Running Effective Small Shops

1. Running Effective Small Shops Overcoming the Hurdles NC Digital Government Summit

2. Smitty Locklear Mr. Locklear has over 22 years of IT experience. With a BS Degree in Math and Computer Science from Pembroke State University, he has had experience in Analysis, Systems Design & Development, Networking, Technical Support, and IT Management. He has worked as a programmer analyst in private industry, IT Manager for the NC Division of Social Services, Computer Consultant for Wake County Computer Center, Network Manager for NC Department of Health and Human Services, and currently serving as Chief Information Officer for NC Department of Administration. Dante Patterson Mr. Patterson is currently in his 20th year with Lincoln County. He was tasked with forming the County Data Processing Department (now MIS) from the ground up, roughly 16 years ago. He brought the department from a 1 man operation to currently employing 5 full time positions that support roughly 500 workstations located at 24 different facilities. He has worked in the private sector as a programmer, systems analyst, and consultant and later this month he will become the acting president of NCLGISA. Michael Basham Mr. Basham is currently the Manager of Information Technology Services for the City of Wilson. He spent 15 ½ years with Wake County Information Services as a programmer, systems programmer, and IT manager. Between these two IT employs he spent 3 ½ years as a remodeling contractor in a family business.

3. Who’s My Partner? • External Partners • Vendors • Contractors • Other Agencies – Mostly Untapped • Internal Partners • Department Heads (Can you share costs/staff) • IT Staff • IT Steering Committee

4. Who’s Got Time For Training and Team Building? • Training • IS/IT requires lifelong learning • Training is important, fight for it • Leverage existing staff resources - • Promote information transfer from business partners and Consultants • Build time in all projects for knowledge transfer • Acknowledge employee accomplishments

5. Who’s Got Time For Training and Team Building? • Team Building • Consider holding regular staff meetings • Be very open in information sharing • Occasionally rotate tasks for team building • Hold periodic staff lunches and other "off-line" events • Celebrate ANY/ALL successes

6. Who Ya Gonna Call?Developing an Effective Help Desk • Improve efficiency with tiered support • To the end-user, perception is everything • The importance of choosing the right tool for the job • Build a knowledge base of successes • Tracking and benchmarking progress • 7 C's of Service - concern, courtesy, consideration, consultation, conscientiousness, confirmation and consistency.

7. Why Can’t I Have an iMac?Standards and Reduced Scope • Justification • Defining Standards • Funding • Implementing Change • Maintenance & Production

8. Project Management – Isn’t that for Big Shops? • Justification • Business Requirements (important) • Funding • Out-Sourcing versus In-House • Life Cycle

9. Do You Know Where You’re Going To? • Strategic Planning - Who’s Got the Time • What Happens if You Don’t • Schedule a Meeting with Your Self • Include others on your staff or other departments • You Have to Occasionally Get Above the Fray • Advertisement – CIO School UNC SOG

10. Questions

11. Smitty L. LocklearChief Information OfficerNC Department of Administration1325 Mail Service Center Raleigh, NC 27699-1325 Phone: (919) 807-2301smitty.locklear@ncmail.net Dante’ G. PattersonDirector Management Information SystemsLincoln County Government Phone: (704) 736-8432dpatterson@lincolncounty.org Michael BashamITS ManagerCity of Wilson112 Goldsboro St. E Wilson, NC 27894 Phone: (252) 399-2151mbasham@wilsonnc.org Contact Information