difference AN EMPLOYEE NEWSLETTER AUGUST 2007ISSUE 3D

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DMS goes from good to greenGovernor Crist pushes state agencies to work together to become more energy-efficient

By Lauren Buzzelli

Last month, Governor Crist hosted Serve to Preserve: A Florida Summit on Global Climate Change in Miami. This event brought together some of the big names in environmental change including Robert Kennedy, Jr., Theodore Roosevelt IV and California Governor Arnold Schwarzenegger. More than 600 participants and 200 members of the media registered for the two-day conference for the need to address climate change. Secretary South joined Governor Crist to support state agencies’ involvement with the “green movement.”

“I am truly enthusiastic about this project. Going green is a big deal right now, not just for state agencies but for all Floridians. The key to making a difference in improving our environment comes from small changes,” said Secretary South. “Small changes make a huge impact. We have the power to make Florida a better place for all.”

DMS is already making more environmentally-friendly decisions when it comes to State of Florida real estate. By adopting the United States Green Building Council’s Leadership in Energy and Environmental Design for New Construction (LEED-NC) standards, all new buildings will meet the national standards for green construction. To meet LEED standards, a building must meet five criteria dealing with human and environmental health:

• Sustainable site development • Water savings • Energy efficiency • Materials selection • Indoor environmental quality

DMS will also apply LEED standards to existing facilities. For example, we installed solar panels at the Governor’s Mansion, which will heat the pool at the mansion completely by the sun.

Currently, DMS has two new building projects underway: the new facilities for the Department of Revenue and the First District Court of Appeals. The First District Court of Appeals will be the first newly-constructed facility with adequate funding to attempt Platinum LEED certification, meeting the highest possible certification.

DMS will pair up with the Department of Environmental Protection (DEP) and the Public Service Commission (PSC) to develop initiatives to reduce greenhouse gas emissions in daily practices of state government.

“Florida state government will now lead by example, first measuring and then reducing greenhouse gas emissions created by our state government,” said DEP Secretary

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Lieutenant Governor Kottkamp, Secretary South and Governor Crist at the Serve to Preserve Summit in Miami.

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Last month, I attended the Serve to Preserve Climate Change Summit organized by Governor Crist. During the event he announced a new executive order that requires state government to reduce its carbon footprint by implementing energy efficient requirements in the way we do business. This is huge! Never before as our agency been in such a position to make a global impact on the environment and the valuable resources of our state – what an honor to be involved in this

important endeavor.

As many of you know, on the weekends I love to be outdoors

fishing, kayaking, camping, scuba diving. I value the beautiful natural

resources right outside our front door. As the state’s largest landlord with 14.7

million square feet of office space, and more than $1 billion in purchases, we are in a position to make

changes that really have an impact to our fabulous environment. And quite frankly, it’s refreshing to be involved in a project that gives us a

chance to introduce our agency to the state in a proactive, positive light. We do good work here and this is a great chance to show our stuff!

Kudos to the more than 300 team members who completed Rob Hebeler’s Customer Quality Assurance Workshop in the last month; and I love all of the new employee bulletin boards. These things are important to create the type of environment we all want here at DMS – an environment where our customers find great service and an environment that we all want to be a part of. Doing the right thing feels good.

Thanks for all you do,

Linda

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(continued from cover.)DMS Green Initiatives

Below is a list of the ways DMS will go from Good to Green:

• DMSwillcomplywith the targets to reduce greenhouse gas emissions by 10 percent by 2012; 25 percent by 2017; and 40 percent by 2025. • DMSwilladoptthe United States Green BuildingCouncil’s Leadership in Energy and EnvironmentalDesignfor NewConstruction standardsforallnew buildings.

• DMSwillcreatea“Florida ClimateFriendlyPreferred ProductsList”forreview andapprovalbythe DirectorofGovernment Sustainability.DMSwill identifythoseproductsand vendors under state term contractsthathaveclear energyefficiencyorother environmentalbenefitsover competing products.

• AsDMSplansmeetingsor eventsinthefuture,wewill seekthoseestablishments thathavetheDEPGreen Lodgingertificationforbest practicesinwater,energy andwasteefficiency standards.

• Ateveryopportunity,DMS willuseethanoland biodieselfuelswhenlocally available.Inpartnershipwith DEP,DMSwilldetermine theuseofalternativevehicle fuelingincludinghydrogen, compressednaturalgas,bio fuelselectrically-charged batteries.

