View from the IT Industry

Information technology (IT) in recent years has become a critical component of state government infrastructure. Government employs technology to enhance the delivery of services to citizens and businesses, reduce costs, and streamline processes for greater efficiency. However, the next generation of state IT deployment is in flux. To help governors evaluate their IT deployment strategies, the National Governors Association Center for Best Practices convened a group of IT industry experts to answer the following question:

What are the most important actions a governor can take regarding information technology to improve service delivery and/or government efficiency in his or her state?
The discussion concluded with the following key recommendations on actions states can take to improve service delivery and government efficiency.

• Implement an IT governance model focused on results. By creating a single government agency or oversight board for IT, governors can ensure that IT spending and management adheres to a strategic approach.
• Establish a decision-making body and process for IT investment. An IT capital investment board or advisory council should review the investment process across the government enterprise to ensure coordination and oversight.
• Empower a trusted advisor to bridge policy and technology. Governors should rely on one individual--either the state CIO or another trusted senior advisor--for statewide IT management and policy advice.
• Develop an enterprise model for managing technology. Government should be viewed as a single enterprise with IT used to support the business of government, enable cross-agency data sharing, integrate applications, and provide common capabilities.
• Effectively leverage IT to solve business problems. IT can be most effective when it enables a good business solution to meet citizens’ needs, facilitate business-government interaction, and improve internal government processes.
• Use IT to understand and better manage federal funds. One of the most important ways IT can be used as a business solution is in a centralized system for tracking, analyzing, and managing federal funds received by states.
• Reform procurement to save money and improve outcomes. To improve the cost effectiveness of buying technology, states can employ various creative processes and funding methods in their procurement practices.
• Make information sharing a priority. Information sharing within and among states is a critical tool that creates efficiencies in many important areas, such as public safety and social service case management.
• Encourage and leverage IT innovation. State governments can promote IT innovation by providing incentives to employees and creating opportunities to exchange ideas.

States that successfully put these actions into place will save money, serve citizens and business more efficiently, and enable better performance management, agency collaboration, and decisionmaking.