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so both should be comfortable with the tech- nology and business operations involved for the best results. In addition, by understanding each other’s business operations, employees from both sides can offer innovative ideas in technological improvements and process efficiencies over the life of the contract.

Maintain Executive Support and Customer Focus: For the project to succeed, support at all levels of the organiza- tion is critical. From the constitutional offices, the executive level, the employees and citi- zens, communicate what the project is about, who it will affect, how long it will take, and what benefits will be realized. Executive sup- port is critical to illustrate to stakeholders that the project will move forward with complete support. In addition, the executives become the champions of the project evangelizing the benefits that will be realized.

Deciding to move to outsourcing is a cus- tomer-focused move from the start. One way to evaluate if the outsourcing is meeting the needs of the customer is to conduct customer satisfaction evaluations, not only of the end user, but also of the government leaders. Expectation management is important so as not to over-promise early improvement as transition is under way.

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A Strategic Guide with insight from THE CENTER FOR DIGITAL GOVERNMENT

LOCAL GOVERNMENT PARTICIPANTS AND SPONSORS:

Chris O’Brien, CIO, Chicago, Illinois

Karl Kaiser, CIO, Minneapolis, Minnesota

Mike Knuppel, CTO, Montgomery County, Maryland

James Haley, Associate Director, City Utilities, Fort Wayne, Indiana

Beverley Broome, Deputy CIO, San Diego County, California

Nadeen Biddinger, Deputy Director, Indianapolis/Marion County, Indiana

Paul Dommel, Manager, Public Sector Strategy, IBM Global Services

Lisa Mattivi, Director of Strategy, Public Sector, IGS

Syd Dorsey, Marketing Manager, IBM Public Sector Industries

CENTER FOR DIGITAL GOVERNMENT PROJECT TEAM

Cathilea Robinett Executive Director, Executive Vice President, e.Republic

Susan Benton Director, Strategic Initiatives

Marina Leight Director, Center for Digital Education

Michelle Gamble-Risley Executive Editor

Caroline Drakeley Writer

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