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NASCIO Day Two: Accelerating Change

Multi-sourcing in Texas, Indiana's data-driven opioid strategy, a unified citizen experience in Tennessee and powering through procurement pain points: highlights from state IT leaders at NASCIO.

by , / October 25, 2018
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Texas CIO Todd Kimbriel

Managing a Complex Service Environment in Texas

In recent years, the move toward the CIO as a broker of IT services has been a major topic of conversation among public-sector tech leaders. The government CIO is no longer the person who makes sure the Internet is up and running and the servers are online; they are now an intermediary between government agencies and service providers, negotiating what systems will work for their agencies and what those relationships should look like.

At a Tuesday afternoon session at the National Association of State Chief Information Officers (NASCIO) annual conference, Texas CIO Todd Kimbriel described how his state’s ongoing work with multi-source integrator Capgemini has worked to improve IT services and empower agencies to look at how they can use tech to achieve their business objectives.

Old-style “monolithic” awards weren’t effective, and as the state entered into multiple smaller contracts for various systems, there was more complexity in how those services were managed. So Texas adopted the multi-source service integration model — DIR now offers five “towers of service” to customer agencies, and rather than those customers having to interact with five different systems, everything comes back to a “single pane of glass,” Kimbriel said. Texas started the contract in its data center and is now expanding enterprise-wide. 

Mark Stein, executive vice president with Capgemini, put it this way: You don’t want five vendors each with their own service catalog; you want one catalog that covers those services and offers a “marketplace of capabilities.” Plus, it creates a plug-and-play capability, meaning that if the state opts to change providers for one service or another, the agency customer sees no change in how they interact with the service integrator.

Kimbriel said they have seen 100 percent satisfaction from customers since introducing the model, as well as reduced prices and elimination of technical debt. Other states, including Georgia and Virginia, have pursued similar investments in multi-source integrators.

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Lauren Harrison Managing Editor

Lauren Harrison is the managing editor for Government Technology magazine. She has a degree in English from the University of California, Berkeley, and more than 10 years’ experience in book and magazine publishing.

Noelle Knell Editor

Government Technology editor Noelle Knell has more than 15 years of writing and editing experience, covering public projects, transportation, business and technology. A California native, she has worked in both state and local government, and is a graduate of the University of California, Davis, with majors in political science and American history. She can be reached via email and on Twitter.

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