Michael W. Sole. “Buildings constructed will be energy-efficient and utilize solar energy technology when possible. Agencies will also purchase fuel-efficient state vehicles, in-cluding ethanol and biodiesel when available and drive energy-efficient rental cars when traveling. These pioneering steps will reduce our environmental impacts and ensure a sustainable future for our state.”

Secretary Sole is all too familiar with smart environmental practices. DEP already has programs in place for DMS to actively participate in such as the Green Lodging initia-tive. “Florida is a leader in advancing ‘green’ technologies. Some of Florida’s largest industries are becoming better stewards by reducing their environmental footprint and saving money at the same time – turning green into gold,” explained Secretary Sole. “One way the tourism industry is doing so is through the department’s Green Lodg-ing program. Through this voluntary program, hotels, resorts and bed and breakfasts are making environmentally friendly changes by conserving, recycling or using energy-efficient products.” When possible, DMS aims to do business with those businesses already embracing the green movement.

The PSC is the important partner is this endeavor. PSC is responsible for the safe, reli-able and affordable delivery of essential services: electric, natural gas, telephone, water, and wastewater. State agencies are one of the most valuable consumers of the PSC.

"The Florida Public Service Commission recognizes Governor Crist's plan to reduce carbon emissions, promote conservation, and encourage renewable energy use,” said PSC Commissioner Lisa Polak Edgar in a statement on July 13. “Using renewable resources is an important component of diversified generation for our state's energy future. A well balanced fuel supply--increasing the use of alternative energy sources while decreasing dependence on fossil fuels--enhances supply reliability and price stabil-ity for consumers."

So, what does this mean for Team DMS? As Secretary South said, small changes make a BIG difference and we must lead by example. Here are some ways you can “go green:”

• Talk to your colleagues about carpooling once a week. If you are going out to lunch with team members, take one car rather than multiple vehicles.

• Continue recycling aluminum cans and office paper. If you do not have a blue recycling bin at your desk, ask for one!

• Turn off lights when leaving a room or use the timer switch, if a room is equipped with one.

• Unplug unused electronics before you leave the office. Your phone charger might be turned off but it is using energy as long as it’s plugged in.

For more information on reducing greenhouse gas emissions, at work and at home, please visit the DEP Web site at www.dep.state.fl.us/.

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OpenEnrollmentBeginsOctober1-26

Thetimetochooseyourhealthcareandotherinsurancebenefitsfor2008beginsOctober1–26.

To Be Ready:

• Updateorresetyourpasswordbycalling (866)663-4735orTTY(866)221-0268.

• Updateyouraddressathttps://PeopleFirst.MyFlorida.com.

Open enrollment means more choices for DMS employeesBy James Miller

ThisOctober,stateemployees,retireesandallofourcustomersservedbytheDivisionofStateGroupInsurancewillhaveanopportunitytochoosefromanexpandedlistofplansfortheirhealthandinsurancebenefits.Thisimportantwindowofopportunityknownas“openenrollment,”isaperiodoftimeforemployeestoaddtoorchangetheirbenefitsincludingdentalandlifeinsurance.OpenenrollmentisOctober1-October26.Employeesshouldtakeadvantageofthisopportunitytoreviewtheircurrentchoicesormakenewselections.

DSGIisdoingtheirparttomaximizethenumberofchoicessoemployeeshaveoptionsthatbestsuittheirneedsandthoseoftheirfamilies.Employeesintheprogramwillhavemoreoptionsthaneverbefore,withatotalofninedentalplans.

Becausetherearenewplans,employeesshouldactivelychoosewhatoptionsbestfittheirneeds.Tohelpeducateemployeesabouttheiroptions,theDMSPeopleFirstteamworkedforseveralmonthstoredesigntheonlinebenefitssystem.Thismonth,thePeopleFirstsystemintroducedtheseimprovedbenefitspages.Theweekbeforeopenenrollmentbegins,September24-30,employeescanusethesenewscreenstoviewpre-enrollmentoptions,educatethemselvesaboutthenewchoicesandcheckoutalltheplansavailable.Allemployeesareencouragedtoreviewtheircurrentplans,comparethemwiththenewandupdatedplansandthenmakechangesthatbenefitthemthemost.AnychangesmadeduringopenenrollmentinOctobertakeeffectJanuary1,2008.

