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State IT leader urges shift from transactional IT to service-based metrics
Summary
An executive-branch IT leader told JITOC the administration is shifting to a service-based model with measurable metrics (performance, uptime, usability) and urged sharing those metrics with users across branches to improve coordination.
An executive-branch IT leader described moving from a transactional model to a service-based approach that uses metrics to measure capacity, performance and quality. She said metrics such as uptime, access and system performance should be visible so consumers in the judiciary, executive and legislature can evaluate whether services meet needs.
The leader said that when branches can see consistent, granular service-level metrics—potentially via email or a shared dashboard—it opens a feedback loop for users to raise issues and for IT teams to address them. She emphasized that people and trust matter in communications and that the metrics should be meaningful to nontechnical users as well as IT staff.
