Navigating Information Technology Challenges and Priorities: Expanding Responsibilities, Growing Roles, and Evolving Contexts for City Leaders

Abstract

Governments have adopted a range of information communication technologies (ICTs) to transform how they operate, provide services, collaborate with stakeholders, and innovate to create and add value. Some of these efforts are part of digital transformation and are influenced by diverse organizational factors. In this management paper, we focus on one of these factors, namely, the ability of leaders to adequately staff and resource their information technology (IT) departments so they can meet the challenges and priorities within their cities. In addition to a review of both practitioner and academic literature, we conducted a survey and hosted a post-survey discussion session with IT leaders in nine cities in New York State to elicit thoughts on the evolution of IT roles and the implications thereof on their respective digital transformation journeys. Based on the analysis, we propose practical considerations for government leaders to collectively address pressing issues and plan for the future in which the value of technology is maximized.