BILLERICA, Mass. — August 12, 2004 — Getronics North America today announced that its work with the State of Georgia Department of Human Resources (DHR) to serve the citizens of Georgia through the use of responsive and economical information technology systems will continue for up to five more years.
Under a new contract signed last month, Getronics engineers will once again provide first-level managed service desk support for all the network services and desktop applications used by more than 17,500 employees of the DHR to deliver the state’s essential public health and human services. With over 700 field offices supplying clients with essentials like food, medicine, and shelter, the DHR operates one of the largest computing environments in Georgia.
Since 1998, when Getronics initiated managed service desk operations for the DHR, the record of first-call resolutions by Getronics has exceeded 85%. This performance has enabled the state to save significantly on expenses by avoiding the need to dispatch a field engineer in most instances. Technical assistance requests from department employees average 5,000 per month. Problems that cannot be resolved immediately by Getronics support experts are referred to DHR for an onsite visit.
The new contract includes additional remote, automated Getronics offerings that will bring the DHR further savings in time and expenses. These include automated password reset, self-service modules, and IT asset tracking.
“We’re very glad to have consistency of service delivery across our entire department. Getronics has been with us for several years. They know our business very well and have brought us that consistency,” said Bill Ward, operations director at the DHR Office of Information Technology. “Getronics has also demonstrated that they can move up a level or two with the additional services they’ll be bringing us under the new contract.”
“Our partnership with Georgia DHR is a great example of the benefits that outsourcing of IT services can bring to agencies of state government,” commented Steve Sullivan, president of Getronics North America IT Sourcing Services. “Getronics serves as the single point of contact for all the network and desktop computing issues related to the delivery of critical human services. Employees of the DHR can concentrate on delivering those services and leave the resolution of IT questions to us and the DHR technical field professionals. We’re looking forward to finding additional ways to resolve the department’s problems even faster and to save Georgia’s taxpayers even more on IT support expenses.”
About Getronics
With approximately 22,000 employees in over 30 countries and ongoing revenues of EUR 2.6 billion in 2003, Getronics is one of the world's leading providers of vendor-independent Information and Communication Technology (ICT) solutions and services. Getronics today combines the capabilities of the original Dutch company with those of Wang Global, acquired in 1999, and of the systems and services division of Olivetti. Getronics is ranked second worldwide in network and desktop outsourcing and fourth worldwide in network consulting and integration (Source: IDC 2002-2003).
Getronics designs, integrates and manages ICT infrastructures and business solutions for many of the world's largest global and local companies and organizations, helping them maximize the value of their information technology investments. Getronics’ headquarters are in Amsterdam, with regional offices in Boston and Singapore. Getronics’ shares are traded on Euronext Amsterdam (‘GTN’). For further information, visit www.getronics.com/us.