GENERAL ASSEMBLY OF NORTH CAROLINA

SESSION 1993

S	1 

SENATE BILL 323

Short Title:  GPAC/SIPS Customer Services.	(Public)
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Sponsors: Senator Martin of Guilford.
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Referred to:  Government Performance Audit.
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February 23, 1993

A BILL TO BE ENTITLED
AN ACT TO IMPLEMENT A RECOMMENDATION OF THE GOVERNMENT PERFORMANCE AUDIT COMMITTEE TO REQUIRE STATE INFORMATION PROCESSING SERVICES TO IMPROVE SERVICES TO ITS CUSTOMERS.
The General Assembly of North Carolina enacts:
Section 1.  The State Information Processing Services (hereafter referred to as "SIPS" ) shall develop a written plan for providing service to its customers that incorporates SIPS needs to be competitive in the total costs of such services to SIPS customers.  The plan shall compare SIPS service plans and capabilities with services from alternative sources of technology, such as purchase of service from commercial vendors and purchase of agency computers and networks that are smaller than mainframes.  SIPS shall present the written plan to the Information Resource Management Commission (hereafter referred to as "IRMC" ) for approval not later than September 1, 1993.
Sec. 2.  The State Information Processing Service shall develop a written plan (i) for instituting a client service management program and (ii) for instituting procedures for improving its relations with all of its customers.  SIPS shall submit the written plan to the IRMC for approval not later than September 1, 1993, and shall implement the plan upon this approval.
Sec. 3.  The State Information Processing Service shall develop specific measures of service performance that are oriented to meeting the needs of its clients and shall develop written service level agreements for committing to meet these performance standards when requested to do so by a user of SIPS services.  SIPS shall submit the measures of service performance and its plans for instituting service level agreements with clients to the IRMC for approval not later than September 1, 1993, and shall begin the service level agreement process upon approval of its plan by the IRMC. 
Sec. 4.  This act is effective upon ratification.