City of Frisco

Melissa Kraft is a technology and operations executive specializing in public-sector digital strategy and process improvement. Years of leading major modernization and service transformation initiatives have shaped her focus on streamlining operations and advancing future-ready government services.

Leadership Philosophy Built on Service and Responsibility

My leadership philosophy has been shaped by my military service and years of leading technology initiatives in the public sector. Being part of the U.S. Army taught me that leadership is built on responsibility, trust and taking care of the people around you, and those lessons have stayed with me throughout my career.

Working across the private sector and local government, including Dallas County, Denton and Frisco, reinforced my belief that technology only creates value when it supports people, improves operations and delivers better outcomes.

My role is to help people see what's possible and create the conditions to make it happen. That starts with strong foundations, empowering people and technology that serve the community.

Making Digital Transformation Meaningful

Lasting digital transformation depends on people, processes and trust. Technology should solve real business problems, help employees work more effectively, and make services easier to access by focusing on the customer experience rather than internal government structures.

As cities adopt AI and data-driven capabilities, reliable infrastructure, cybersecurity, data governance, system integrations and clear ownership become essential. Innovation without structure creates complexity instead of reducing it.

“The strongest teams aren't just technically capable. They understand the business, communicate well, think strategically and see how their work supports the larger mission.”

Change management is essential to helping employees understand the purpose behind change and the role technology plays in supporting their work. While evaluating technologies for the FIFA World Cup 2026, we introduced an AI capability on the Visit Frisco website that continued creating value. The solution translated interactions into more than eight languages, increased usage by 25 percent and kept visitors engaged longer.

Building High-Performing Technology Teams

Investing in people is just as important as developing systems. Technology changes quickly, but leadership determines how an organization adapts, executes and sustains progress. I value people who stay curious, keep learning and understand both the technology and the business they support. People who feel appreciated bring their best to work.

Building a high-performing organization also means creating career paths, mentoring staff and giving people opportunities to lead. I encourage hiring from the front line because those closest to the work often bring the best ideas for improvement.

The strongest teams aren't just technically capable. They understand the business, communicate well, think strategically and see how their work supports the larger mission. Investing in leadership development and certifications benefits both the individual and the organization.

Planning for a More Connected Future

Over the next five to ten years, local governments will become more predictive, connected and customer-focused. Data and AI will play an important role in improving decision-making, strengthening emergency response and delivering more personalized services.

That progress depends on strong data governance, system integration and clear policies that make innovation responsible and trusted. Technology should simplify both the resident and employee experience by reducing manual processes and improving self-service.

As CIOs, our responsibility is to align technology with city priorities and prepare our communities with the systems, people and vision needed for the future.

Growing through Challenge and Uncertainty

My advice to future technology leaders is to build your network, stay adaptable and never stop learning. Leadership is about understanding people and the mission just as much as it is about understanding technology and being willing to take on difficult assignments.

One of the most rewarding experiences in my career was helping establish a new energy management department for a utility provider, which went on to save the city more than 2 million dollars in its first six months.

Technology will continue to evolve, but leading with integrity, investing in people, and staying mission-focused will always make the greatest difference.