board 9

Department of Insurance 10

Nursing Home Administrators Examiners Board 10

Prosthetists and Orthotists Board 10

Tourism & Travel 10

Forestry Commission 9

Nursing Board 10

Rehabilitation Services 12

Corrections 12

Human Resources 12

Finance - Office of Indigent Defense 11

Public Service Commission 11

Post Secondary Education 11

Historic Commission 9

Finance - Comptroller's Office 7

State Health Planning and Development Agency (... 12

Office of Indigent Defense Services 12

Physical Fitness Commission 12

Manufactured Housing Commission 12

Engineers & Land Surveyors Board 12

Veterans Affairs 11

Occupational Therapy Board 10

Crime Victims Compensation Commission 11

Serve Alabama 10

Public Accountancy Board 9

Choctawhatchee, Pea and Yellow Rivers Watershed... 8

Department of Revenue 12

Department of Commerce 12

Finance - Building Commission 12

Judicial Inquiry Commission 11

Alcoholic Beverage Control Board 11











148


Historical Commission 11

Senior Services 11

ADECA - Economic and CommunityAffairs 10

Architect Registration Board 9

Real Estate Appraisers Board 12

Finance - Legal 12

Psychology Board 11

Mental Health 12

Department of Finance 12

Governor's Council on PhysicalFitness 11











149













Veterans Affairs 2

Governor's Council on Physical Fitness 1




Forensic Sciences 5







State Docks 6


Public Health 7

Medicaid Agency 6



Psychology Board 4













Technology Tools/Applications (Service Gap Score)The following charts rank departments from underserved to over served for this core service. This chart allows you to see the spread of satisfaction and the Service Gap for each department related to this core service so you can make a informed decision on aligningresources.

Technology Tools/Applications by DepartmentSummary

State Of


150


Finance - Legal 8

Youth Services 8


Personnel 6


Serve Alabama 5

Mental Health 5






Human Resources 6



Nursing Board 6

ADECA - Economic and Community Affairs 6


Corrections 8




Cosmetology Board 12

Tourism & Travel 9









Senior Services 9












State Of


151






Nursing Home AdministratorsExaminers Board 11




Finance 12











State Of


152




Veterans Affairs 4



















Nursing Board 3





Youth Services 3

Corrections 1




Human Resources 3



Senior Services 1








Cybersecurity (Service Gap Score)The following charts rank departments from underserved to over served for this core service. This chart allows you to see the spread of satisfaction and the Service Gap for each department related to this core service so you can make a informed decision on aligningresources.

Cybersecurity by Department SummaryState Of


153






Forensic Sciences 8









Serve Alabama 4


Medicaid Agency 2


Personnel 5



Public Health 2



Cosmetology Board 4


Tourism & Travel 6


State Docks 2

Mental Health 2


Finance - Legal 6



Finance 4












154









Psychology Board 10


Choctawhatchee, Pea and YellowRivers Watershed... 11











155



Medicaid Agency 3









Personnel 3











Psychology Board 2


Mental Health 1

Finance - Legal 1



Finance 2















Business Solutions: Disaster Recovery/Backups (Service Gap Score)The following charts rank departments from underserved to over served for this core service. This chart allows you to see the spread of satisfaction and the Service Gap for each department related to this core service so you can make a informed decision on aligningresources.

Business Solutions: Disaster Recovery/Backups byDepartment Summary

State Of


156


State Docks 5






Cosmetology Board 5


Senior Services 3


Human Resources 7




Nursing Board 6

Tourism & Travel 3





Youth Services 5

Corrections 4








Serve Alabama 6















State Of


157





Public Health 12


Veterans Affairs 8


Alabama Board for RegisteredInterior Designers 12

Forensic Sciences 10











State Of


158





Psychology Board 1



Nursing Board 1

Public Health 6













Corrections 11




Human Resources 7

State Docks 9

Mental Health 11

Personnel 10





Cosmetology Board 6

Forensic Sciences 4









Business Solutions: Custom App Development/Web Apps (Service Gap Score)The following charts rank departments from underserved to over served for this core service. This chart allows you to see the spread of satisfaction and the Service Gap for each department related to this core service so you can make a informed decision on aligningresources.

Business Solutions: Custom App Development/WebApps by Department Summary

State Of


159





Senior Services 7













Medicaid Agency 10

















Serve Alabama 12











State Of


160


Finance 11

Finance - Legal 9

Youth Services 12

Tourism & Travel 12





Veterans Affairs 10











State Of


161



Personnel 2



Psychology Board 3

















Medicaid Agency 4









Youth Services 7












Voice Communication (Service Gap Score)The following charts rank departments from underserved to over served for this core service. This chart allows you to see the spread of satisfaction and the Service Gap for each department related to this core service so you can make a informed decision on aligningresources.

