January 2013

In This Issue

  • 2013 Education Conference Update
  • TML Affiliate Announcement
  • Emeritus Membership
  • IT Leadership Retreat
  • Listserv Access
  • The "Spotlight"

TAGITM Conference
April 22-25, 2013
South Padre Island


The TAGITM Nominations Committee is now accepting nominations for the 2013 - 2014 TAGITM Board. Nominations are being accepted for President, Vice President, and Secretary/Treasurer. If you would like to nominate someone for the Board please send their name and position to info@tagitm.org.

"Don't judge each day by the harvest you reap, but by the seeds that you plant."

- Robert Louis Stevenson

News Feed Provides Easy Access to Tech News

The TAGITM home page has several technology news feeds on the latest in technology news. Visit www.tagitm.org to find the latest technology stories to help stay current with breaking stories. If you know of a great news feed we can incorporate into the website, please let us know by emailing website@tagitm.org.



2013 Education Conference Update

The TAGITM 35th Annual Education Conference will be held April 22 - 25, 2013 at the Pearl Hotel and South Padre Island Convention Center in South Padre Island, Texas. Please note this year's conference will be held Monday - Thursday. Conference activities will be held at both the Pearl Hotel and the SPI Convention center which are located about 4 miles apart.

The conference will kick off with an additional education session on Monday, April 22 with a hosted round table from 2 - 5 pm at the Pearl Hotel followed by the president's reception. This year's agenda features session on BYOD and Mobile Device Management, Advanced Authentication, Windows 8, VDI and Office 365. Back by popular demand - the sandcastle team building activity will be held Tuesday, April 23.

TAGITM Becomes Texas Municipal League Affiliate

In November, Gus Roman, TAGITM President announced that the Texas Municipal League (TML) unanimously approved TAGITM's application to become an official Affiliate of their organization. Gus stated that Bennett Sandlin, TML's Executive Director, was very complimentary of TAGITM and went as far as to say that "TAGITM and its membership will bring more to TML than TML can possibly bring to TAGITM.”

As one of the 21 TML Affiliates, TAGITM is joining a very select and diverse group of professional disciplines encompassing 1,100+ government agencies that includes over 16,000 mayors, council members, managers, attorneys, and department heads that by virtue of their cities participation are official members of the League. The potential to increase TAGITM's membership numbers is enormous!

TAGITM Emeritus Membership

At the Annual Conference in May 2012, the membership approved a change to the TAGITM Bylaws to allow for Emeritus Membership for those individuals who have demonstrated distinguished service to TAGITM. The Bylaw provision reads:

"We so intend to extend Emeritus membership status to individuals who have distinguished his/herself through service to the Association. Recommendations may be received from a voting member in good standing. The Executive board will approve/reject all nominations. Approved Emeritus members may attend the annual TAGITM conference as a non-voting member. Other membership benefits will be conferred by board policy.”

Two past TAGITM members were nominated by members and approved by the Executive Board for Emeritus Membership. Nancy Bauer and Gary Rose are the first TAGITM Emeritus Members. Congratulations!!!

IT Leadership Retreat

The first joint event between TAGITM and TASSCC was held in October 2012. The IT Leadership Retreat was a big success and attendees spent their time, honing their leadership skills, networking with other IT Leaders from across the state and learning about the challenges faced by organizations each day. The attendees who responded to the survey about the event all indicated the ITLR was valuable to them and would attend this event again in the future. Here’s some of the things TAGITM members liked best about the event:

  • Meeting TASSCC Members
  • Networking; great tools to take back
  • The exercises
  • The ability to talk to my peers about our issues

Planning is underway for a similar event in 2013 so watch the TAGITM website for more details.

Adding a New Agency Representative to the Website or Listserv

With your TAGITM organization membership, you may have as many Agency Representatives with access to the TAGITM Website and Listserv as you needed to represent your organization. To add a representative from your agency to the Listserv, send the person's name and email address to info@tagitm.org. TAGITM will send that person an invitation to establish a membership profile as an Agency Representative. Once the profile has been established, TAGITM will add the person to the TAGITM Listserv. The representative will receive an email confirming their profile has been established and also an emailing announcing they have been added to the Listserv. If they do not receive both of these emails within 2 business days, they should contact TAGITM at info@tagitm.org. Please note: Listserv access is limited to Agency Members and Representatives. You may also reference the TAGITM Website and Listserv FAQs.

Organization in The Spotlight

Organization Name: City of Carrollton

Number of IT Workers in the Organization: 25-30

Significant Technology Achievements: Help Desk

  1. IT Help Desk tickets are received by email, Intranet online portal, Help Desk counter walk up, phone call or voice mail. We also receive some via Instant Messaging. These tickets are categorized as incidents, service requests or projects with service levels that vary by priority level.
  2. After normal business hours, phone callers are given the option to leave a voice message for next day follow up or to be transferred to live offsite support personnel who have received on-site City of Carrollton specific training. This is not limited to emergencies, as we have many operations that work shifts and need routine help during their "normal” business hours.
  3. An email message confirmation receipt with an original priority level and a link to our Intranet portal to view ongoing ticket activity is sent to the end user.
  4. An IT Help Desk ticket assignment can be acknowledged by IT Staff on local desktops or remotely via smart phones.
  5. IT Help Desk tickets maybe be assigned to more than one person when multiple areas of job expertise are needed from different staffers.
  6. After ticket assignment acceptance, an acknowledgement message including the assignee’s name is emailed to the customer.
  7. Automatic reminders are sent to IT staff with ticket assignments if update comments are not posted as expected.
  8. As mentioned in item 3 above, our customers have access to an Intranet portal to view their active and inactive tickets which includes the technician’s status and related notes.
  9. After all assignments are closed on a ticket, a closure notice is sent to the customer.
  10. Soon after the closure notice is sent a simple satisfaction poll is sent with options of yes or no, or it can be deleted without a response. There is a field for optional comments if the customer desires. Poll responses are not anonymous. They are taken seriously and have proven to be tremendously helpful.
  11. The IT Department supervisors and managers meet each weekday at 9:00 AM to review all tickets opened the day before. Once a week, any tickets older than seven days are also reviewed.
  12. Monthly activity reports that are presented by category, priority, topic, response and resolution times in comparison to service level expectations are provided.
  13. Tips-of-the-week messages are sent with an opt-out option if desired. These have been overwhelming popular, probably due to the humorous and self-deprecating tone, as well as the timely and helpful information.
  14. The IT Help Desk configurations and procedures are continuously revised and refined by being adjusted in reaction to changing business needs, effectiveness and user feedback. What you are reading now is likely somewhat already out of date.

Plans for Future Technology Initiatives: Installingan800MHz radio system for four cities to share.

Most Challenging Project: Mobile Data Services for Public Safety

Most Rewarding Project: Conversion from a voice and data wired to a wireless Wide Area Network

What is Most Valuable About Being a TAGITM Member: One of the most important, if not the most important, benefits of TAGITM is the sharing of ideas and experiences.


Texas Association of Governmental Information Technology Managers
P. O. Box 200363, Austin, Texas 78720