VITA got high marks from the state agencies for enabling them and their employees to operate remotely after the governor declared the public health emergency on March 12, according to a new report by the Joint Legislative Audit and Review Commission, which had been sharply critical of the IT agency a year earlier.
JLARC said last week that VITA had completed the transition to the new multi-vendor system after numerous delays and had provided “critical assistance” to state agencies to operate during the pandemic by expanding remote access by employees to agency computer networks, distributing an additional 2,700 laptop computers and boosting the staffing of its service desk.
“All the chips were down and you need your partners to execute, and we executed very well,” Ozovek said in an interview on Friday.
In a survey of state agencies, JLARC said more than 75 were satisfied with VITA’s help during the pandemic. However, separate surveys show that the IT agency needs to improve its focus on customer service, said JLARC, which estimated that 60% of state agencies were dissatisfied with VITA service and remain concerned about long delays in resolving outages and other service problems.
With VITA operations stable under the new business model, Ozovek said the agency is moving aggressively to improve its relationship with government customers, not only for traditional utility telecommunications services, but by offering new technologies to improve the way they operate and save them money.