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December 2021 Newsletter

Our customers speak; IOT continues to deliver exemplary service

IOT recently concluded its Customer Satisfaction Surveys sent to those who have communicated with IOT in the last 12 months by opening a customer service ticket. In total, surveys were issued to more than 20,000 users.

Surveys went out asking to describe the staff at IOT, how helpful the support team was in resolving issues and the satisfaction customers had with their interaction with IOT.

Results show that customer satisfaction with IOT was at 98.31%, an increase compared with our previous survey.

Additionally, the total satisfaction with IOT employees was significantly higher at a 98.98% satisfaction rate, and almost a 100% satisfaction rate for professionalism.

Why it matters: Our goal is to be the gold-standard of customer service and to provide an experience that exceeds the customer’s expectations. We will continue to provide next level customer service, and we appreciate choosing to use IOT as your technology vendor.

We thank you for your participation in the survey and will continue to help you resolve any issues you have!


Indiana GIS community receives an "A for geospatial initiatives

GIS LogoThe Indiana GIO team recently received an "A" from the Geospatial Maturity Assessment, which provides National States Geographic Information Council (NSGIC) members with a summary of geospatial initiatives, capabilities, and issues within and across state governments.

Indiana was the ONLY state that received an A.

This information is intended to assist state governments with setting goals, identifying peer states for collaboration, identifying areas requiring attention, and connecting with opportunities and resources. Completing the GMA also offers state governments a chance to reflect on their geospatial strategy, operations, and progress.

The assessment is performed every two years. The current assessment results were obtained in the second half of 2021.

Great work GIS community!


2021 End-of-year stats

The Office of Technology continues to focus on providing services and value to all of our customers.

For the past few years, we have reviewed some annual usage numbers of IOT services. Below you will see just how much difference a year makes, including a middle year of a pandemic.

Do you need help getting started with or have any questions about an IOT service? Submit a ticket on the ASM Self-Service Portal.

stats


IOT sets migrations for state employees

The Indiana Office of Technology (IOT) is changing the security to state employees’ accounts. This means that the extra verification step used to login to Office 365, for example, is changing.

What you should look for: You should have seen an email in your inbox stating: ACTION REQUIRED: Register Now for Multi-Factor Authentication. This is not a spam email - you MUST complete the sign-up process using the existing credentials (username and password) that you use to login today. The instructions will be included in the email sent out.

After you register, you will be able to add a safe and secure two-step verification method for your online credentials using either a phone call or a mobile authenticator app on your smart phone.

Learn more: https://www.in.gov/iot/customer-service/myshareingov/multi-factor-authentication/

What else is new: IOT is also in the process of removing McAfee products from all computers and replacing them with alternate solutions.

You may have received an email stating that your computer has been unencrypted with McAfee and re-encrypted with Bitlocker.

This is being done due to better integration with Microsoft OS. Replacing other McAfee products is continuing in 2022.


IN-ISAC team to host second Cybersecurity Town Hall

The Indiana Information Sharing and Analysis Center (IN-ISAC) is once again hosting a Cybersecurity Town Hall for local public officials and their employees.

During this event, the Multi-State Information Sharing and Analysis Center (MS-ISAC) will discuss their history, no fee and low-cost services. The IN-ISAC team will also be providing a brief overview of HEA 1169 submissions for 2021.

Why it matters: The state is working more closely with local government to protect all Hoosier data. The first event was focused on Cybersecurity insurance and the next steps for local communities.

After a great turnout from the first event back in November, the IN-ISAC team will reach out to local governments each month to continue hosting town halls with new topics.


We are IOT

Over the whole month of December, the Office of Technology gathered donations for the Children’s Bureau and their many children and families in need.

Staff was asked to bring in a number of items, including hygiene products, clothing, and toys and games. The team went above and beyond and covered everything on the provided list.

Representatives from the Children’s Bureau came to pick up the three big boxes of donations right before Christmas.

group

From left (standing): Nicole Cloyd, Kevin Wilson, Amanda O'Daniel, Graig Lubsen, Elisa Phillips, Eddye Freeman, Erika Glover and Kelly Kuebel

From left (kneeling): Adam Servies, Bob Clarke, Joe Trentadue, Robert Gray, John Baker and Chris Henderson


Behind the Tech: Lisa Pratt

Lisa Pratt

Lisa Pratt is an Agency Liaison/Business Relationship Manager who meets monthly with representatives from agencies to review their bills, monthly reports, escalate tickets and talk about how IOT can help them or improve their experience.

What does an average day look like for Lisa?

My day usually includes scheduling and attending meetings with agencies, responding to emails from those agencies and working with IOT teams to help solve concerns and issues.

What's her favorite thing about her job?

“That’s an easy question, the people. I enjoy the interaction with all the different agencies and learning what they do and how we can impact that in a positive way,” she said. “I enjoy people and when I look back on my time working for IOT, I think the people will be the important parts.”

What’s something even her co-workers don’t know about Lisa?

“I’m pretty much a supporting character, I would be a side kick not a superhero. I enjoy spending time with my family, and I sew and knit. Since the Covid-19 started, I’ve been gardening and canning to keep busy after work too.”


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