Annual CIO Survey
As a valued partner, we ask that when you have a moment you respond to the short survey and provide your perspective on the services offered. It helps us fine-tune our relationship ensuring your agency is able to devote more of its finite resources to accomplishing its primary mission.
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In this survey you'll be asked to provide your feedback related to our performance. In each section, you'll have the opportunity to share your reactions about each tier of services we offer.
Some common definitions at the beginning will help explain some of the terminology used in each section.
SLA: Service Level Agreement
Service Level Targets:
90% of all incident 1 events within a 15 minute response, 2 hour restore
90% of all password requests within a 10 minute response, 20 minute restore
85% of all incident 2 events within a 2 hour response, 4 hour restore
85% of all incident 3 events within an 8 hour response, 7 calendar day restore
85% of all service requests within an 8 hour response, 5 business day restore
Infrastructure Services are all components needed to deliver IT Services to customers. They consist of the equipment, systems, software, and services used in common across agencies, regardless of agency, serving as the foundation upon which agency-specific systems and capabilities are built. Some examples of Infrastructure Services include internet connectivity, network services, storage services, virus protection and email services.
Shared Application Services
Shared Application Services are cost-efficient services that centralize back-office operations used by multiple agencies within the state and therefore, eliminate redundancy and deliver cost-reduced standardized and efficient services. Some examples are Payroll/Human Resources, Reporting/Business Intelligence, Financial Management and Portal Services.
Agency Services (Bespoke)
Agency Services are those which are deemed uniquely made for a specific purpose within a specified agency. These services are predominately applications developed to support the discrete business process or function unique to the agency with little applicability to another process in another agency. In some circles the term used to describe these services is “bespoke.”