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When I came to the Country of Colorado as Secretary of Technology and Chief Information Officer a niggling over a year ago, I sensed a certain hunger. Customers were hungry for attention, communication and ameliorate service. Employees were hungry for a vision that would assist them effectively, efficiently and elegantly serve our state agencies.

I immediately embarked on a "Back to Basics" campaign, identifying the biggest pain points and addressing them as rapidly as possible to ensure we were delivering the best client service possible. My team established a rigorous Major Incident and Change Management process, which cut outage times and reduced failed changes by lxxx percent in just one month's time even equally requests for change increased by 140 percent.

Next, I ensured that our customers had a transparent view of their most critical projects. Our OneView Dashboard is customized for each state agency so they may have a clear picture of resources allocated, project condition and dollars spent. Country agencies accept come to view this as a 1-finish place to see, high-level, how their Information technology projects are doing.

I challenge that every It organization faces is information security. I decided that every bit part of my "Back to Basics" rallying weep, my team would do everything possible to enhance information security for Colorado. They worked diligently over the past year to gain insight into all of our avails and to ensure a secure perimeter. We put tools in place to detect attacks as they were coming in then nosotros could shut them downwards just as quickly. Every bit a result, though nosotros had targeted x percent decrease in run a risk, nosotros exceeded our goal and decreased our security risk beyond the enterprise past 16 pct.

Year to yr, our client satisfaction increased 25 percent as a result of these initiatives. Information technology took focus, teamwork, and tremendous attempt — and nosotros're still working hard to motion that needle even more. I would encourage every IT organization to find their greatest weaknesses and strop in with laser focus. It starts at the peak. And success just comes when the entire team buys in, leans in and makes great things happen. I tin can't thank plenty my team that stood behind me every step of the way and my leaders who believed in me.

Adjacent read this

• It Leadership
• Government Information technology

Sumana (Suma) Nallapati is an achieved technology leader and consultant with more than seventeen years progressive experience in establishing and executing value driven global Information technology service strategy and delivery. She has extensive feel with leading technology driven innovation for business transformation, health care infrastructure operations, and global enterprise business applications. She is a people leader who builds high operation teams within multicultural, globally distributed workforce through mentoring, coaching and inspiration.

Suma is a champion of collaboration, breaking silos and achieving excellence across all organizations. As Colorado'due south Secretary of Technology and Main Information Officer, she is committed to positioning the Governor's Office of It (OIT) as a leader in Information technology innovation for state government. She is also passionately committed to innovating everyday solutions for our customers and finish users.

Suma comes to OIT from Catholic Wellness Initiatives (CHI), ane of the nation'southward largest healthcare networks, where she led service delivery operations for a complex multi-land rapidly growing healthcare Information technology footprint leading distributed teams that included information center and network operations, service desk and cease user computing. Previously, Suma worked at TeleTech where she served as the Global Managing director of Enterprise applications. Suma worked to deploy circuitous ERP, self-service concern applications and related systems in a governed, best practices framework across 19 countries and helped with the transformation of the technology arrangement to a true service provider model.

Suma co-founded a highly successful Information technology consulting firm that translates proven CRM, ERP, e-business and Business Intelligence technologies business solutions for its clients beyond the United States. This has helped her cultivate a "recall similar an owner" mental attitude which helps her align a company's vision, mission, value, and culture with the daily activities of the business.

She earned a master's caste in nuclear physics from the Andhra University India, a Professional Management certification from Mountain States Employers Quango and a Projection Management certificate from the Project Management Institute. She has fabricated Colorado her home for the past 17 years along with her husband Srinivas and two children. She is actively involved with several charities effectually health and education.

The opinions expressed in this blog are those of Suma Nallapati and do non necessarily represent those of IDG Communications, Inc., its parent, subsidiary or affiliated companies.

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Source: https://www.cio.com/article/244832/customer-service-the-proof-is-in-the-numbers.html

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