Technical Impact: Making Your Information Technology Effective, and Keeping It That Way by Kuebler Al

Author:Kuebler, Al [Kuebler, Al]
Language: eng
Format: epub
Publisher: CreateSpace
Published: 2014-08-09T21:00:00+00:00

Various groups began describing desired performance outcomes with brief mantras. For computer operations, it was, “Lower than two seconds’ response time, and no single point of failure.” For applications development, it was, “As specified, on time and for the agreed price.” We began to hear fewer complaints, a period we dubbed the “wait and see time.” Then, instead of having to gauge our success on the basis of the relative silence, we started to receive actual kudos. With that, a spirit of competition among the various IT functions set in, and the trend was irreversible.

Meanwhile, we held a series of meetings with the client agencies to demonstrate that we understood their issues. About ten months in, the county librarian called. She had heard some good things about what we were doing and was considering "recentralizing" her data processing operation. Decentralization had come with its own headaches—IT staff were hard to retain, for example, because they had no career path in her department. She ended up signing back on with central IT, a move that we highlighted in our newsletter with her photo and the quote, “I don’t know why I waited so long.”

As others followed, central IT’s billings grew dramatically. Over the next eighteen months, the unit costs for IT services fell to a point lower than it had been in years. More importantly, a good chunk of our IT professionals were demonstrating pride in their work, and creative ideas were flowing.

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