Interesting times at work.
He admitted in short, "We Done Screwed up, we will make it better."
From: Chief Information Officer
Sent: Wednesday, July 12, 2017 5:17 PM
To: US GRUNTS
Subject: Announcing a New End User Support "Zone-Based" Model
Last fall, began a process to centralize IT end user support that we provide to our 120,000+ New York State employees. This resulted in a fully centralized workforce for help desk support effective in March of this year. However, feedback from our clients and our team, and our key metrics, indicated that the centralized model was not achieving the satisfaction levels we desire and our clients deserve and expect.
Today, based on our experience and the valuable feedback of our team, I am pleased to announce that we are implementing a new “zone-based” approach for deploying our people, processes and tools to better meet the needs of our client end users. This new geographic “zone-based” model places resources closer in proximity (often on-site) to the state staff we support and allows our team to be better integrated with the vital work of the people we serve.
To support the new geographic approach we have, within our End User Services team, developed a well-planned execution model that will increase the number of employees directly supporting our end users. In the coming weeks, there will be opportunities for you to apply for roles in the zones in which you are interested.
We will hold a town hall meeting for our employees in our End User Services group to discuss these plans in further detail on Tuesday, July 18, at the CNSE in Albany. For those of you who are not located in the Capital District, an interactive WebEx will be available and follow-on region-specific meetings will be scheduled. We will provide additional details on the upcoming meeting directly to End User Services staff.
I am very excited about this change. I believe it will enable our resources to be better aligned, both by geographic location and agency knowledge, with our clients we support and will significantly improve services delivered.
I would like to personally thank those team members who assisted in examining and creating this new approach. Working together, we will continue to deploy solutions and strategies that best serve our clients.
All the best,
Robert H. Samson
New York State Chief Information Officer
NYS Office of Information Technology Services