Sprint has also created a Hadoop-based data lake to analyze customer data, in an effort to improve the way it recommends products to consumers. For example, a 10-year user of Android phones will get Android phone offers. "It's about building a breadth of information about you and your relationship with us,” Rice says. Sprint’s transformation is continuing across all aspects of the business and the “IT organization is right in the middle of every transformation project," Rice says, adding that he is moving most of the organization to agile development conducted in small, self-directed teams to improve software delivery.
Town of Cary, N.C.
You might not associate the term “digital transformation” with a municipality but Town of Cary, N.C., CIO Nicole Raimundo is trying to create a slice of Silicon Valley in the south. She’s eliminating more than 100 disparate legacy applications the town uses to operate, including work orders, permits and onboarding, in favor of Salesforce.com. “I embarked on a platform strategy that would enable us to very quickly get quick wins,” Raimundo tells CIO.com. The platform, which includes field service, IT service management, marketing and collaboration tools, is intended to help Raimundo get a 360-degree view of Cary’s citizens, including utilities payments, parks and recreation class registration and other details.
Raimundo and her staff of 30 also built a “skill,” essentially a small app for Amazon Echo that will allow citizens to start the process of opening up work orders and other tools without using the phone to initiate such business processes. And, recognizing that people increasingly wish to facilitate transactions through messaging tools, she is also exploring the use of chatbots to let citizens initiate processes with town departments through their phones. “Our goal is to meet our citizens where they are,” she says. Also afoot: internet of things, including smart lighting, smart parking and smart recycling on the town’s municipal campus, which she says serves as a sort of innovation lab for emerging digital tools.
As part of this big culture shift, Raimundo has also created open workspaces and has employed agile and design thinking processes to propel minimum viable products. The Town of Cary has also hosted hackathons, ideally to lure talent from the local Research Triangle Park, which includes Red Hat, Cisco Systems, IBM, Microsoft and other top tech vendors. “Those are drivers to bring in the talent we want,” she says.
CIO Nicholas Colisto has his hands full at Xylem. The maker of water management solutions includes five business units that have added several disparate systems over time. “The business was having trouble making [technology] decisions because they were so fragmented,” Colisto says.