Development A “New Higher” – Now not A “New Standard”


Ted Ross, CIO, Basic Supervisor, Town of Los Angeles

Ted Ross is CIO for the Town of Los Angeles and Basic Supervisor of the Data Generation Company (ITA). His division of 455 workers delivers endeavor IT services and products to 48,000 workers throughout 45 Town departments and virtual services and products to over 4 million citizens. Appointed through Mayor Eric Garcetti in 2015, Ted has over 23 years of personal and public sector era enjoy, incomes quite a lot of awards alongside the best way, together with #1 Virtual Town, Most sensible 25 Doer & Dreamer, and CIO of the Yr in keeping with LA Trade Magazine. Ted has been featured in Fortune Mag, The Wall Side road Magazine, and The Economist, in addition to, a presenter at many international era meetings.

The COVID-19 pandemic has disrupted our global. From Zoom paintings conferences to digital circle of relatives gatherings, we have now modified virtually each side of our day-to-day lives to forestall the unfold. All through this difficult time, governments have both dramatically redesigned their executive services and products or close them all the way down to the detriment in their constituents. The Town of Los Angeles has confronted the exact same demanding situations. Early within the pandemic, many amenities and public counters needed to shut. Over 18,000 Town group of workers, no longer accustomed to running from house, had been temporarily migrated to telework. Town Council conferences had been moved to digital conferences and lots of trade processes needed to be modified in order that elementary executive purposes may just perform. And whilst this virus has had many horrible penalties for governments and their constituencies, the pandemic has additionally been a catalyst for making improvements to the standard and availability of virtual executive services and products. A catalyst that we want to nurture and develop.

COVID-19 Pandemic as a Catalyst for Higher Executive Services and products

If we benefit from what we have now discovered during the pandemic, if we put into effect throughout our governments what used to be a hit in a handful of departments, and if we enact excellent virtual technique… we will be able to strengthen executive services and products for many years to return. As described through famed UCLA professor, Richard Rumelt, “Just right technique works through focusing power and sources on one, or a only a few, pivotal goals whose accomplishment will result in a cascade of favorable results.” On the middle of excellent virtual technique is figuring out the few pivotal goals that, if accomplished, can be sport converting on your executive or trade. The Town of Los Angeles believes we have now discovered those and printed them in our Town of Los Angeles Virtual Technique: COVID-19 Pandemic & Past.

 On the middle of excellent virtual technique is figuring out the few pivotal goals that, if accomplished, can be sport converting on your executive or trade 

The demanding situations introduced through the COVID-19 pandemic grant us an remarkable alternative to create a “new higher”, no longer only a “new standard” for on-line services and products for the general public. In 2020, the Place of work of Mayor Eric Garcetti formalized this idea below Government Directive #29 (Contactless & Other people Targeted Town Initiative), below which Town of Los Angeles departments should “ facilitate faraway, virtual interactions right through and after the pandemic — saving folks time, cash, and frustration, whilst making improvements to public well being, accessibility, and comfort.” The Town’s Data Generation Company (ITA) facilitated a complete workout for all Town of Los Angeles departments. The problem used to be easy: evaluation all division services and products that had been paused or diminished through COVID-19 and establish digitize and repair them. After two months of reviewing 97 other Town of Los Angeles services and products impacted through COVID-19, the citywide group known 13 key applied sciences that, if applied, would dramatically strengthen how citizens and companies digitally have interaction L.A. Town executive. The ones 13 applied sciences had been followed as a virtual playbook and integrated into a brand new virtual technique.

Organising a Virtual, Contactless Executive of the Long term

In our enjoy, development a virtual executive calls for center of attention on two key objectives:

1. Digitizing Our Executive Team of workers

2. Digitizing Town Division Services and products for Angelenos

First, the virtual IQ of our executive group of workers (workers and elected officers) has a right away affect at the high quality and innovation of services and products dropped at the general public. Elected workplaces and Town of L.A. workers are charged with making plans, imposing, and making improvements to the services and products that they supply to the general public. So, an efficient, tech-savvy group of workers will at once lead to higher virtual services and products for the general public. On the Town of Los Angeles, we have now prioritized concrete movements to strengthen the virtual IQ of our executive group of workers.

This comprises: upgrading our present Google Suite (aka Google Workspace) to empower workers with a complete suite of virtual gear (e.g. Google Power, Bureaucracy, Websites, talent to host webinars, and so forth) and offering digital coaching in those gear, making ready supervisors with “Perfect Practices for Supervising Teleworkers”, and connecting 6,000 extra Town workers with smartphones whilst getting rid of their landlines. Referred to as the “Cell Employee Program”, we started the transfer to smartphones in 2018, saving cash, empowering workers to get right of entry to knowledge anytime/ any place, serving to the recruitment of more youthful staff, and making improvements to crisis resilience (as evidenced through hundreds of Town of Los Angeles workers merely taking their smartphones house after they had to telework because of the COVID-19 pandemic).

2d, the standard and availability of presidency virtual services and products supplied to the general public should be advanced right through and after the COVID-19 pandemic. The 13 key applied sciences that the Town of Los Angeles has discovered as pivotal are the next:

Digitizing Paper-Based totally Processes

1. Digitizing Services and products Thru Fashionable Web pages

2. Subsequent-Degree Carrier with Case Control & CRM Programs

3. Contactless Contracts Thru Digital Signatures

4. Public Engagement by way of Digital Conferences, Counters & Hearings.

5. Paying Expenses On-line with the On-line Fee Portal

Maximizing Consumer Revel in

6. Simple Get right of entry to to Apps The usage of a Unified Virtual ID

7. Bettering Consumer Revel in The usage of Internet Promoter Ranking

8. Enticing Stakeholders with Efficient Social Media

Bettering Division Capability and Potency

9. Organising a Holistic Tradition of Virtual Pondering

10. Bettering Executive Services and products thru Google Workspace

11. Reworking Name Facilities with Interactive Voice Reaction (IVR)

12. Development Higher Apps with APIs & Micro Services and products

13. Scaling Up with Cloud Computing

Development a “New Higher”, Now not a “New Standard”

Thru excellent virtual technique, governments can place themselves to get well right into a “new higher” and no longer only a “new standard.” Leveraging our enjoy in virtual transformation over the past 5 years and the urgency of COVID-19, Town of Los Angeles departments are actually strategically the use of the applied sciences indexed above to comprehend our imaginative and prescient of a virtual and hooked up Los Angeles.

However, that is most effective our adventure. Different governments have known their very own pivotal goals and applied sciences that may become their services and products for many years to return. The COVID-19 pandemic has brought about numerous ache, loss, and financial misery in our country… if there’s something to be received from this horrible match, it’s our accountability to take action. Let’s use the pandemic as a catalyst for higher executive services and products that long run generations can take complete good thing about.

Ted Ross is CIO for the Town of Los Angeles and Basic Supervisor of the Data Generation Company (ITA). His division of 455 workers delivers endeavor IT services and products to 48,000 workers throughout 45 Town departments and virtual services and products to over 4 million citizens. Appointed through Mayor Eric Garcetti in 2015, Ted has over 23 years of personal and public sector era enjoy, incomes quite a lot of awards alongside the best way, together with #1 Virtual Town, Most sensible 25 Doer & Dreamer, and CIO of the Yr in keeping with LA Trade Magazine. Ted has been featured in Fortune Mag, The Wall Side road Magazine, and The Economist, in addition to, a presenter at many international era meetings



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