IT Unification

New Direction
ISD has embarked on an effort to shift its focus from operational
efficiencies to operational excellence. This new approach is exemplified
in the newly established values of partnerships with agencies, an
emphasis on customer service and a drive for innovative and
collaborative solutions.
We believe this shift will facilitate a fundamental change in culture of ISD
– a culture of adding value to every interaction with our agencies and
affiliates; of quickly adapting to the needs of our partners; of providing
quality, innovative and secure solutions; of ultimately transforming ISD’s
role from a regulator to that of a trusted advisor for our partners. This is
what is defined as the “Unification of IT” as opposed to merely the
“Consolidation of IT”.
ISD Evolution
AKA the “Pivot”
IT Unification
Trusted Advisor
“As far as customers are concerned you are the company. This is not a burden, but
the core of your job. You hold in your hands the power to keep customers
coming back – perhaps even to make or break the company.” Unknown
“After an incident is prioritized, the response and resolve times are tracked against
the defined service levels found online at Response
time is defined as the time between a case being logged (either by a customer
via the self service system or when a member of the Service Desk staff enters
the case into the OMES ISD system) and when an OMES ISD technician
takes ownership of the case via the CRM system. Resolve time is calculated
as the time from the case being created until the issue is resolved and the
case closed out in the CRM system.” 2014 SLA
“On July 1 2011 all appropriated and un-appropriated state agencies shall be
required to use the following information technology services and systems
operated and maintained by the Office of State Finance for all agency
functions.” HB 1304
What is IT Unification?
“A Shift in Focus from IT Operational Efficiencies to IT
Operational Excellence”
What is Important?
• Partnerships with Agencies
• Emphasis on Customer Service
• Drive for Innovative and Collaborative Solutions
Unification Approach
OMES ISD Should:
• Add value to every interaction with our agencies and
• Quickly adapt to the needs of our partners
• Provide quality, innovative and secure solutions
• Communicate meaningfully with our partners
This will allow us to ultimately transform ISD’s role from a
regulator to that of a trusted advisor for our partners.
Consolidation is a sub-set of Unification.
• Consolidation – Migration of an Agency’s IT Infrastructure
and Shared Services to the State Standards
• Integration – Using an Agency’s Existing Solutions to
Compliment the State Standards for that Agency
• Incorporation – Using an Agency’s Existing Solutions to
Replace the State Standards for All Agencies
ISD Vision
We are one, unified state IT resource – promoting
collaboration, innovation, and operational excellence while
striving to provide quality services and become trusted
advisors through strategic alliances and by contributing to
the development of a more effective government for our
ISD Mission/Values
To partner with Oklahoma State Agencies and Affiliates to
deliver quality, cost-effective and secure information
technology services.
• Drive Business Innovation Through Technology
• Promote Collaboration Across State Entities
• Utilize All Government Resources Effectively and
Contact Information
Executive Team:
Interim Chief Information Officer
Bo Reese - [email protected]
(405) 522-8855
Interim Chief Operations and Accountability Officer
Matt Singleton - [email protected]
(405) 521-4804
Chief Financial Officer
Ray Hankins - [email protected]
(405) 521-6583
Chief Security Officer
Mark Gower - [email protected]
(405) 522-4531
Deputy General Counsel
Robin Rives - [email protected]
(405) 522-0122

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