Jamie Grant, Chief Information Officer for the State of Florida, charts the genesis of a transformation program delivering a Digital Service supporting federal agencies to achieve their goals.

Subscribe

Jamie Grant, State of Florida

Jamie Grant, Chief Information Officer for the State of Florida, charts the genesis of a transformation program delivering a Digital Service supporting state agencies to achieve their goals.

Florida Digital Service

The State of Florida created the Florida [Digital Service] (FL[DS]) to deliver better government services and transparency to Floridians through design and technology. FL[DS] was established in 2020 and is committed to transforming government.

Grant has been the CIO for the last two years, leading FL[DS] through a fifth iteration of a digital transformation program. “When I arrived, 92 percent of every dollar went through the State Data Centre. I don’t believe government should be in that business because I just don’t think we can do it well. The remaining eight percent of the dollars were for things like cybersecurity, data management and service experience.

“Flash forward, and with the Governor’s leadership, and the legislature buying in, we’ve now right sized and are no longer in the Data Centre business. It’s a huge liability off our books. Simultaneously 100 percent of our dollars are now focused on our cyber plan. The improved experience of our users and citizens are the things people care about. The team at the FL[DS] have created a platform to establish credibility and build trust.”

A digital transformation journey

“We’re on the right path,” assures Grant when assessing the progress of an energetic start-up approach over the past two years. “The Florida Digital Service (FL[DS]) doesn’t have any constituent-facing responsibilities today. Meaning, we don’t manage or develop applications that a resident of Florida or a taxpayer of Florida uses. We offer lots of support and do governance. And that’s a huge asset… When you think about operating identity and access management it’s a lot harder to carry out federated identity if any random entity can show up on the other side of a transaction. It’s already hard to do it for government employees.

“However, because we do not have any direct public-facing responsibilities, nor are we in the e-commerce business. For example, if an agency’s site goes down and cannot be accessed, FL[DS] acts like ‘special forces’ – we come and help that specific agency, but it’s not our direct responsibility.”

Grant remains confident in the process. “We’ll become a true digital transformation for our citizens’ and constituents’ front door. I do not think they care about what branch of government they need to deal with – they just want to get their driver’s license in a digital fashion, their tag renewed, whatever it may be. They want an experience where they can do their transaction through a single front door. Where other states are starting with that, CX/UX forward facing, I actually think that is the recipe for real challenges- because the focus is on the front-end experience before the back end is strong.”

Read the full story here!

Subscribe

Related Stories

Sinclair Broadcast Group: a cyber transformation

John McClure, CISO at Sinclair Broadcast Group – a diversified media company and America’s leading provider of local sports and news – talks about the evolution of cybersecurity and the cultural shift placing it at the forefront of business change.

ResultsCX: People power at its core

Jamie Vernon, SVP IT & Infrastructure at ResultsCX, discusses what drives customer care in the 21st century, and the part technology has to play.

Nuffield Health: digital transformation for a healthier tomorrow

Jacqs Harper and David Ankers, IT leaders at Nuffield Health, describe the organisation’s incredible digital transformation and how its people-first attitude runs deep

PPS: levelling the playing field through technology

Tech leaders Derrick Brown and Don Wolff on modernising the classroom, dismantling systemic racism, and the power of teamwork at Portland Public Schools

U.S. Dept of State: keeping diplomacy connected

Todd Cheng, Director of IT Customer Service at the U.S. Department of State, talks about the ever-evolving relationship between technology and diplomacy

IAG: tech procurement linked to purpose

Claire Ledder, CPO & VMO for Procurement, Partnering & Commercial (PP&C) at IAG, reveals the transformative approach to technology procurement being deployed by an Australian market leader home to several leading insurance brands

Afni: security as a business enabler

Afni and its CISO Brent Deterding are breaking down the traditional and perceived barriers between security and the boardroom, transparently positioning cyber effectiveness as a critical enabler of improved business outcomes

EdTech: three decades of transformation

Michelle Murphy, Superintendent of the Rim of the World Unified School District, reflects on her career in education and three decades of change in EdTech

Virtusa empowers businesses to change, disrupt and unlock new value

How Virtusa is driving digital transformation with the pace and passion of a startup delivered with expert execution on a global scale

We believe in a personal approach

By working closely with our customers at every step of the way we ensure that we capture the dedication, enthusiasm and passion which has driven change within their organisations and inspire others with motivational real-life stories.