Leadership Vision “Collaborate” Manager Created Process - PowerPoint Presentation

Leadership Vision“Collaborate”Manager Created Process“Collaborate”Employee/Customer Engagement“Collaborate” 1 1

Welcome!David CagigalChief Information Officer/Division AdministratorWisconsin Department of AdministrationDivision of Enterprise Technology2 2

Vision – Work to be the Service Provider of Choice.Mission – Deliver IT resources that optimize citizen interactions with State Government.3DET Focus 3

DET Guiding PrinciplesCollaborative - Collaborative, interagency governance mechanisms steer the course of enterprise IT.             Customer-Centric - Enterprise IT is designed to address the needs of agency customers and will be measured accordingly. Shared Services - Shared services, with the cost-effectiveness and enhanced security they bring, define the state’s current and future model of service delivery to agency customers.Innovation - Enterprise IT services should allow customers to focus their resources on innovation and continuous process improvement, in order to enhance government services for the benefit of state residents and employers. 4 How we add value 4 4

INSPIRE CommunicationCustomer ServiceEnterprise PartnershipSL VisionPartnership Service DeliveryOptimize RatesMission/Vision Employee Action CommunicationSense of UrgencyLeadership/ProcessEngagementPrioritization 2015 IT Leadership Survey: 2.3 2016 IT Leadership Survey: 2.7 2015 DOA Users: 3.0 2016 DOA Users: 3.1 Connect Connect Connect Connect Connect Connect Employee Action Plan Section Chief Engagement Plan Do we have… E S P? Enterprise Service Partnership 5

6 Agency IT Leadership Survey Results 2.5 indicates nuetral

7 Agency IT Leadership Survey Results Percent who agree/agree strongly

8 Agency IT Leadership Survey 2.0 is somewhat satisfied 2.0 is somewhat

9 Agency IT Leadership Survey Results Percent satisfied/very satisfied

10 Agency IT Leadership Survey Results

11 Agency IT Leadership Survey Results

12 DOA Users Survey Results Average is 2.5

13 13 DOA Users Survey Results

CS Focus group video 14 14

Survey Results: Establish Baseline Optimization and the Enterprise Relationship 15

“Thinking as a Part of the Enterprise, Acting with Urgency to Customer Needs” Communication Add context/definition to the vision of consolidation - include enterprise and consumer to enable this to be executable and believable Shape perception of what a service provider is Ensures enterprise is in-sync to deliver goals & objectives Process Define R&R of each Governance/Advisory/Steering group for clarity IT leadership value & support initiative to create & sustain the culture Cultivate environment for safe & neutral process development/review Technical Platform/Design Include cross section of agency/DET SMEs in all new technology discussions SME input: evaluation of execution for each platform service 16

Survey Results: Common Themes We Heard You… Agency IT staff understanding of consolidation/optimization vision is inconsistent or not present Agencies feel excluded from creating and shaping solutions to their requests – request greater involvement in decision makingA desire for DET to refine communications and processes to agency requirements Expectations of service cost reductions in an IT Enterprise environment are not being met Improve transparency: Project Updates and SR resolutions Perception: DET takes on too much and lacks adequate staff to address in a timely manner Technical solutions: are not being driven by business and agency needs or are at odds with existing DET services 17

Common ThemeAction Plan CategoryDET Staffing: A consistent theme is the perception that DET takes on too much and lacks adequate staff to address service requests in a timely manner CommunicationProcess DET needs to improve transparency in service request resolution and project updates Communication DET general follow-up communication with agencies is inconsistent Communication Process DET is often perceived as the barrier to providing agency timely resolutions to service requests Communication Process Expectations of service cost reductions in an IT Enterprise environment are not being met Communication Process Technical Platform/Design Technical solutions vs. business needs discussions create challenging platforms for collaborative solutions and create a perception DET is concerned more about the IT enterprise than customer business needs Technical Platform/Design Agency IT staff understanding of consolidation/optimization vision is inconsistent or not present Communication Individual agency service experience is often varied based on individual DET staff providing the service Process Requests to provide agencies greater involvement in decision making Process Requests for DET to provide greater planning and process in communications Communication Process 12 Agencies Participated 296 Opened the Survey / 119 Participants Completed the Survey 2016 Optimization Survey Summary Action Plan Tuesday, June 21, 2016 “Thinking as a Part of the Enterprise, Acting with Urgency to Customer Needs” 18

