Customer Data Driving Success

David L. Stevens, CIO, Maricopa County

Cross Roads in Data Integration

The most challenging aspect of orchestrating and leveraging enterprise customer data is sorting out the rules and policy that govern ownership and privacy—establishing trust. Furthermore, having specific use cases and outcomes that you measure against will keep you focused on the value-add and not chasing every eventuality.  This is critical as you map your outcomes to your strategy to ensure that the business and technology are in alignment with the necessary investments and a full understanding of the expectations and challenges along the way.

Technologies Disrupting the Industry

Data analytics and IoT are trends that are impacting most industries and for the Government they offer significant potential to solve systemic problems, improve communities, and make an impact across many issues, public safety, health and human services, smart justice and many more.Like any investment there is a component of risk and reward – and these technologies offer plenty of both.  Careful planning and small inexpensive proof of concept efforts can quickly bring to light what works and what is just the next shinny object.  Smart cities and open data driven by near real-time data offer businesses, research, and the community some very exciting opportunities if we can leverage IoT and data analytics in a way that is accessible and consistent.

  Always value people-it is people not technology that create a winning culture 

CIOs Role around Revolutionizing IT

IT is the business and the CIO is a trusted advisor to leveraging technology to improve service, grow the business, and connect the dots across the organization. The days of the CIO simply managing the infrastructure are long gone. The CIO is a broker of services and at the same time forward thinking towards investments that will result in new value and growth.The CIO must be able to partner with executivesacross the business in order to best provide the capabilities and competitive edge necessary to bring new growth and efficiencies to the company – this takes building strong relationships and spending time with customers, industry, and company leadership.  The CIO cannot be comfortable being the person behind the curtain – rather seek to be part of the team and actively look for ways to partner with the business.

CIO: The Ultimate Custodian of Security

Security is everyone’s responsibility and the CIO plays a critical role in the overall security strategy. The CIO must demonstrate and measure risk in a way that balances the “need” and speed of businessagainst the complexities of technology solutions.  Additionally, it is important to measure and communicate the value of security measures to line of business owners in a way they can relate to.  A big part of this effort is education and awareness about the risk and what can be done to mitigate and reduce the impact. Perhaps most importantly, the CIO must be a strong partner and advocate of the CISO and work together to bring the company along and guide long-term investments that will have the best opportunity to protect the brand and asset - executive leadership must understand the company’s risk exposure.

A Piece for the Beginners

Always value people—it is people not technology that create a winning culture. Listen, establish trust, and be tenacious and bold in dreaming about what can be done—and don’t forget that from our failures we grow and demonstrate our character. Measure outcomes, get out and meet customers and spend time with business partners—be visible and give back to the industry and others. And always remember there was someone who helped you get to where you are today. And finallyit is often in the “interruptions” that we discovery opportunity to exercise leadership!