Leveraging Technology With The End Customer At The Forefront

James Sills, CIO, State of Delaware
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James Sills, CIO, State of Delaware

James Sills, CIO, State of Delaware

Technology trends and their impact on business environment

The State of Delaware is leveraging a lot of new technologies including cloud, social media, mobile apps and tablets. These solutions offer many opportunities to improve various processes and connect better with our customers. We make use of a number of cloud solutions for our IT service management, project portfolio management, email and constituent relationship tracking.

Also, we have one of the highest private cloud/ virtualization percentages in the Nation. We plan to focus on these core services to better leverage our investments and help our workforce to be more efficient. Finally, our ERP solution is providing more self- service capabilities in terms of access to employees pay advices, profile updates, and w-2 access and other types of requests.

Using data to identify and reduce delicacy in service

Governments have very large amounts of “Big Data” which has been collected over decades.We are more focused on sharing the data between agencies or departments utilizing point to point solutions. The next step is to focus on leveraging data for decision making and transaction processing. For example, the State of Delaware has deployed the BI/data management solutions in various departments, including our Finance and Education Departments. We are using business intelligence (BI) to predict and identify the businesses that are not in compliance with state tax laws. The Education department is really making an impact utilizing data and analytical tools to identify 600 low and moderate income students who had very high SAT scores that would qualify for potential Ivy League school admission. Determining these students, based on their grades, classes and SAT scores was made easy with these tools.

Accomplishments and transformation efforts done for tuning and elevating IT’s relationship with the business

The new work environment requires people to collaborate more effectively to get projects done. We have a very good customer engagement team which is focused on being responsive to our customer’s needs. We are expanding the role to be more interactive with various agencies including meeting on a quarterly basis, and focusing on agency priorities. Going forward, we want to be more analytical and collaborative to improve the relationship with our customers. I think the most important strategy or thought process is to sell the value of IT services, leverage the core services we provide, and communicate what’s coming down the road.

Solutions that you would look forward and expectations from technology providers

Keeping pace with all the new technologies is the main challenge. Cyber security is our main priority,and we are looking for solutions that can identify and eliminate threats, and provide faster responses.In my opinion, many CIOs are focused on this issue due to the pace necessary to keep up with the bad guys who also have advanced tools.

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