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Seattle IT outlines three-year work plan, performance metrics and AI approach; CTO Rob Lloyd to depart
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Summary
Seattle IT presented its organizational redesign, new performance metrics (customer satisfaction, project success, service reliability, employee engagement), an AI plan focused on augmentation, and cybersecurity upgrades; CTO Rob Lloyd announced his upcoming departure and council members thanked his leadership.
Seattle IT briefed the Governance and Utilities Committee on March 12 on an updated organizational structure, a three-year work plan and new performance metrics intended to improve delivery and accountability across city technology services.
Chief technology officer Rob Lloyd and senior staff described a shift toward defined strategic "pillars" (maintain, projects, assess/plan), a dashboard that tracks assignments and due dates, and four core performance measures: customer satisfaction, project success, service reliability and employee engagement. Lloyd said the department is working to reduce an inventory of some 2,900 products, improve project success rates and raise service-availability targets. Staff reported an initial customer-satisfaction score near the high 60s despite recent budget and staff reductions, a project-success rate that rose markedly after process changes, and a decline in priority-1 outages compared with the prior baseline.
The presentation highlighted Seattle IT's role in preparations for major events (notably World Cup support), modernization projects (business-operations tax implementation, police and fire timekeeping), and the department's approach to responsible AI. Lloyd said the AI plan will "augment, not displace" city employees and listed three priorities for labor engagement: unburdening staff tasks, enabling better decisionmaking, and improving responsiveness.
Council members thanked the IT team for measurable progress and said they value the new dashboard and transparency. Council member Kettle praised work supporting public-safety operations and observed that stronger IT systems help first responders and other city functions. Council member Strauss expressed concern about long-term funding for Seattle Channel given declining cable revenues and reiterated the need for stable revenue sources.
The meeting also served as Rob Lloyd's final committee briefing; council members offered public thanks. Lloyd said he is grateful for the opportunity to serve Seattle and indicated he will depart for a new role; staff confirmed Tracy Cantrell will be acting CTO upon his departure.
No committee action was required for this informational item.