Voice Communication by Department SummaryState Of


162






State Docks 7



Public Health 8




Veterans Affairs 3





Tourism & Travel 6





Corrections 4


Finance - Legal 5




Cosmetology Board 8

Mental Health 6






Human Resources 7











163





Nursing Board 11


Serve Alabama 8

Senior Services 10

Finance 9













164

















Medicaid Agency 11

Nursing Board 3










Corrections 2



Human Resources 11

Personnel 7

Veterans Affairs 12



Forensic Sciences 6








IT Innovation Leadership (Service Gap Score)The following charts rank departments from underserved to over served for this core service. This chart allows you to see the spread of satisfaction and the Service Gap for each department related to this core service so you can make a informed decision on aligningresources.

IT Innovation Leadership by Department SummaryState Of


165




Youth Services 5







State Docks 3

Tourism & Travel 4











Senior Services 6




Public Health 11





Mental Health 10

Psychology Board 9














166




Finance 10

Serve Alabama 9




Finance - Legal 11













167








Medicaid Agency 1







Mental Health 4


Cosmetology Board 1






Forensic Sciences 3



Finance - Legal 3


Finance 1







Human Resources 2









Infrastructure (Service Gap Score)The following charts rank departments from underserved to over served for this core service. This chart allows you to see the spread of satisfaction and the Service Gap for each department related to this core service so you can make a informed decision on aligningresources.

Infrastructure by Department SummaryState Of


168


Youth Services 1





Personnel 4

Public Health 4







Veterans Affairs 1




Corrections 2









State Docks 4



Senior Services 5


Tourism & Travel 6

Nursing Board 1

Serve Alabama 3












169








Psychology Board 7














170




Public Health 3










Nursing Board 5










Cosmetology Board 7




Human Resources 10

State Docks 8

Mental Health 8

Medicaid Agency 12

Personnel 9


Finance 8

Finance - Legal 10









IT Projects (Service Gap Score)The following charts rank departments from underserved to over served for this core service. This chart allows you to see the spread of satisfaction and the Service Gap for each department related to this core service so you can make a informed decision on aligningresources.

IT Projects by Department SummaryState Of


171








Corrections 6









Tourism & Travel 10

Youth Services 10






Veterans Affairs 9

Psychology Board 8






















172


Crime Victims CompensationCommission 12



Senior Services 12





Serve Alabama 11












173











Medicaid Agency 5


Human Resources 4




Finance - Legal 4


Forensic Sciences 2



Personnel 1





Youth Services 2

Mental Health 3



Senior Services 2




Tourism & Travel 2









Service Desk (Service Gap Score)The following charts rank departments from underserved to over served for this core service. This chart allows you to see the spread of satisfaction and the Service Gap for each department related to this core service so you can make a informed decision on aligningresources.

Service Desk by Department SummaryState Of


174



Cosmetology Board 2







Serve Alabama 1

State Docks 10

Public Health 1













Finance 5









Psychology Board 6













175


Corrections 8



Veterans Affairs 5





Nursing Board 9












176








Public Health 5






Forensic Sciences 1

Finance - Legal 2


Tourism & Travel 1







Youth Services 3

Medicaid Agency 8









State Docks 11

Mental Health 9









IT Work Orders (Service Gap Score)The following charts rank departments from underserved to over served for this core service. This chart allows you to see the spread of satisfaction and the Service Gap for each department related to this core service so you can make a informed decision on aligningresources.

IT Work Orders by Department SummaryState Of


177


Human Resources 5



Senior Services 4





Serve Alabama 2



Cosmetology Board 3

Psychology Board 5











Veterans Affairs 6




Corrections 10




Finance 7














178



Personnel 11

Crime Victims CompensationCommission 9





Nursing Board 12













179







Human Resources 1


















State Docks 1









Tourism & Travel 5


Personnel 12








IT Policies (Service Gap Score)The following charts rank departments from underserved to over served for this core service. This chart allows you to see the spread of satisfaction and the Service Gap for each department related to this core service so you can make a informed decision on aligningresources.

IT Policies by Department SummaryState Of


180






Medicaid Agency 7

Veterans Affairs 7

Corrections 6



Nursing Board 8




Forensic Sciences 9



Public Health 9


Serve Alabama 7

Finance - Legal 7

Finance 6




Senior Services 8


Youth Services 10

Mental Health 7


















181






Psychology Board 12
















182

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