AUGUST - 202219GOVERNMENT CIO OUTLOOKINSIGHTSCIOIt's About Service ExcellencePaul Jones, CIO, City of West Palm Beach, FLByo measure the true value that is earned using technology, we must look beyond the technical aspects and benefits, and ultimately determine if the users are effectively using it. It is important to understand that IT management encompasses more than just "Information" and "Technology"; it is as much about service excellence and adopting a strong business-based management platform. If you take a holistic view of an IT department, it becomes apparent that IT is a service organization, in the purest sense. What we provide are the tools and equipment for people to successfully complete their jobs, and it is important that we keep service excellence at the forefront of everything we do. Without a doubt, this is an overly simplistic view of IT, as we know IT leadership is a multi-faceted, very challenging endeavor. We are constantly balancing goals such as rapid delivery without sacrificing quality, implementing security measures that minimize impact on the end user, providing innovation and maintenance, prioritizing demands with limited budgets, and so on. The list can be endless. As IT Leaders, we must be adept in many roles, and we are required to be specialists in a myriad of areas, including business law, vendor relations, project management, performance management, governance, security, finance, purchasing, risk management, inventory management, operations, and service excellence. However, these roles are not just indicative of the high level services we must provide our users, they also ensure our users have the tools, equipment, guidance, support, maintenance, infrastructure, and a safe and secure working environment to perform their jobs. T
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