As more states have adopted an enterprise approach to managing IT and as the role of the CIO has evolved from solely being a provider of services, to a broker of shared services, CIOs have been focusing more on agency customer relationship management. In this publication we discuss current strategies to improve customer/agency relationships and we provide some key steps toward customer relationship success.
Compared to a private company or even any other level of government, the need to focus on privacy at the state level is significant. The amount of personal information citizens provide to their state outweighs anything a citizen provides to any one company. Because of this, we have seen number of states who have hired a chief privacy officer increase rapidly over the last several years. This NASCIO research provides a snapshot of the state chief privacy officer position, the background of CPOs, what they do in their roles, how the role is administratively structured and their advice for states interested in creating the position.
In this third in our series related to NASCIO’s “The CIO Operating System: Managing Change in a Sustainable Way,” we explore a maturity model that can help state CIOs develop their organization and explain their leadership role to a broad stakeholder audience. This paper creates a connection between trends and action and supports NASCIO’s mission to represent state CIOs in the evolving state government market. The maturity model provides a set of milestones for states to strive toward. Each maturity level is described using key characteristics. This not only provides states with a way for assessing their current state but also assists in creating the next set of goals as they move up the maturity curve. A ratings table is presented that provides a more detailed set of dimensions that characterize the new operating model. The paper culminates with a short assessment of some the key learnings from a survey of the states that was conducted in the third quarter of 2018.
The Forces of Change presented in the first paper in this series have a direct relationship to and actually drive what surfaces each year as the Top Ten CIO Priorities. The Top Ten Priorities are essentially presenting the CIO response to these forces. Each year NASCIO asks the state and territorial CIOs to vote on their top priority strategies and top priority technologies. These votes are used to take the pulse of the states and territories as a group and at a point in time. It is through the lens of a Forces for Government Change model that we reframe our Top Ten list in this paper. A new operating model is emerging and will continue to mature as the strategy for addressing the priorities within each state. At its core is the concept that a state CIO’s operational competence and resulting political capital requires a broker of services approach to service delivery.
Multisourcing is emerging as the discipline for managing a complex and diversified portfolio of services and service providers. These services are being employed to meet the continual evolving demand for creatively delivering government services through new channels with new functionality. In this evolving circumstance there is the need for a new operating model the state chief information officer can employ to bring together agencies needs and demands with available emerging technologies and management disciplines. This report opens the door to this discussion and explores the underlying forces of change that are driving the need for a new operating model.
NASCIO conducts a survey of the state CIOs to identify and prioritize the top policy and technology issues facing state government. The CIOs top ten priorities are identified and used as input to NASCIO’s programs, planning for conference sessions, and publications.
This report examines the subject of advanced cyber analytics. It makes the case for states to invest in such capabilities and maintain ongoing maturity in advanced analytics. All organizations, including state government must also develop and maintain response capabilities that continuously mature in sophistication in order to keep pace with an ever changing threat landscape. State government remains in a defensive position. With the advent of multi-vector strategies by cyber criminals, state government now more than ever needs the ability to correlate disparate data sources generated from the myriad of security tools agencies have already invested in. Examples of advanced analytics tools are provided. The report includes a call to action list, a checklist, key questions, and recommendations.
State government must now view cyber attacks that are more than cyber incidents. We must prepare for larger magnitude events. These can be termed cyber disruptions, disasters or even catastrophes. This publication includes the following:
- A call to action for states to develop state cyber disruption response plans that include: a governance structure that clearly designates who is in charge in a given event or phase of an event; development of a risk profile for state assets; collaboration among the various agencies that have cyber responsibility; and a communication plan to ensure the right people have the right information as early as possible so they can response effectively.
- A checklist for states to work with in developing progress toward a cyber disruption response operating discipline.
- A cross functional process description that can be used as a starting point for states to develop their own unique cross functional process for orchestrated planning and response at various threat levels.
What does it mean to be working on the right things? This determination is often difficult when considering the state as both an enterprise and a collective of individual agencies. Through interviews and formal surveys, NASCIO and Infosys Public Services gained insight from state IT leaders on the fundamental processes, mechanisms and criteria necessary to ensure that state IT is working on the right things. The resulting report will help state IT decision makers understand the key factors needed to identify the right things to do, see how they and their peer states stand against these factors and what can be done to bridge the gap.
NASCIO takes a look at what has occurred across the states since NASCIO’s first report on open data published in 2009. This latest report examines progress in open data across state and local government. Open data initiatives are advancing at all levels of government in the United States and globally. States and local governments have partnered with industry to create innovative capabilities in delivering data to consumers. Those consumers include citizens, business, non-profit organization and government. The report also presents recommendations for continuing to advance state government open data initiatives and begin moving to a next level of maturity.