Federal 100 winner: Philip Klokis
Director of the Office of Enterprise Infrastructure
General Services Administration
Klokis assumed responsibility for GSA’s IT Infrastructure Technology Global Operations (GITGO) program, which consolidates information technology services and technologies across the agency, at a time when user satisfaction was low and contractors were not meeting performance metrics. He faced a legacy of unsuccessful attempts to centralize IT services that had strengthened agency employees' resistance to change.
Klokis established a national centralized support organization that combined 12 regions and more than 190 employees. Additionally, Klokis and his team implemented a service portal to improve service desk efficiency and established an IT knowledge repository so help-desk staff members can have access to proven solutions. Since he undertook the project, GITGO's user satisfaction has risen to 90 percent, and infrastructure availability improved by 25 percent between fiscal 2007 and 2008, to 99.72 percent.
Moving to a centrally managed model was a major culture shift for GSA, noted Casey Coleman, GSA’s chief information officer. “Under Phil’s leadership the program has been successful,” she said, making it easier for GSA to execute governmentwide mandates.