1. Customer satisfaction enhancement plan N. Jerry Simonoff Director, IT Investment & Enterprise Solutions CIO-CAO Communications Exchange Meeting December 9, 2008 www.vita.virginia.gov expect the best 1

2. Four Phases in Program • Customer Insight SurveyTo collect and understand customer views regarding VITA’s services (April 2008) • Customer Root Cause SessionsTo understand root causes of customer sentiment (August 2008) • Customer Action Plan WorkshopTo develop a portfolio of ideas that will enhance customer satisfaction (September 2008) • Customer Satisfaction Enhancement ReportTo deliver an actionable plan that will guide VITA’s customer satisfaction efforts in the near, mid and long-term (October 2008)