As states consolidate, customer relationships matter more

‘Consolidation and optimization’ of IT systems has held a spot on the National Association of State Chief Information Officers’ top ten priority list since the first edition, but as state IT becomes more consolidated, other priorities move closer to front of mind for state technology officials. “Customer relationship management moved up onto the list for the first time,” Doug Robinson, NASCIO’s executive director says on an episode of StateScoop’s Priorities podcast. “It’s in alignment with the growing consolidation and unification of the business models of state CIOs.” For the 2019 edition of the list, the four top priorities from 2018 remained in their positions, while customer relationship management appeared on the list for the first time since NASCIO began chronicling the top state CIO priorities in 2006. Some state CIOs are finding that as their consolidation projects wrap up, they now have dozens of new customer agencies, making managing those … Continue reading As states consolidate, customer relationships matter more