Commentary: IT Doesn’t Really Matter — People Do

In local government, the drive for technological innovation often gets mistaken for a need to have the latest, most expensive digital tools. But, as highlighted in Nicholas G. Carr’s famous 2003 article “IT Doesn’t Matter” and echoed by Duena Blomstrom in a 2019 Forbes article, true technological transformation isn’t about the hardware or software — it’s about how people use it.

I remember attending a local government conference in Chicago shortly after Carr’s article was published. There was a lot of anxiety among CIOs, myself included, trying to explain to our CEOs that, yes, IT does matter, and it can provide us an advantage. Back then, online e-government services were just starting, and Carr’s message seemed out of touch, almost a betrayal to our industry. But now, 20 years later, his perspective rings true in many ways.

THE MOUSETRAP METAPHOR

Imagine the pursuit of the latest software as the quest for a better mousetrap. Governments often fall into the trap of thinking that the newest technology will solve all their problems. But just as a mousetrap’s effectiveness depends on its placement, bait and monitoring, the value of technology lies in how it’s implemented and integrated into existing processes. Rather than constantly seeking new systems, focus on optimizing what you already have.

THE ‘NEWER IS BETTER’ FALLACY

This constant desire for new technology can lead to what I call the “grass is greener” syndrome. Agencies often switch from System A to System B, driven by the frustrations of new employees who had a better experience with System B in a previous role. At the same time, the agency next door is switching from System B to System A for the same reason. But this overlooks the potential of existing tools. Poor implementations create a cycle of underuse, turning promising technology into “shelfware”— unused features gathering dust. While there will always be end-of-life systems (tech debt) that have to be replaced, there is simply too much IT work and too many automation opportunities to pursue now to waste limited time and resources on replacing adequate systems. Focus on higher-value projects.

THE HUMAN SIDE OF TECHNOLOGY

The success of technology in local government isn’t about the tech itself — it’s about people and processes. Here’s what really matters:

1. Implementation strategy: Tailoring tech to meet specific agency needs.
2. Change management: Encouraging smooth adoption of new systems.
3. Maximizing use: Fully leveraging all features of existing systems.
4. Employee training: Ensuring staff can effectively use the technology.
5. Workflow integration: Seamlessly embedding technology into everyday operations.

REAL-WORLD EXAMPLES OF SUCCESS

In recent years, some local governments have excelled by focusing on these human-centric approaches. For instance, during the pandemic, many municipalities improved online services like permitting, electronic signatures, and payment systems. These systems weren’t just technically advanced; they were integrated into the daily routines of employees and embraced by the public. This dual adoption — by staff and citizens — made these systems successful.

Five Ways to Maximize Your Tech Investment

1. Conduct a tech audit: Review current systems to identify underutilized features.
2. Invest in training: Regularly update staff skills to make the most of existing systems.
3. Encourage innovation: Motivate employees to suggest improvements.
4. Streamline workflows: Continuously refine processes to eliminate inefficiencies.
5. Engage the community: Get feedback from employees and citizens to ensure the technology meets their needs.

By following these steps, local governments can turn existing technologies into powerful tools for public service. This shift from a tech-centric to a people-centric approach emphasizes the thoughtful application of technology to enhance service delivery. With AI solutions now entering the scene, the pressure to switch to the latest tech will only increase. However, sticking with your current system and maximizing its potential is often the best course of action unless there’s a compelling reason to change.

Technology is essential, but it’s the human approach to its use that ultimately drives success. By focusing on people and processes, local governments can make the most of their technological investments, leading to better services and greater efficiencies. The goal shouldn’t be tech for tech’s sake — it should be tech for people’s sake. Especially as we enter a new era driven by AI, staying people-centric will ensure more sustainable and impactful progress.

This article was first published by Steve Monaghan on LinkedIn.