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• Customer Relationship Management (CRM) Process Improvement - Customer Relationship Management (CRM) is a business discipline that requires the implementation of processes and systems that integrate customer interactions, marketing, service delivery and support.
  
  GOT formed a process improvement team which focused on GOT processes and cultural changes which will improve access and enhance the quality of service for internal (GOT), direct (agency and organizations) and indirect (citizens and business) customers of Commonwealth services. The focus was on the development and implementation of customer relationship processes and practices. The team completed a present state analysis of business practices and organizational culture and developed a gap analysis. A framework for CRM and improved quality of service delivery was developed. A CRM education and training class was implemented and all GOT employees have attended this training. This initiative has produced some quick wins and identified many opportunities for process improvements.
  
  
• Knowledge Management and Document Repository Project (GOTSource.net) - The Governor's Office for Technology is actively addressing the management of information within its organization. Knowledge management is a best practice discipline used by high performance organizations. A part of knowledge management is sharing key information as a foundation to encourage collaboration and communication among GOT personnel. In addition, Knowledge Management supports a guiding principle of our Customer Relationship Management (CRM) initiative to build stronger internal relationships. GOT purchased Xerox's DocuShare a Web-based document management product to be used by GOT's workforce to encourage knowledge management efforts.
  
  
• Technology Training - The Division of Information Technology Training is responsible for coordination of enterprise-wide information technology training. During FY 01, the training division was responsible for coordinating professional development for 5,885 employees via classroom-based desktop, technical training, technology symposiums and lunch-n-learns as well as customized customer relationship management education. The division, through its KY eXCELS program, also provided Web-based training for 3,444 employees on desktop and technical training courses via two online libraries.
  
  
• Customer Service Directory - This directory Website provides an index of GOT service offerings and an interface for our customers to obtain the required information (forms, instructions, costs, etc.) to transact business with GOT.
  
  
• E-Government Consulting Services - The e-government SAS Request was developed which resulted in GOT contracting with Pricewaterhouse Coopers (PwC) to assess our preparedness, resource availability, e-government strategy and partnerships, technology infrastructure and long-term direction.
  
  
• Enterprise Educational Sessions - OPCR was responsible for developing, coordinating or delivering a number of educational sessions and executive briefings on information technology topics. These sessions addressed timely and important topics such as e-government, the privacy imperative, advanced networking, customer relationship management, security for e-government services, the digital divide, wireless stragegies and emerging technologies.
  
  
• Master Business Agreement - GOT is implementing Service Level Management practices throughout all of GOT. The Master Business Agreement (MBA) establishes the overarching guidelines for conducting business between GOT and the customer. In general, the guidelines established in the MBA will govern the development of service level agreements. These guidelines will define criteria such as what service areas will be managed, what business areas will require services, the roles and responsibilities for service level management, issue resolution management, how services will be billed and primary communication channels.
  
  
• Support for Contract Development: Interactive Voice Response (IVR) Contract - This contract was established to provide consulting, development, implementation and operations support services; hosting and interactive database facility for customer updates and/or agency inquiry within the vendor's processing/data centers; payment processing (credit card and/or electronic funds transfer); and real-time IVR interfaces that can update databases hosted by GOT or a state agency. Desktop Purchase Award - This contract was established for the procurement of hardware and peripherals. It includes both Value Added Reseller (VAR) and Original Equipment Manufacturer (OEM).