RD113 - Actions Undertaken to Improve Operational Effectiveness and Efficiency in FY 2011


Executive Summary:
As described in this report, during FY 2011 VITA made several changes intended to improve its internal operations, and therefore provide improved service to its customer agencies. These include:

• Operational improvements to provide additional network monitoring and data recovery capabilities, adopted as part of the Northrop Grumman post-audit agreement following the service outage in August 2010.

• Revision of VITA’s internal service fund rate structure, which has reduced the operating deficit and increased the transparency of information technology (IT) service rates.

• Staffing reductions and reorganizations, which are designed to better manage VITA’s human resources in response to budget cuts but which are also hindering our ability to perform key functions.

• Enhancements to customer service and oversight via improvements to two ordering processes.

• Adoption of an online IT service catalog to improve access to information and simplify the work request process.

• Revisions to the procurement process which simplify the ordering of IT goods and services, while increasing oversight by reviewing IT orders not previously routed to VITA for processing.

• Implementation of a new project management model, as mandated by the 2010 General Assembly, which will better align project risk and the amount of oversight.

• Use of new communications tools, including the use of social media, to improve communications with state agencies and other stakeholders.

• Lastly, significant progress in other areas has been made, as indicated by improved audit results, although some additional steps are needed.