“ThisisagreatopportunityforDMSemployeesandalleligiblemembersacrossthestatetotakeadvantageofthenewandimprovedoptions,”saidTomLockridge,BenefitsLeadforPeopleFirst.“Notallemployeeshavethesamefamilyneedsandresponsibilities.Therearenewplansandnewcoveragetypesavailableandwefeelthisopenenrollmentwillgiveemployeesexactlywhattheywerelookingfor.”

Inadditiontothelargenumberofnewplanstochoosefrom,therearealsomorecoverageoptionsforsupplementaldentalplans.For2008,therewillbefourtieroptionsforemployeestochoosefrom:

• Individual Employee • Employee + Spouse • Employee + Child (ren) • Family

Employeescurrentlyenrolledin“Family,”“Employee+One”or“Employee+TwoorMore,”willrollinto“Family”coveragefor2008,unlesstheyselectanothercoveragelevelbettersuitedtotheirneeds.Someemployeeswithdentalcoveragemaybeautomaticallyenrolledinanewplanbutwillbeabletoselectadifferentplanduringopenenrollment.

Keepaneyeforoutremindernotificationsinthecomingweeks,includingyourstatebenefitpackagecominginthemail.Itfeaturesstep-by-stepinstructionstoguideyouthroughtheprocess.Thisguidewillhelpyoumakeinformeddecisionswithoutbeingoverwhelmed.

Governor Crist creates CommissiononDisabilitiesByLaurenBuzzelli

WithmorethanthreemillionFloridianslivingwithsomeformofphysicalormentaldisability,theStateofFloridaplaysaveryimportantroleinrepresentingtherightsandfreedomsofthesespecialcitizens.OnJuly26,GovernorCristsignedExecutiveOrder07-148,creatingtheGovernor’sCommissiononDisabilities.ThepurposeoftheCommission,whichwillreplacetheAmericanswithDisabilitiesActWorkingGroup(ADAWG),istodevelop,carryoutandadvancepublicpolicyforFloridianswithdisabilities.TheCommissionwillbeadministrativelyhousedinDMSwith19members,representingvarioushealthorganizations,stateagenciesandadvocacygroups.

AlsorepresentingtheneedsofFlorida’sdisabledcitizens,theStatewideAdvocacyCouncilwillpartnerwiththeCommissiononDisabilitiestocontinuepromotingdisabilityservices, programs and assistance. Together, thisteamwillcontinuetoprovideindividualswithdisabilitieswithequalaccesstoeducation,employment,resourcesandservices.

“BycreatingtheCommission,GovernorCristhasreinforcedhiscommitmenttoimprovingthelivesofFloridianswithdisabilities,”saidSusanCounts,ActingDirectorfortheGovernor’sCommissiononDisabilities.“TheuniquemembershipoftheCommissionwillprovideanopportunityforcollaborationandpromoteunitywithinthebroaddisabilitycommunity.”

TeamDMSlooksforwardtothistransitionandthegreatprogresstofollow.WelcometotheDMSfamily,CommissiononDisabilities!

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StarMetro: save the hassle, save the environment

StarMetro,Tallahassee’sownpublictransportationsystem,isnotthefirstsystemtobridgethetransportationgapbetweentheCapitalCircleOfficeComplex(CCOC)anddowntown.Backwhencomputerswerebeigeandgasolinecost90cents-per-gallon,theC.C.Riderdeliveredtravelersfaithfully.TheroutewasbothunfortunatelynamedandprematureandeliminatedwithoutawhimperinDecember1997,lessthanayearafteritsinauguralrun.

ThesoutheastcornerofTallahasseeisconsiderablydifferenttodayandStarMetroroute80X,whichbeganlastAugust,connectsdowntown,theKogerCenterandtheCCOC,withadedicatingfollowing.Withgreaterawarenessofglobalclimatechangeandincreasinggasprices,thereisonlyroomtoexpandparticipationinthisgreatservice.Withnewfacilitiesandanexpansionoftheroute,transitwillsoonbeevenmoreattractivetostateemployees.

InOctober(openenrollmentmonth,hint,hint),StarMetrowillcelebrateCommuterChoicesWeekwiththelaunchofanextensiontoroute80XtotakepassengersfromtheCCOCtoTargetatthecornerofBannermanandThomasvilleRoadsinnortheastTallahassee.Aswiththeexistingservice,theextensionwillmakelimitedstopstoincreasetheoperatingspeedbutalsotakeadvantageofPark-and-RideopportunitiesatTarget,Wal-MartandVillageSquare.

