In my last e-newsletter (subscribe now) and in my recent blog post, I began to explore "Innovation as a Strategy for Success." Using the four-phase Pursuit of Passionate Purpose framework, we'll continue to examine how to align passion with a meaningful purpose, then pursue it persistently, and assess progress along the way.
Using my former CIO position at the State of Colorado as a case study, I presented the first two Practical Pointers last time. Here are additional Pointers 3-6.
1. DISCERN INNOVATION AS A CORE VALUE
2. ESTABLISH A MISSION AND VISION BASED ON INNOVATION
3. ATTRACT AND ALIGN PEOPLE (or TALENT)
The most important organizational asset is People. As Jim Collins explains, "First get the right people on the bus (and the wrong people off the bus) and then figure out where to drive it. If you have the right executives on the bus, they will do everything within their power to build a great company, not because of what they will get for it, but because they simply cannot imagine settling for anything less."
At the Governor's Office of Information Technology (OIT), following the top-priority direction of Governor Polis, we worked to get the right people on the bus. Initially, I, as CIO, had eight executives reporting directly to me. After a deeper evaluation of our key challenges, I reorganized, resulting in just five Executive Staff members: the COO (Chief Operations Officer), CISO (Chief Information Security Officer), CCO (Chief Customer Officer), CSO (Chief Strategy Officer), and CTO (Chief Technology Officer). I retained, promoted from within, moved off, and hired new. We moved parts of the organization around under these leaders to improve processes and better serve our customers, who are the cabinet agencies.
A missing OIT organizational component to support an innovation culture is Marketing. Any entrepreneurial venture knows this is essential. That term does not resonate well in government, so it was named Product Management. This new group, placed in the Strategy Office, would determine what products and services we are offering and why, how we're pricing them, how we're placing them in the hands of our customers, and how we're supporting them over time.
The intersection of values and talents describes Passion. At OIT, our values together with the talents and gifts of the realigned organization became something we were passionate about.
4. DEFINE YOUR PASSIONATE PURPOSE
Next step is to align your passion with a purpose.
OIT established the wildly important passionate purpose or WIPP as Customer Delight. We worked to meet and exceed customers' expectations and build customer satisfaction. This helped build credibility and trust in OIT among all stakeholders including other executive branch agencies, legislature, vendors, employees, and all Coloradans. Using the Net Promoter Score as the measure to assess progress, we increased the agencies' NPS of OIT by 13 points in six months. Amazing!
OIT and each state agency, following the Governor's Office strategic priorities, established annual WIGs or Wildly Important Goals. To give important information to all stakeholders, we issued the OIT Playbook, a strategic and operational roadmap. As a strategy to achieve these goals, we set up an Innovation Incubator that delivered 10 technological solutions to address agency challenges. For example, after quickly assessing agency needs, we implemented multiple virtual call centers to facilitate COVID-19 communications.
5. PURSUE PASSIONATE PURPOSE
Then pursue the purpose with all your heart and soul persistently until you make progress. The pursuit included establishing a plan, as defined in our Playbook and WIGs, and pursuing it persistently with the right people.
I remember attending the NASCIO 2019 awards ceremony for state IT innovation. The State of Colorado did not receive one award, not even an honorable mention. I then set the goal that by the next year Colorado would win at least one. In 2020, OIT won two, thanks to a big team effort!
With the Governor's vision, support and legislative funding, we launched the Colorado Digital Service (CDS) as part of OIT. Modeled after the U.S. Digital Service, this small but mighty group is a private / public partnership of sorts that attracts talent from the private sector to do a 'tour of duty' in government. They bring in a user-centric design focus with agile methodologies and the ability to diffuse new team processes.
6. ASSESS PROGRESS
Through a dedicated team effort, OIT accomplished all of its WIGs in addition to dealing with COVID challenges. For example, OIT supported moving 80% of the state workforce to work remotely, innovated new solutions to expand the Colorado Department of Public Health and Environment testing lab, and much more. Guided by the Governor's vision to have the agencies be accountable for their major IT solutions, we also put together an IT transformation plan to move to a reimagined hybrid operating model and set the steps to launch it.
Knowing the foundation had been set and the turn-around working, I assessed good personal progress and then moved on.
Using the Pursuit of Passionate Purpose approach, innovation can be nurtured and implemented. Innovation will positively impact public and private sector organizations and help build a stronger state, nation, and world. Innovation delivers extraordinary results!
In the meantime, I'm seeking the right organization to make an even bigger innovative impact through a C-level position and/or board seats in the private or public sector.
Theresa M. Szczurek, Ph.D.
C-Level Global Executive, Corporate Director, and Colorado CIO of the Year
Copyright 2020 Theresa Szczurek. All rights reserved. (please share this blog post)