E nterprise O ptimization Program Many Opportunities across the Enterprise Ask the right questions Invite diplomacy among team members Help parties reach mutually acceptable outcome Collaboration Identify root cause of problems & develop solutions Lean & Value Stream Mapping Inspire enterprise with new ways of thinking & new ways of doing business Continuous Process Improvement Reformulate problems into common language Create common ground between Agency IT/Business & DET Develop functional requirements based on business needs Quality Service Research best practices & standards Provide training & career advancement opportunities Mentoring Partnership

Service Measurement 20

In a study of 703,041 respondents, Inspires and Motivates is rated as Most ImportantManagerPeerDirect ReportSelf OtherTotalInspires and Motivates Others 24121 77955101716 221474278 268717Displays High Integrity and Honesty1724080837978561893148821263685Solves Problems and Analyzes Issues 2083389035 82426 17707 5035 260346 Drives for Results 27753 87788 68443 21052 44863 249889 Communicates Powerfully and Prolifically 18601 82412 81293 17381 4737 247064 Collaboration and Teamwork 20786 86092 70725 15777 45900 239280 Builds Relationships 17120 74064 65420 15414 38824 211942 Technical or Professional Expertise 17035 73031 53446 12170 37202192884Develops Strategic Perspective13469 59000540221364132752172884Develops Others1252939334 588981092021021142702Takes Initiative 128314774835906 787325733130091Champions Change1010338658 335028149 21031111443Innovates8984 39193 32167 7675 20212 108231 Connects the Group to the Outside World 5740 30325 31827 4552 16932 89376 Establishes Stretch Goals 7429 23109 22573 4342 11570 69023 Practices Self-Development 4829 16931 19720 3462 7885 52831 21 © 2012 Zenger Folkman The Inspiring Leader Workshop TM 21

Mean Scores for the 16Differentiating Competencies22 The Inspiring Leader Workshop TM © 2012 Zenger Folkman 22

Deliver A Positive Customer Experience6/21/2016 23

INSPIRE CommunicationCustomer ServiceEnterprise PartnershipSL VisionPartnership Service DeliveryOptimize RatesMission/Vision Employee Action CommunicationSense of UrgencyLeadership/ProcessEngagementPrioritization Connect Connect Connect Connect Connect Connect Employee Action Plan Section Chief Engagement Plan Do we have… E S P? Enterprise Service Partnership 24 2015 IT Leadership Survey: 2.3 2015 DOA Users: 3.0 2016 IT Leadership Survey: 2.7 2016 DOA Users: 3.1

InvolvementNoticeStandards Philosophy I Can Results Excellence25Leaders share vision

Working as Partners with Agency Customers“Thinking as a part of the enterprise, acting with urgency to customer needs”PartnershipOptimization TeamService Delivery Rates 6/21/2016 26

DET Customer Service 27

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InvolvementNoticeStandards Philosophy I Can Results Excellence30Managers create process

9 Opportunities for Managers to Engage31 Emotional Connection Setting Stretch Goals Staff Development Consistent Communication Clear Vision Collaboration Taking Initiative Innovative Change Champion

Include DET Engagement Wheel 32

InvolvementNoticeStandards Philosophy I Can Results Excellence33Employees describe actions

What Creates A Single Common Path?34 Pinch Point Pinch Point Organization Path Individual or Customer Path Comp Comp Org Growth Strategic Plan Culture Career Growth Me Personal

The Value of Connection 35 Employees Customers Employees Customers

EmployeesCustomersThe Value of Connection 36

6/21/2016DET Employee Engagement Results 37

6/21/2016DET Employee Engagement Results 38

What INSPIRES A Single Common Path?39 Pinch Point Pinch Point Organizational Path Success Individual Path Fulfillment Comp Comp Org Growth Strategic Plan Culture Career Goal Me Personal

8 Opportunities for Staff to Act40 Display Enthusiasm Understand Others Build Listening Skills Provides Transparency Build Collaboration Know Organizational Process Know Technical Process Change Champion

Manage the best you canFocus hereAvoid as much as possible Be careful here 41

42A Service Provider Awareness: Stephen Covey

Time Management43

“Thinking as a part of the team, Individual actions of value”Key Takeaway 44 Team ProcessIndividual Actions

Thanks for taking time to attend!45