Thisfall,asite-builttransitshelterwillbebuiltonEsplanadeWay,acrossfromtheEatzCafé.Theshelter,madeofbrickandsteel,willaccommodateupto48people,withsolarpoweredlighting.AspartofSt.Joe’sdevelopmentagreementwiththeCityofTallahassee,thecompanywilladdsixothertransitsheltersaround the SouthWood area during the coming months.

What you need to know to ride the first time

How much does it cost? Eachtripis$1.25,andincludesatransferfrom80xtoanyotherroute.

How do I tell the driver I want to get off at the next stop? Thereisayellowcordorstripbythewindowstorequestastop.Pullthecordorpushthestripabout30secondsbeforeyourstop.

What if I miss the last bus, or need to go directly somewhere in case of an emergency? SignupfortheGuaranteedRideHomeProgramfromCommuterServicesofNorthFlorida(888-454-RIDEorcommuterservices.org).Ifyoucommittocarpoolingorridingtransitatleastthreedaysaweek,theywillprovideyouwithafreetaxifareinanemergency.

Where do I pick up the bus? CheckroutemapsandschedulesandmuchmoreatTalgov.com/starmetro.

What if it rains? Youcancatchalaterbus,bringanumbrellaorwaitatashelter(yourbuilding’slobby,ortheBettyEasleyConferenceCenter).

But I need to go to meetings during the day a lot… Some riders with access to another vehicle at home drive to work on Monday morning, and leave a car at the office during the week to travel to meetings. Ridetransittoandfromworkduringtheweek,andthendrivehomeonFridayafternoon.

There is no place for me to pick up the bus near my house. StarMetrobusesareequippedwithbicycleracksonthefront,andsomeridersgettothestopbybicycle.Othersdrivetotheneareststop,andparkatalocalmerchant.

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RECIPE OF THE MONTHSubmitted by Elizabeth Irvin

Lemon Yogurt Muffins3C.allpurposeflour¼tsp.salt½tsp.bakingpowder1 tsp. baking soda2to3Tbsp.gratedlemonzest1 C. chopped pecans1C.vegetableoil1 ¾ C. sugar3largeeggs2C.plainyogurtorsourcream(uselemonyogurtforanextraburstoflemonflavor)¼C.freshlemonjuice

Attention Team DMS!Itistimeforthe2008PrudentialFinancial-DavisProductivityAwardsnominations!

Cashawardsof$250to$2,500,commemorativeplaquesandcertifi-catesofcommendationwillbepresentedtostateemployeesinJune2008.Pleasenominateindividuals,teams,workunitsandagenciesthatexceededtheirjobdescriptionsandperformanceexpectationsinwaysthatimprovedservicedeliveryandaddedvalueforFloridataxpayersandbusinessesbetweenOctober1,2006andSeptember30,2007orothercomparableperiod.

Instructionsfornominationsareavailableatwww.floridataxwatch.org/dpa.PleasesubmitallnominationstoLaurenBuzzellibyFriday, September28,2007.IfhavequestionscontactLaurenat(850)921-5266orLauren.Buzzelli@dms.MyFlorida.com.

In SympathyOnbehalfofthe entire DMSteam,wewouldliketoextend our condolencestothefamilyofRay Sla-tonofEITSwhopassedawayinearlyApril.FaliciaSpear,acoworkerof“Ray,thecandymanofthecallcenter,”praisedhimasawell-respectedmanwithaninfectioussmile.Hewillbemissedbyall.

By Rob Hebeler

S e r v i n g o u r 1 . 1 m i l l i o n c u s t o m e r sm

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Employee Bulletin BoardW e s e r v e t h o s e w h o s e r v e F l o r i d a .

PERFORMANCE Measure what matters.

IDEASHow can we improve?

APPLAUSECelebrating our success.

As part of our Customer Quality Assurance program at DMS, we want to increase awareness about our products and how they are valued by our customers to better understand our customers’ feelings when they interact with us.

Your executive/administrative assistant will take the lead on updating your board to make sure it is reflective of your performance, inspiring ideas and resounding applause. So what are you waiting for? Pin it up! It’s your bulletin board; make it great!

•With your department’s title on top, our agency motto and your customers identified along the bottom, your employee bulletin board is a place to inform and to inspire us to do great things for our customers.

