{"id":13555,"date":"2015-05-15T19:51:05","date_gmt":"2015-05-15T19:51:05","guid":{"rendered":"https:\/\/one.sightlinemg.com\/federaltimes\/uncategorized\/2015\/05\/15\/the-role-of-cfos-and-cios-in-the-customer-experience\/"},"modified":"2026-08-08T04:30:31","modified_gmt":"2026-08-08T04:30:31","slug":"the-role-of-cfos-and-cios-in-the-customer-experience","status":"publish","type":"post","link":"https:\/\/one.sightlinemg.com\/federaltimes\/management\/2015\/05\/15\/the-role-of-cfos-and-cios-in-the-customer-experience\/","title":{"rendered":"The role of CFOs and CIOs in the customer experience"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\"><i><i><img decoding=\"async\" align=\"left\" alt=\"\" alternate=\"Gerry Gingrich is a senior professor at the iCollege\" assetid=\"27387249\" assettype=\"image\" class=\"imgAsset middle\" credit=\"Courtesy Photo\" cutline=\"Gerry Gingrich is a senior professor at the iCollege at the National Defense University, where she specializes in information technology, strategy, and innovation. With 25 years in the federal sector, she is a frequent speaker and writer on cyber leadership and IT-driven change.\" src=\"http:\/\/www.gannett-cdn.com\/-mm-\/58b367d0521c8a720f5a2c604ed8dd53f70ffa57\/r=344x400\/local\/-\/media\/2015\/05\/15\/FederalTimes\/FederalTimes\/635673018351754810-Gerry-Gingrich.jpg\" style=\"float: left;\" title=\"635673018351754810-Gerry-Gingrich [ID=27387249]\" width=\"245px\"\/><\/i><\/i><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><i><i>Gerry Gingrich is director of the Advanced Management Program at the iCollege of the National Defense University <\/i><\/i><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">On May 1st, I attended the 2015 AGA CFO-CIO Summit at the Washington Marriott. The focus was on the new role of information technology \u2013 digitizing and reaching the customer in new ways. How can we do that when reaching the customer in existing digital ways is still problematic?<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Forrester Research recently concluded that agencies should focus on improving existing digital services before moving to implement new services. Aaron Boyd pointed out in an April 28<sup>th <\/sup><a href=\"http:\/\/www.federaltimes.com\/story\/government\/it\/2015\/04\/28\/americans-dont-care-about-digital-services\/26510307\/\" title=\"http:\/\/www.federaltimes.com\/story\/government\/it\/2015\/04\/28\/americans-dont-care-about-digital-services\/26510307\/\">Federal Times article<\/a> that citizens are concerned about the security of their personal data stored in federal systems, and this concern drives their focus on strengthening and securing existing services rather than building new systems. In general, the federal customer experience or CX, a measure of how citizens perceive their interactions with the Federal government, is not strong.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><i><b>Want more on this topic?: <\/b><a href=\"http:\/\/www.federaltimes.com\/section\/citizen-service\/\" title=\"http:\/\/www.federaltimes.com\/section\/citizen-service\/\">Improving Customer Service Delivery<\/a><\/i><\/p>\n\n\n\n<p>One panel at the CFO-CIO Summit focused on increasing the unity of effort in the C-suite between CFOs and CIOs in order to achieve better digitization and a higher CX. This is a tough challenge, however. CFOs have different career paths than CIOs, and training and education of the two groups do not overlap, except in a few places. One of those places is the National Defense University&#8217;s iCollege, where certificate and masters programs overlap for existing and future CFOs and CIOs. Indeed, the iCollege was founded in 1989 by the DoD Comptroller in an effort to control and manage the escalating costs of information technology. Courses at the college span the gamut from budgeting to emerging technologies \u2014 critical subject areas for both CIOs and CFOs if we are to achieve the summit&#8217;s emphasis on  <g class=\"gr_ gr_37 gr-alert gr_gramm Grammar only-ins replaceWithoutSep\" data-gr-id=\"37\" id=\"37\">   unity  <\/g> of effort.<\/p>\n\n\n\n<p>A second panel at the CFO-CIO Summit emphasized shared services in the Federal government as key to achieving a higher CX. As with many challenges in the information technology world, shared services depend largely on organizational and inter-organizational collaboration and communication. Collaboration and communication between CFOs and CIOs have certainly increased in recent years with greater access to the C-Suite for both groups.  <g class=\"gr_ gr_36 gr-alert gr_gramm Punctuation multiReplace\" data-gr-id=\"36\" id=\"36\">   However  <\/g> both groups are naturally inclined to hold information close and to share data only when necessary. Learning and adapting to collaborate and communicate in a more open fashion is a sea change for most individuals responsible for maintaining the security of financial and information technology systems. Again, courses at the iCollege that focus on leadership, decision making, and organizational culture can help to move this adaptation forward.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">As information and digitization continue their ever increasing pace, education is one of the smartest \u2013 and most cost effective \u2013 strategies for strengthening the Federal government&#8217;s digital CX. Putting CFOs and CIOs in the classroom together moves us one step further toward success.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Forrester Research recently concluded that agencies should focus on improving existing digital services before moving to implement new services.<\/p>\n","protected":false},"author":7,"featured_media":38227,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_yoast_wpseo_meta-robots-noindex":"","_yoast_wpseo_meta-robots-nofollow":"","_yoast_wpseo_canonical":"","_acf":"","_yoast_wpseo_primary_category":15,"_jetpack_feature_clip_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","_smg_distribution_targets":[]},"categories":[15,26],"tags":[],"coauthors":[1805],"class_list":["post-13555","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-management","category-opinions"],"acf":{"subheadline":"","legacy_arc_id":"EB4WLV3Q3ZBVJEACQ6STEADRZ4","arc_canonical_url":"\/management\/2015\/05\/15\/the-role-of-cfos-and-cios-in-the-customer-experience\/","remove_feature_photo":false,"is_sponsored":false,"subtype":"","redirect_url":"","disable_inline_ads":false,"native_logo_pretext":"Presented 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