Rapid response during the health crisis was facilitated by strong relationships with agency customers, says Texas CIO Amanda Crawford.

As CIOs' offices mature, NASCIO recommends embracing the practice of business relationship management, which blends the roles of customer and vendor management.

Long before anyone consumes a service or downloads an app, government needs to understand what people want and need, says Colorado CIO Theresa Szczurek.

State chief information officer Theresa Szczurek says the state’s doing a lot with CRM, but also prioritizing and taking on tasks one at a time.