Everyone in the department is encouraged to contribute to the employee bulletin board. If you see an interesting article or cartoon, pin it up under “Ideas.” If you receive an e-mail or letter complimenting a fellow employee, pin it up under “Applause.” If you get a budget update or an new customer service response, pin it up under “Performance.”

You may have noticed a large cork bulletin board with new graphic detail in your work area. This bulletin board highlights three areas of what we do and how well we per-form: Performance-Measure what matters Ideas-How can we improve? Applause-Celebrating our success.

The process to improve in the eyes of our customers is something so basic, so elementary that its impact often times is overlooked. Introducing … your employee bulletin board.

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PIN it Up

Preheatovento350degrees.Lightlygreasemuffinpans.Combineflour,salt,bakingpowder,bakingsoda,lemonzestandpecansinalargebowl.Combineoil,sugar,eggs,yogurtandlemonjuiceinaseparatebowl.

Combineflourandeggmixtures,mixinguntilblended.Pourintomuffincups.Bake25to30minutesoruntilmuffinsareslightlybrowningaroundtheedges.Decreasebakingtimeby10minutesifyouareusingthemini-muffinpans.

Glaze:3C.siftedpowderedsugarGratedzestof2lemons,mincedJuiceof1½lemons

Combinepowderedsugar,lemonzestandlemonjuiceinasmallbowl.Spreadglazeonwarmmuffins.

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Newsletter TeamCathy Schroeder, Director of Communications • Lauren Buzzelli, Deputy Communications Director

James Miller, Marketing and Communications Analyst • Linda Ogle, Creative Director • Vangie Felix, Graphic Designer

DMS Difference is published monthly by the Department of Management Services, 4050 Esplanade Way, Tallahassee, Florida 32399. As a resource for agency employees, State of Florida public servants and the citizens of Florida, the DMS Difference is a tool to share information about the Department of Management Services, its goals and accomplishments. It is our goal to provoke thought, understanding and appreciation for our agency as we strive to “serve those who serve Florida.”

JoinusinwishingDebbie Goodson in thePlanningand Budget officeaveryhappy birthday. Shecelebratedherspecialdayon august 7.

July2007wasaneventfulmonthforChristineBoczarskaandtheTallahasseeCommunityChorus(TCC).AsacelebrationoftheChinesedecisiontojointheInternationalChoralUnion,theTallahasseeCommunityChorusanddirectorDr.AndreThomaswereinvitedtosingthreeconcertsinBei-jingthispastJuly.Christine,aRetirementBenefitsAnalystwithDMSandalongtimememberoftheTCC,traveledwithhersister Faith and 120 other singers to BeijingandShanghai.

DMS Travels

Congratulations to Charles Ghini, in EITS, who was promoted to director of the Wireless and Telecommunications Division.

Congratulations to Vangie Felix, graphic and sign designer extraordinaire, who celebrates 10 years of public service for the people of Florida this month. Thank you, Vangie, for all you do!

Sam Gardner, Management Review Specialist in the Audit Section of the Division of Retirement, recently earned the Certified Internal Auditor designation in addition to his earlier designation as a Certified Government Auditing Professional. Congratulations Sam

Bridget S. Lee in the Office of Supplier Diver-sity received the 2007 Regional Volunteer of the Year Award by the Florida Small Business Devel-opment Center (SBDC) at Florida A&M University. This award recognizes excellence and outstanding contributions to the regional SBDC program for advocacy, program development and/or special projects, presentation of SBDC workshops and client counseling as a volunteer. There are only eight Regional Volunteer Awards given statewide per year. Great job, Bridget!

Congratulations!Glenn Abbott in Administration received a Community Service Award for his participation with the Landfill Citizens’ Liaison Committee. The committee provided feedback to county staff and facilitated communication with the community regarding changes at the landfill in Leon County. Congratulations, Glenn!

Congratulations to Lori Potts for her transition from MFMP Process Analyst to Purchasing Specialist on Team 2. She will be missed by the MFMP team, but we know she will continue to do great work for State Purchasing and DMS.

Good luck!

As of August 2, Daile Sumrall in EITS entered the wonderful world of retirement. Daile worked for DMS for 27 years. As a DMS employee he ran the Network Operations Center for the Department of Labor. He then moved to the STO/EITS Network Operations Center. Finally, he moved to Service Delivery as a Quality Assurance Officer. For 27 years, Daile was an integral part of our team, supporting the statewide enterprise data network and will surely be missed. Before kicking back on sandy beaches, Major Sumrall will continue in the workforce with Florida Highway Patrol. Best of luck!

