Wednesday, August 23, 2017

Customer service on point

Today's walk is with a friend of mine from our pre-OIT days at the Colorado Department of Public Health and Environment.

Enterprise Service Desk Manager Jim Nethercott and I both came over to the Governor’s Office of Information Technology (OIT) around the same time and are trying to bring some of that public health empathy over to IT services. Jim, specifically, is doing so as our OIT Service Desk lead. He is reshaping both the customer experience and "how to" of the technology behind how we provide care to our customers. Great stuff!

Thursday, August 17, 2017

Just like on TV remodeling shows, we went "open space" on it

Today’s Walk & Talk is with Enterprise Applications Manager Chuck Busch who shows us the new digs at our headquarters office. Spoiler alert: We go from cube farm to collaboration.

See how the Governor’s Office of Information Technology (OIT) created a unique workspace for its employees in order to increase efficiency, creativity, information sharing and the use of our existing building square footage.

Tuesday, August 15, 2017

Broadband Stories from the Road: Witnessing a first In Colorado Springs

Today's blog comes from Anthony (Tony) Neal-Graves, the executive director of the Colorado Broadband Office. Tony is responsible for driving the state’s broadband strategy and utilizing public and private sector relationships in communities across the state to support broadband expansion.

Earlier this summer I was able to celebrate with Colorado Springs as it became the first city in Colorado to join the U.S. Ignite Smart Gigabit Communities (SBC) program. Colorado Springs joins 20 other cities nationwide with the common goal of developing next generation applications and services supporting citizens through advanced, high-speed networks.

As with other SBC cities, Colorado Springs is working to ensure citizens have access to advanced high speed wired and wireless networks and more importantly, applications and services that provide true benefit to the community that is the promise of a “smart city.” SBC was launched in 2015 through a three-year $6 million grant from the National Science Foundation and requires each city to develop two applications that require gigabit access.

As executive director of the Colorado Broadband Office, I am very excited to see the ongoing journey of Colorado Springs as a smart community. The city’s Catalyst Campus received a $750,000 Advanced Industries Infrastructure grant in 2015 from the Colorado Office of Economic Development and International Trade to build out the IT network infrastructure for the Space Operations and Cybersecurity Center and Research and Development laboratory. The United States Air Force will be a major tenant in the facility.

Wednesday, August 9, 2017

Transparency + Efficiency: Enhancing major incident management

When there is an IT issue that impacts many people, like an application isn’t working or a system is down, it’s described in IT terms as a major incident, although there may be more “colorful” language employed by users...

The good news is that OIT has a team devoted to managing major incidents. They are charged with bringing the appropriate individuals and teams from OIT together to coordinate the work of getting the issue fixed. They are also responsible for notifying all of OIT of the incident through the Major Incident Management dashboard. Over the past few years, we’ve focused a lot of energy on modernizing our incident management process - including custom building a dashboard, site and notification system that fits our unique needs across subject area and geographic notifications. As a result, we’ve dramatically improved response, reaction and notification times to impacted users. We have standardized the format and types of notifications to help create a cadence and expectation of service information and our incident management team continues to push into new areas to improve collaboration, transparency and accountability. This is a subscription service designed for OIT staff, but we’ve also made it available to our customers for full transparency.

Wednesday, August 2, 2017

Walk & Talk: Saving money, security, and rooting new tech for video/chat conferencing

Today's Walk & Talk is with OIT’s Google Operations Director Lilo Santos. Lilo and I've sat in the same room for the last four years and, arguably, share a brain. Over those years, some of our central drivers for approaching service implementation has been an emphasis on cost avoidance, maximizing the array of tools available in platform services that we already own, and the culture change associated with rooting new technologies in government.

Over the last week or so we've seen a major enhancement to our state Google platform as we jumped to the new “enterprise” level of Google services. While many of the major enhancements that came with this focus on greater admin/backend tools, some of the enhancements are customer-facing and are helping us make an even stronger run at the central drivers above that Lilo and I love -- cost avoidance, maximization of tools and the associated culture change of govtech. In this Walk & Talk we talk about some of these strategies in motion and approaches we are using with the new tools available.

Specifically, we are focused on implementing chat/video conferencing now that dial-in numbers are available in calendar events at no additional cost, and expanding the use of video meetings as these tools have now been brought directly under our Business Associates Agreement (BAA) to provide security and confidence for handling health-related information exchanges -- something that our health departments, state employee assistance programs and citizens must have.

Watch my interview with Lilo and learn more>>