State of Colorado IT highlighted in GovExec as example of Smart Lean Government

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Matt Tricomi

Xentity staff has been supporting Methodology Development with ACT-IAC on Smart Lean Government – http://smartleangovernment.com . A recent GovExec article has come out highlighting Smart Lean Government as well as the State of Colorado. 

Opening

In a data-driven world, agencies can’t afford to go it along any more. When Hurricane Katrina struck the Gulf Coast in 2005, the response and recovery were considered a disaster for government. There was no clear chain of command.

Our efforts at Smart Lean Government is in trying to introduce cross-government management and design of services across communities, be life event-based, and find ways to integrate services in design and implementation.

You can see the print magazine version in PDF here or the web version.

Here specifically is the part on the State of Colorado Office of Information Technology point of view

Treating Citizens Like Customers in Colorado

As a private sector technology executive, Kristin Russell [note: recently outgoing CIO] watched companies become adept at tracking customers from one division to the next and learning everything they could about them along the way. 

When a warranty expired, a product was recalled or a superior product came out, they knew just who to contact. And they knew the best way to contact them. 

When Russell became Colorado’s chief information officer, she saw something different. State agencies weren’t competing with anyone, so they had little incentive to offer great customer service. 

This wasn’t just bad for citizens. It was costly for government too. One agency spent $4 million annually on postage. If citizens could opt for email-only contacts statewide, that figure could be reduced significantly, Russell says. 

Russell and Colorado’s Chief Technology Officer Sherri Hammons started planning for a governmentwide customer relations management system that could recognize citizens from one agency to the next, save their addresses and personal information, and alert them to services they might qualify for. 

An early version, called PEAK, offers a unified portal for medical, welfare and child support services and links to the state’s new online health insurance marketplace. Russell hopes to expand the PEAK concept across Colorado’s 22 agencies so citizens can interact with government once and be done. 

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Xentity is excited to be supported both the SLG initiative and a service provider for the OIT in support of moving to IT in the state to a customer oriented set of services as part of the Xentity’s recent award of IT IDIQ from State of Colorado.

Xentity holding Methodology Development review for ACT-IAC, Smart Lean Government

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Wiki Admin

Xentity, Methodology Development example (2002-2008 How TAA grew to MBT grew to OMB FSAM)

Over 6 years, it took several iterations of method, applying to projects scaling up method scope, application on programs/segments, lots of info sharing, and then promotion to base of FSAM. This is not to direct the Content of the ACT-IAC, Smart Lean Government (SLG) efforts, but how the method got developed, training material built out and trainer, how the team went out information sharing, promoting, and then helping apply to support true business transformation and modernization blueprints.

Summary of Objectives:
– Covered how Xentity and partners supported the Dept of the Interior iterate/develop the “Methodology for Business Transformation” showing some sample deliverables, templates, and visuals
– Discuss how we iterated from Bureau TAA (02-03) to DOI MBT (04-06) to OMB FSAM (07-08) through maturing from bureau, to agency, to federal through not only iterative method development, but through applying in iteration. First a few blueprints at bureau, then four at agency cutting across different driven blueprints (legal, organization development, target architecture, and shared services), then improving the method, and doing more blueprints, then doing more communications and training, and finally, promotion to OMB through collaborative integration with other methods.
– Cover lessons learned, critical success factors (i.e. framework agnostic, mapping to frameworks, culture understood, tested in 3 cycles of blueprints, breaking into services, first attempted foray into doing as NGO in 2006)
– Pitfalls (i.e. overselling, under training, lacking certification, didn’t emphasize earlier phases, limited bureau accountability, perception and politics, moving to FSAM – losing key aspects, calling it method instead of approach, perceived waterfall and not presented situational, training/maintenance budget limits)
– Cover things we would do now differently (i.e. wiki, more examples, more new Media communications)

Related Xentity links:

 

Xentity Hosting Geo Colorado Meetup

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Wiki Admin

A Geo Colorado Meetup is scheduled for this Thursday 8/8 at 7PM in Golden near Colo Mills/NREL at Xentity Headquarters. 

The Geo CO group – http://www.meetup.com/Geo-CO/ – formed in early 2012 with a goal of:
This is a meetup group for those in the Colorado area who like maps, GIS, OpenStreetMap, cartography, shapefiles, cartodb, tilemill, and anything in between. Based on the idea to help connect each other for learning and socializing about mapping, software, projects, datasets, biodiversity and anything else that sounds related.
Meet some other folks and hear what interesting projects, tech, problems they are working on. 
Invite others, more the merrier. If you aren’t available, but think of others that may be, feel free to pass this on.