Walk & Talk: Enhancing major incident management in Colorado

Colorado Digital Transformation Officer Brandon Williams highlights how Colorado responds to problems or issues across the IT enterprise.

Editor’s Note: Since May 2017, Brandon Williams, Colorado’s Digital Transformation Officer, has been publishing videos in which he “walks and talks” with his colleagues at the Colorado Governor’s Office of Information Technology. In June 2017, StateScoop and OIT partnered to give the series a home on StateScoop. The posts are also available on OIT’s blog , and via a YouTube playlist .

When there is an information technology issue that impacts many employees — like an application not working or a system down — it’s described in IT terms as a “major incident,” although there may be more “colorful” language employed by users…

In Colorado, we have a team devoted to managing these major incidents. They’re charged with bringing the appropriate individuals and teams from OIT together to coordinate the work of getting the issue fixed. Keith Rudder is one of those team members, and is an Incident Manager with our agency.

Over the past few years, OIT has focused a lot of energy on modernizing our incident management process — including building a custom dashboard. It’s a site and notification system that fits our unique needs across subject area and geographic notifications. This dashboard gives Keith and his team the ability to notify all of OIT of the incident and explain how it’s being remedied.

As a result, we’ve dramatically improved response, reaction and notification times to impacted users. We have standardized the format and types of notifications to help create a cadence and expectation of service information and our incident management team continues to push into new areas to improve collaboration, transparency and accountability. This is a subscription service designed for OIT staff, but we’ve also made it available to our customers for full transparency.

If you’re interested in doing a Walk & Talk in your state or local government, contact Jake Williams, StateScoop’s Associate Publisher and Director of Strategic Initiatives here .

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