Case Study: Texas Department of Information Resources transforms government services with Capgemini's MSI model

Transforming the delivery of government services the Texas way

The Texas Department of Information Resources (DIR) needed to improve the delivery of its shared IT services to over 100 state agencies, ensuring consistent quality and responsiveness for a rapidly growing population. To meet this challenge, the DIR partnered with Capgemini to implement a Multi-sourcing Service Integration (MSI) model.

Capgemini's MSI solution provided a single point of oversight for the state's IT infrastructure, integrating and automating monitoring and management through a centralized ServiceNow platform. This allowed for proactive issue resolution and easy-to-consume performance dashboards. The results for the DIR included a 95% overall customer satisfaction rate, a 77% server consolidation, and a 98% change management success rate, transforming the way the state serves its stakeholders.

Texas Department of Information Resources

Todd Kimbriel

CIO