Challenging Administrative Stereotypes of Information Technology in Public Service

Mariaelena Salazar, IT Assistant Director, Administration and Customer Service, Miami-Dade County

Mariaelena Salazar is a seasoned IT executive serving as the Assistant Director of Administration, Customer and Strategic Management for Miami-Dade County’s Information Technology Department (ITD). With more than three decades of senior leadership experience, she supports one of the nation’s largest and most diverse metropolitan county governments. Her strategic vision and multidisciplinary expertise spanning from information technology, finance, budgeting, procurement, human resources, business relationship management to project management, have positioned her as a driving force for efficient innovation of value and accountability across the enterprise.

Just as a Master of Business Administration equips leaders to drive growth and manage organizations in the private sector, combining studies in Computer Science, Business and higher education learning in leadership and process improvement provides the foundation for effective management in public service to prepare professionals to lead departments effectively and navigate complex challenges across all areas of government.

For more than 35 years, I have had the privilege of working in the private and public sector, as well as consulting. Today, I currently serve Miami-Dade County under the leadership of Mayor Daniella Levine Cava. Throughout my career, I have overseen diverse organizational areas in public service including technology, strategic management in finance and budgeting, procurement, human resources, business relationship management, service and project management. My focus has always been clear: drive cost efficient and effective innovation with investments that exemplify responsible stewardship of resources, including the taxpayers’ funding entrusted to Miami-Dade County.

Throughout my career, one recurring misconception I often encountered has been that administration and technology operate independently, almost in isolation. The reality is at the intersection of business acumen and technical expertise is where valuable, transformative innovation happens, enabling departments to work smarter, delivering exceptional service to our residents and advancing the County’s mission with purpose, impact and efficiency, guided by the needs and priorities of those we serve.

Driving Transformation Through Collaboration and Transparency

Some of the greatest challenges facing local government IT departments today extend far beyond technology itself. For example, transitioning from legacy systems can feel like living in a fully functioning home that’s being completely gutted and renovated simultaneously. No matter how much planning is done, success is contingent on the alignment of many stakeholders—a challenge that is as complex as it is perilous.

Miami-Dade County faced a demanding fiscal year that we navigated successfully through open communication and dialogue, collaboration and transparency across every department and stakeholder. Communication and transparency were key. The rapid pace of technological change demands our workforce to continue learning to ensure the enterprise remains reliable, secure, agile, adaptive and forward-thinking, always placing fiscal responsibility and the needs of our departments who directly serve residents at the forefront.

Building Capacity and Strengthening the Enterprise

I have guided my team to prioritize process improvement, product management and continuous workforce upskilling, while upholding the highest ethical standards. By addressing technical debt through continuous training, strategic vendor management and strong cross-departmental partnerships, we deliver technology and solutions, driving business value and champion modernization as a core organizational and enterprise priority.

Making this a priority often requires frameworks and methodologies that balance structure, accountability and adaptability. Agile allows teams to respond quickly to changing requirements and stakeholder needs, which is required in government environments where regulations, budgets and public priorities can shift. Scrum provides structure through defined roles, sprints and regular reviews, ensuring iterative progress and frequent stakeholder engagement.

Our Customer is at the Center of Everything We Do

As an information technology department, it is essential to define who our client is – something we always keep top of mind throughout the scope of our work. Our primary role is to serve as the technology enablers for Miami-Dade County Departments, even a few municipalities and radio users, ensuring the services, tools and systems we deliver benefit all departments, especially those who are resident facing, so they can deliver the excellent customer service our residents deserve. We do this by closely collaborating with our internal departments, understanding their priorities and translating those needs into effective, secure, scalable and sustainable technology solutions.

In this framework, our clients are the departments who identify challenges, define the requirements and set strategic priorities for us to interpret those needs, apply best industry practices, leverage innovative solutions and engage with emerging technologies to deliver a product or service that improves efficiency, enhances resident experiences and drives organizational modernization. By understanding that together we are working to keep residents at the center of our work and maintaining clear alignment with departmental goals, we ensure that technology serves as a catalyst for public service impact rather than an isolated function.

Customer satisfaction is not linear. It is a relationship, and like all relationships, they require time, patience and a strong will to understand the business to be a part of something greater that can ease the lives of our hard-working taxpayers.

Redefining Customer Satisfaction in Public Service

In public service, customer satisfaction is more than just a metric. It is a career-long commitment to building enduring relationships, both with citizens and internal stakeholders. These relationships demand time, patience and a deep understanding of the needs and priorities of our departments and their leadership. By embracing this approach, I have enforced partnerships in service across the county where every solution we deliver contributes to a larger mission: supporting our community, honoring taxpayer trust and easing possible daily challenges faced by those we serve. Both internally and externally.

Leading with Purpose

Whether you are in the public sector, private sector or consulting, understanding each project’s strategy, goals and objectives is critical to delivering long-term impact—not just in technology, but across every discipline. This understanding drives stronger collaboration, more effective service delivery and meaningful outcomes across the organization, from leadership to frontline staff and ultimately for the residents we serve. Technology is a tool to advance public service; it is never the end goal because it constantly evolves – there is no end.

Always ask thoughtful, even challenging, questions of your audience. The answers will provide the clarity needed to define scope, identify opportunities and design solutions that transform lives. That is the power of technology: every change, every innovation, is an opportunity to enable new ideas, solve real world problems and create lasting impact for our community.

Advice to Aspiring Professionals Determined to Make a Difference

Invest in relationships to build trust and strengthen partnerships with internal stakeholders, vendors, colleagues, your team and leadership. Earning respect by showing your commitment to your skill and continuing to stay ahead of the curve on the latest technological business solutions opens doors to navigate bureaucratic challenges, achieve shared goals and celebrate collective successes together because successful innovation and meaningful change can only be shaped by likeminded professionals seeking to make real impact and positive change.

Technology evolves at an unstoppable pace. There is always something new, always something shiny. Take the time to familiarize yourself with emerging technologies, just enough to gain foresight from your seat at the table with clients, departments and stakeholders. This perspective will help you separate trends that fade quickly from innovations that deliver real, lasting value.

Information Technology

Project Management

Agile