The Importance of IT Teams in 2020

After connecting with nearly 40 CIOs from all over the United States and asking for their insight; I graciously received 4 replies in return.

Here’s what I learned:

Businesses need IT teams now more than ever.

I am a beginner in the technology space, but for months, even years, I have heard the term “digital transformation” used many times. I never knew what it meant, and after researching the term - I received a broad understanding of its definition.

I didn't read that it meant sending all employees home to work or completely transitioning all meetings to Zoom. However, this is the current state of our world and nearly all industries have felt the impact in some way.

A wise man once told me, “if you want to know the truth, go to the source.” So, instead of reading more articles on what technology leaders have said about the world’s current digital transformation, I decided to reach out to the leaders and hear their insights directly.

Digital Transformation is primarily about navigating through the change in company culture.

“Digital transformation since COVID has moved forward quickly without the advantage of planning specifically around the impact on culture,” said Sallie Wright, CIO of Info-Tech Research Group.

The pandemic has forced technology teams to quickly maneuver into new environments they may have not been ready for. The swift changes affect communication and collaboration; therefore, leading teams to discover what a company culture looks like virtually. Mark Hoeting, CIO of Ammunition Agency, seconded this opinion.

“Digital transformation is about CULTURE change, accompanied by technology and process change. The pandemic has caused most organizations to set aside the culture component and effective change management processes in order to expedite adapting the existing business model to a digital platform.”

Along with transitioning technology environments, IT teams have the essential responsibility of providing channels for revenue growth.

“The short of it is that we facilitate the use of modern systems and modern products to our customers so they can virtually bank from anywhere. E-Signing, mobile banking, mobile RDC, online banking, online bill payment, online business banking, and so on,” said Greg Jones, SVP and IT Officer at Progress Bank.

In an industry such as banking, where mobility is drastically transforming the market, the pandemic has forced banks to put their mobile services to the test, whether they were ready or not.

For companies who thrive using digital platforms - there has never been a better time than now to educate clients on the importance of digital infrastructure.

“We use IT to increase revenue for our clients. Specifically, we leverage digital platforms to help our clients solve complex business problems, enter new markets, acquire new customers, and retain existing customers,” said Mark Hoeting.

I also spoke with a technology leader in the legal industry who emphasized how her IT team focuses on increasing the efficiency level within their organization.

“As a valued business partner, the IT organization provides solutions that drive efficiency, enable collaboration, reduce cost, and streamline operations so our legal teams can provide great service to our clients. During the recent months, the focus has been on accelerating our digital transformation which includes implementing workflow management tools, automating key processes like information intake and billing procedures, creating innovative offerings for client collaboration, and shifting workloads to the cloud. The focus is on our clients and providing value – we can’t ever lose sight of that to remain competitive in today’s market,” said Andrea Markstrom, CIO of Taft Law.

I never knew IT teams were so valuable to organizations, but they clearly have an extremely critical role in business. They are the lifeline. I asked the question, “What do other leaders in organizations need to understand about the IT environment to better lead their departments?” The answer I received from Greg Jones was eye-opening. He said, “There is not one thing that happens in a bank or other organizations without technology and that includes the tractors running in the farm fields of America. Farmers literally pay software maintenance fees on their equipment. So, I think leaders need to ask their IT folks ‘what all do you manage or maintain to keep the company operating? Can you give me a list of everything?’ I think leaders at many banks and similarly sized organizations will be astonished at the things IT folks do to keep the systems going. The other side of that coin is IT people need to appreciate what businesspeople do. The things the business folks do are similarly challenging and amazing, so it is a symbiotic relationship.”

Previously, I was under the impression that IT teams just made sure all of a company’s information stays secure, which is also true - arguably now more than ever with many businesses going completely virtual.

“Security is top of mind at all times. We can’t afford to take the foot off the gas pedal when it comes to securing our firm and client’s data and providing security awareness training. We have layers of security tools and processes in place, as well as partner with a Managed Security Provider (MSP) for the additional layer of monitoring support and protection,” said Andrea Markstrom.

In conclusion, a digital transformation may differ depending on the vertical, but one thing remains the same - businesses must continue generating revenue, and data must remain secure. As resources are limited across the board, it seems appropriate to welcome in trusted technology advisors. Like the greatest book on Earth, the Bible, says, “Without counsel plans fail, but with many advisers, they succeed.” Companies like my employer, ETS Solutions, can fully assess a company’s technology infrastructure and provide complimentary feedback on how to increase efficiency, reduce costs, or boost revenue.

Not only has this project been a learning lesson for me, but it has also revealed pain points and exposed issues that I may be able to assist with. There is a lot more to learn along my journey, and I'm looking forward to connecting with others who are open to conversation.

“A vision is nothing without a plan to execute it.”