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Our DMS FamilyCongratulations to Jim Den Bleyker in Purchasing and wife

Connie whose first grandchild, James Theodore Thomas, was

born July 16.

Thank you!Lila Dyer in Personnel would like to thank Linda Ogle, Herbert

Bryant and John Sparks for their excellent customer service.

The print shop team fulfilled Lila’s order request in a three hour

timeframe. Thanks again for your hard work!

Bonita Davis-Paige in the Office of Supplier Diversity (OSD) would

like to thank Claudia Borges, representative for Burnet Garcia

multicultural advertising and PR, for her dedication to DMS. Burnet

Garcia is a state-certified, women-owned business registered with

OSD. Claudia recently accepted a position with Bristol-Myers Squibb

in New Jersey. Best of luck, Claudia!

Mina Barekat in Purchasing received a world of praise from the

Electric Utility Division of the City of Tallahassee for her dedication

to customer service. The administrator of the division stated “we are

so appreciative of receiving SERVICE. Mina was quick, thorough and

very pleasant to work with. It was delightful to have such a quick and

complete resolution. Thanks to her work, we were able to save, at a

minimum, almost $4000 as well as at least three additional years of

service contracts.” Thank you for your hard work, Mina!

When the Department of Citrus needed help with technology issues

and setup in the Tampa area, they reached out to EITS. Robert

Thompson, EITS Windows Platform group, knew we had no

resources in that area, but offered assistance in helping Citrus think

outside the box. Because of Robert’s assistance, Citrus used tools and

technology they were not aware of to solve their needs in a lower cost

and quick fashion. Citrus passed along their appreciation for EITS, going

the extra mile to help steer them in a most beneficial direction.

Thank you, Robert and EITS!

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A publication of the Department of Management Services Linda H. South, Secretary, Copyright ©2007 by the Department of Management Services, unless otherwise noted. No permission is required to excerpt or copy articles provided they are distributed at no additional cost.

ENTERPRISEANDINFORMATIONTECHNOLOGYSERVICESTerrenceSnider DarylRobledoDawnMcWilliams DavidDaileyHughBrown ThelmaHawkinsStephen Hubbard

SPECIALIZEDSERVICESSebrinaJohn

OFFICEOFSUPPLIERDIVERSITYPatricia West

DIVISIONOFSTATEGROUPINSURANCEMichelleRobleto

REALESTATEDEVELOPMENTANDMANAGEMENTSeanBaker(WestPalmBeach)

WearepleasedtoannouncethatJoeWrightacceptedthepositionofChiefInformationOfficerforDMS.JoeisnostrangertoDMS,havingservedasbureauchiefofManagedServiceswithinEITSfocusingonEnterpriseITservicesforoutsideagencies. He has 20 years experience in the ITmarket,workingforprivatesectororga-nizationssuchasDun&Bradstreet,andcon-sultingcompaniessuchasNorthHighland.Joewillbringafocusonincreasedautoma-tionandenhancedITpracticeswithinDMS.PleasejoinusinwelcomingJoetohisnewposition.

Department of Management

SERVICESLinda H. South, Secretary

SERVICE MOTTOWeServeThoseWhoServeFloridaSERVICE VISIONEngagedEmployees;SatisfiedCustomersSERVICE MISSIONProviding Smarter, Better, Faster ServicesOUR SERVICE PROMISEToServewithCLASSC ommunicateConcernsImmediately L isten,LearnandGrowtogether A ctwithIntegrityandHonorS triveforGreatnessS ervewithaServant’sHeart

2007 PRIORITIESImplementbestpracticestocreateaworkplaceofchoicethatfostersrecruitment,development,recognitionandreward Improveourcontractmanagementcapabilities Createrobuststrategicplansforeachmajorprogram and service area Focusontheprocessesandproceduresofourcorecompetenciestocreateaspringboardforworld-classperformance Increasethebrandawarenessofourprogramsand services to our customers DevelopHumanResourcepracticesthatencouragearesilientworkforcewiththeabilityanddesiretoserveinanemergencyornaturaldisaster Measurewhatmattersandcontinuallyimprovethequalityofservicesdeliveredtoourcustomers