Could you share with us your roles and responsibilities as the CIO of the City of Melbourne and how your typical day looks like?
As the person in charge of managing and advancing the technology stack for the City of Melbourne, my key roles and responsibilities encompass a wide range of tasks. These include exploring and adopting new technologies, such as cloud technology and cybersecurity, as well as developing additional applications or enterprise applications that can be utilized by multiple departments to move away from application silos.
Another crucial aspect of my job is to ensure that the data we collect is secure and easily accessible to those who require it. By enabling departments to access and analyze this data, we can empower them to make informed decisions that benefit both their specific area and the city as a whole.
It’s essential that we provide the best services possible to our citizens while being mindful of how we use their tax dollars. As good stewards of public funds, we must find ways to stretch every dollar and ensure that we maximize its impact.
What are some of the major challenges prevailing in the government sector lately?
As the City of Melbourne strives to keep pace with technological advancements, we face significant challenges. One of the most pressing is the competition for resources, particularly among talented individuals who can drive innovation. Private businesses in our vicinity often offer more lucrative salaries than we can match, making it difficult to attract and retain top talent.
Another challenge we encounter is the scarcity of resources. Due to tight labor markets, we don’t always have access to the necessary full-time staff to perform all the functions required. Consequently, many employees are tasked with multiple responsibilities, which spreads our resources thin and slows down our progress.
We need to work in partnership with our customers to identify the best solutions and implement them in a timely manner
Additionally, all our funding comes from taxpayer dollars, and we must be mindful of how we allocate and spend these resources. We may face limitations on implementing certain projects or technologies that we believe would be beneficial due to budget constraints.
While we strive to keep up with new technologies, we must be pragmatic in our approach and ensure that we use our resources in the most efficient and effective manner possible.
What new trends have you seen emerging in the market lately to tackle some of the major pain points?
One trend that’s gaining traction is the adoption of no or low-code solutions. These platforms can be particularly useful for municipal governments that don’t have a large team of programmers to build custom software. By leveraging low-code solutions, we can quickly and easily implement systems that bring better value to our citizens and the city.
Another trend that has gained significant traction in the past five years is the move toward online forums and access. This shift has made it easier for citizens to access our services without having to visit a physical location. With online services, citizens can perform functions, fill out forms, and even apply for permits from the comfort of their own homes. This is a significant advantage for citizens, as they can now access services 24/7/365, without the need to make appointments or travel to a physical location.
For instance, a contractor can now apply for a permit at 11:00 PM on a Sunday night when they have downtime. They can complete their payment online using a credit card, and the entire intake process of their application can be completed in a short period of time without having to visit City Hall. These trends represent exciting opportunities for municipalities to improve services and enhance citizen engagement.
Is there any project initiative at your company where you have implemented these trends to make the project successful?
In 2019, during the COVID pandemic, we implemented a land management solution program called Tyler EnerGov for our permitting and planning departments. This platform allowed builders, developers, and construction personnel to apply for permits and planning sessions online, streamlining the process and reducing wait times. Construction personnel could also use the system to schedule inspection services for the multiple disciplines involved in the construction process.
As a result of this implementation, we were able to significantly reduce the permit timeline for single-family homes by nearly 30 percent. What used to take around 90 days to approve a permit now takes about 60 days. This saved considerable time for construction projects, helping citizens move into their homes more quickly, enabling contractors to complete jobs faster, and getting properties on our tax rolls sooner, thus boosting our revenue.
This technology has positively impacted both citizens and the city’s financial health. By leveraging digital solutions, we were able to increase efficiency and reduce wait times, improving the overall experience for citizens and stakeholders alike.
As a CIO, how do you envision the future of the government space you work for?
Many exciting developments are happening in the technology space that is relevant to municipalities. One of the most significant is the advancement of security measures to protect not just data, but also personnel and applications. This is a crucial area where we are seeing rapid progress, and it’s becoming increasingly important to ensure that we have the latest technologies and processes in place to safeguard our assets.
Another area where technology is making a significant impact is in municipal police departments. We are seeing an increasing use of technology to support community policing and investigations, enabling more efficient and effective crime-solving capabilities.
On the other end of the spectrum, we are noticing a rise in technology-enabled recreational opportunities and communication processes for municipalities. This is particularly relevant for tourist and vacation destinations, such as Florida, where technology can help enhance the experience for both residents and visitors. Overall, these developments represent exciting opportunities for municipalities to improve services, enhance safety and security, and provide a better overall experience for citizens and stakeholders.
Is there a piece of advice to your fellow peers, as well as upcoming professionals in this field?
My main advice would be to establish a collaborative relationship between the IT and business departments. We need to work in partnership with our customers to identify the best solutions and implement them in a timely manner.
By working together, we can better understand the needs of the business and leverage technology to meet those needs more effectively. This approach also ensures that we’re using the latest technologies and continuously improving our services to meet the evolving needs of our customers.
