Introducing Technology in Service of the Community

Vanetta Pledger, Chief Information Officer, City of Alexandria, Virginia

Vanetta Pledger is the Chief Information Officer (CIO) for the City of Alexandria, Virginia, renowned for her expertise in modernizing government operations through innovative technology solutions. She is skilled in datadriven decision-making, using analytics to understand community needs and tailor programs effectively. Pledger also fosters open communication with staff, ensuring they are equipped to navigate the evolving technological landscape. Her holistic approach emphasizes the interconnectedness of technology, processes, and people, improving the quality of life for residents.

The Journey of Continuously Adapting to Changes

The journey of Vanetta Pledger as CIO of the City of Alexandria began over 20 years ago, when the City was just starting to adopt technology to improve operational efficiency. Back then, technology’s role centered on enhancing operational performance by streamlining tasks like payroll, tax collection, and automating essential functions. This was done by implementing a wide-area network and introducing a citywide email system.

With time, the role of technology progressed in government services. The focus shifted from internal efficiency to transforming work and service delivery. The key milestones were digitizing land-use management, introducing 311 services, Police body worn cameras, and becoming the first in the nation to enable remote 9-1-1 calling.

Gradually, the demand increased for more convenient, technology-driven interactions with the government, as residents' expectations grew in relation to their daily digital experiences. This shift prompted a focus on a customercentric approach and ensured that services were accessible 24/7, providing a seamless and efficient experience similar to online shopping or entertainment.

Throughout this journey, the focus has evolved from internal efficiency to an emphasis on the customer centricity that offers residents easy access to government services. This approach has defined Ms. Pledger’s leadership, leveraging technology as a means to improve the quality of life for the City of Alexandria community.

Equipping Residents for a Digital Future

Pledger’s department guaranteed that City services are accessible and inclusive for all residents by addressing several key factors. This means that all residents have access to highspeed internet, crucial for activities like applying for jobs, conducting research, remote learning, and teleworking. The department partners with internet service providers (ISPs) to ensure affordable services and collaborates with nonprofits to promote digital literacy and cybersecurity.

"By addressing employee concerns and fostering open communication, CIOs can facilitate smoother transitions and better leverage technology to enhance services"

For accessibility, the department partners with libraries to provide hotspot devices for residents, allowing them to access telehealth services and employment resources. The City has secured grants to make wireless services available to nonprofits helping underserved populations, including nonnative English speakers.

The City also focuses on addressing challenges like digital literacy and language barriers by partnering with nonprofits offering resources like translation services, one-on-one support, and training programs. The goal is to equip residents to fully utilize these services that improve their quality of life.

AI-Driven Approaches to City Governance

The City uses Artificial Intelligence (AI) and machine learning to shape policy and improve services. Tools like the 311 application, open data portals, and the Equity Index Map help the City analyze community needs and assess the effectiveness of their services. The data is used to inform decisions from after-school programming to co-response calls involving the police and mental health professionals.

Data is also harnessed to address broader community issues like food insecurity, housing, and health outcomes. By analyzing data on factors like education and income, insights are gained to develop programs that better support community well-being.

The department leverages data visualizations and dashboards to track performance and adjusts them, as needed. This data-driven approach informs community engagement by identifying preferences like in-person meetings then tailoring services accordingly.

Ensuring Responsible AI Deployment for Security

There are significant challenges, particularly regarding AI and cybersecurity. Though AI will fundamentally transform work processes and organizational culture, there is still a requirement to carefully consider its applications, ethical implications, and the need for accurate verification of AI-generated information.

Along with the opportunities, there are growing threats of cybersecurity issues. AI will enable individuals with less technical expertise to become cyberthreat actors by simplifying the creation of convincing social engineering tactics. This evolution raises concerns about the potential for increased vulnerabilities within organizations. .

There is also a critical need for robust cybersecurity measures to safeguard public information against evolving cyberthreats. Addressing these interconnected challenges will help navigate the complexities of technological advancements and their implications for both operational effectiveness and security.

Suggestions to Peers for the Future

The advice for CIOs is to cultivate a strong professional network that allows them to learn from one another's experiences. This camaraderie is crucial for navigating the complexities of organizational transformation and provides valuable guidance during periods of change.

In addition to technical skills, leaders should also possess emotional intelligence. It is important to recognize the impact of rapid technological changes on staff and the overall organizational culture. Adopting technology at a pace that suits the team's capacity for acceptance is critical. It is necessary to carefully balance innovation with organizational readiness, considering the scope, scale, and skill sets needed for successful technology adoption.

Monitoring performance outcomes is vital, as many large technology projects fail as a result of in attention to people impacted by the changes. Effective collaboration with staff is also crucial, as it helps them understand the benefits and risks associated with new technologies. This can be done by addressing employee concerns and fostering open communication to educate them on validating information before reacting. CIOs, by inculcating these practices, can facilitate smoother transitions and better leverage technology to enhance services.

Technology, process, and people are interconnected; therefore, prioritizing the human element is essential for successful technological integration within organizations.

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