Federal 100 winner: Philip Klokis

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.

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Reader comments

Thu, Jul 19, 2012

Well, not sure where you all get 90% approval rating, when there are still so many bad connections and poor locations for server room and switches. Every IT administrator for there office should have access of his own to get to his phone closet, switch room or server room with out having to call GSA to open that room up. All server rooms and switch/phone closets should be equipped with AC to keep all units and an acceptable cooling, that runs 24/7. They may have that in Washington and high profile offices, but it certainly does not carry out to the field offices.

Fri, Dec 10, 2010

where is he from?

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