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September 2024 Connections

August 2024 IOT Customer Survey Results
Big Picture: IOT staff earned praise from other State of Indiana employees on the latest IOT customer satisfaction survey. IOT staff received scores of 99% on both friendliness and professionalism yet again.
Overall customer satisfaction with IOT was rated at 96.52%.
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.
Go deeper: IOT recently concluded its bi-annual Customer Satisfaction Survey sent to state employees who opened a ticket since January 2024. Surveys ask how helpful, knowledgeable and professional the support team was in resolving issues and how satisfied customers were with their interaction with IOT.
Some other numbers included:
  • Knowledgeable and helpful support: 98.26% and 97.44%
  • Quality customer service by IOT staff: 97.92%
  • IOT understood customer needs: 96.22%
Do you need help getting started with or have any questions about an IOT service? Submit a ticket on the ASM Self-Service Portal.
October is Cybersecurity Awareness Month

Following on the proclamation by Indiana Governor Eric Holcomb designating the month of October as “Cybersecurity Awareness Month," Indiana is continuing in its cyber readiness to keep all Hoosiers safe and secure and protect our critical infrastructure that’s essential to everyday life.

To celebrate, the Indiana Office of Technology (IOT) has created five engaging themes with new resources premiering each week on Cybersecurity Awareness topics in SuccessFactors Learning. 

In IOT's new 2024 Cybersecurity Awareness Month Toolkit, you will find fun and informative videos, and interactive games ready for self-assignment in SuccessFactors Learning. Also included are engaging and ente rtaining resources to share with your loved ones at home.

In SuccessFactors learning,

Week 1: Oct. 1-4, 2024 - Theme: Staying Secure in the Office -This theme will focus on keeping the workforce safe by reviewing cybersecurity practices in the office. See our fun and lighthearted new 7- episode series "Cybersafe in the Office" and the new 'Inside Man' Game!

Week 2: Oct. 7-11, 2024 - Theme: Using Humor in Cybersecurity Awareness - You don't usually think of humor and cybersecurity, but there are plenty of resources to engage employees, family, and friends to amuse and teach. Don't miss the entertaining 7-episode series premiere by CSEN "Cyber Security Entertainment Network Program" utilizing Emmy Award-winning writing from Saturday Night Live, with recognizable SNL on-air talent and the Danger Zone 2024 Game.

Week 3: Oct. 14-18, 2024 - Theme: Keeping Our Families Safe Online. This theme focuses on educating our families and friends who have vulnerable populations close to them - parents/grandparents and children. Don't miss the KnowBe4 Kids Activities and Games section, The Phish or Treat Game release, and the resources videos to watch with your parents and grandparents.

Week 4: Oct. 21-25, 2024 - Theme: New Weekly Idea: Mobile Device, Travel Security and Remote Work - Mobile devices are with us all the time and are just as susceptible to attack as a computer. Here, we'll look at how we can educate ourselves, our employees, and our families to stay safe using Mobile Devices, Traveling Security and Remote Work. Check out three new KnowBe4 modules discussing Mobile Work and Mobile Device Security, and the Double Trouble Trivia Awareness Game.  

Week 5: Oct. 28-31, 2024—Theme: AI and Deepfakes Awareness — Artificial Intelligence is here and can be used to make humorous videos or pictures and help with search, but cybercriminals can also use it. This week focuses on edu cating about the growing risk of AI and deep fakes. See our AI and Deepfake Awareness Program video in SuccessFactors and Hack Attack Game this week.

Find IOT's Statewide Training Resources webpage here: https://www.in.gov/iot/statewide-training-resources/. If you have any questions, please email IOT at Awarenes s@iot.IN.gov.

Contact Center team wins SIMply Excellence award

The Indiana Office of Technology’s Contact Center team was recently awarded the SIM Indy SIMply Excellence Award for their project - Genesys Cloud Deployment - Contact Center as a Service (CCaaS).

SIM Indy is the Indianapolis chapter of the Society for Information Management (SIM), a nonprofit organization that connects IT leaders in Central Indiana

The Genesys Cloud Deployment - CCaaS has revolutionized how the state is able to interact with constituents and improve operational effectiveness for IOT and our agency partners.

Contact Centers for the State of Indiana were previously hosted on Genesys Pure Connect, an on-premises platform that lacked standardization, making upgrades or changes very complex and time consuming.

The new platform will help seamlessly connect business outcomes to enhanced, multi-modal, multi-media customer experiences, such as Voice, Chat, SMS, Email, social media, and more. Because of the native ability of these platforms to integrate with other critical tools business are using today for CRM, Collaboration, Back-End business processes, Data and Analytics, and others, businesses and agencies alike can streamline delivery of their services in ways that are measurable, trackable, and highly efficient.

“We are very proud of everything that we’ve been able to accomplish,” Deputy COO Todd Baxter said.  “We’re just as excited that our approach has readied us for endless possibilities and enhancements moving forward.” 

For more than 30 years, the Indianapolis Chapter of SIM has been the meeting place for CIOs, senior IT executives, academicians, and senior business execs who play key roles in the use of IT in their organizations. Indianapolis SIM offers a collaborative exploration of best practices, trends and lessons learned for those who shape and influence the management and use of information technology.

Indiana recognized in the annual Government Experience Awards

The State of Indiana has once again been heralded as a frontrunner in digital government efficiency and innovation, securing a finalist position in the Center for Digital Government's (CDG) prestigious annual Government Experience Awards. The awards recognize the achievements of states, cities and counties that have raised the bar on the experience of government services to create a better engaged constituency and a more responsive government.

This is the 10th* consecutive year that Indiana has been recognized as a national leader in digital government – one of only two states (Utah) to obtain this achievement. Over the past year, the State improved the digital experience by being the first to launch a full-site, generative artificial intelligence chatbot covering all information available. The chatbot, still in beta development, helps site visitors more easily find information about state government without needing to know which agency provides a particular service. In the answers, the chatbot provides citations so that users can check the work and go to the source material on an agency webpage.

Additionally, led by the Indiana Office of Technology (IOT), the State improved the accessibility of nearly 500 of the most used PDFs on in.gov making them readable to everyone. Indiana continues expanding the number of services - now nearly 150 - to Hoosiers through Access Indiana, the State's single sign-on, meaning that they can get these services with one simple login.

IOT has also engaged with local governments across the state to improve their digital experience and cybersecurity. More than 100 local governments have deployed or are developing websites provided by IOT. This leads to a better and unified constituent experience across levels of government, while also saving local governments money that can be reinvested into other programs.

"We are incredibly proud to be acknowledged again by the Center for Digital Government," said Tracy Barnes, Indiana's Chief Information Officer. " This award is a reflection of our unwavering commitment to enhancing the digital experience for all Hoosiers.  Our goal remains to focus on simplifying government for citizens and employees by ensuring it is accessible, efficient, and user-friendly."

*After being named the top state in 2019, Indiana was ineligible in the 2020 competition.

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