The March meeting was held Vacaville on Friday, March 9, 2001. Gary Lech called the meeting to order.

Michelle Gitmed, Alameda; John Pavlicek, Antioch; Laura Peabody, Fairfield; Steve Garrison, Fairfield; Bev Ark, Livermore; Kathy DeVries, Martinez; Larry Chavez, Modesto; Getty Ejigou, San Rafael; Greg Park, San Leandro; Judy Grosey, San Mateo; Steve Keagy, San Ramon; Ron Kaetzel, Santa Rosa; Laura Tredinnick, Santa Rosa; Ana Baker, Thought Velocity; U. Davis, Vacaville; Cherelyn Ellington, Vacaville; David Farrell, Vacaville; Solomon Gee, Vacaville; Oscar Gomez, Vacaville; Victoria Lubbes, Vacaville; Alex Martinez, Vacaville; Scott Sexton, Vacaville; Adam Szymanski, Vacaville; Gary Chan, Walnut Creek; Gary Lech, Walnut Creek;

The minutes and treasurer’s report were approved as submitted and seconded.

A discussion was held on how to obtain MISAC pins. Judy Grosey will check on how they can be procured. The July MISAC meeting will be rescheduled from July 20^th to the 27^th since this conflicts with a State Board meeting.

Ron Kaetzel gave an update on the State Board. The May MISAC meeting in Sacramento will be held jointly with the County CIOs. Ron mentioned the Board is also looking at participating in the County CIO conference. The number of applications for certification was low this year and this will be discussed at the next Board meeting.

Greg Park mentioned that the next BAMA meeting would be held on March 15. Eli Cortez the State CIO will speak. Steve Keagy inquired on the status of the survey of cities. MISAC will look into presenting this information in electronic format.

Solomon Gee and Oscar Gomez gave a presentation of Vacaville’s Call Center. The presentation included a review of the history and background of the call center. Prior to the implementation, calls were tracked in an Access database. This system resulted in lost calls and long service delays. Before the new system was installed, a customer survey was taken where users were asked to rate the importance versus effectiveness of various categories.

The goals of the call center were discussed including setting up a single point of contact, developing departmental Service Level Agreements (SLA), and improving the service image to the organization. Future plans of the call center were outlined. A demo of the call center was given showing how a call is handled and tracked. The demo showed how staff could help users by remotely accessing their computers. The call center helps staff meet their goal of becoming business partners of the City departments.

The next MISAC meeting will be held at the Government Technology Conference in Sacramento on May 18 2001.

There being no further business, the meeting was adjourned.

Respectfully submitted,

Bev Ark

Secretary