Less than first class for North Carolina Legislators and Staff

On visiting the North Carolina Legislature building recently I observed first hand that the Information Technology organization operates pretty much with the old fashioned attitude "We decide what you get and don't ask for anything else". I was very suprised that a service organization would be so rigid in providing quality services for users and dictate that no one can have services they weren't offered. All IT staff members have the same view that "items not in the standard configuration cannot be provided and will not be allowed or supported". If this is representative of all organizations in state government then no wonder things are always in a state of chaos and not on par with modern business practices.

A friend in the staff at the Legislature received a "standard" office computer and telephone including a small modular networked workstation, a black and white laser printer and typical Microsoft Word, Powerpoint, Excel and Outlook software and access to a networked file share for document storage. Internet Explorer is the "standard" browser and defaults to a home page tailored to Legislative activities. When users login they are expected to sign in to a "tracking" system so others will know when they are in the building. The premise is to let staff save time when looking for someone by simply checking the signed-in roster but this smacks of "big brother" all the way around.

The basic computer configuration is intended to hold costs down and provide a standard, easy to maintain unit with "most" of what clients need. Beyone this if users need an occasional special purpose application or wants better equipment they get stiff-armed and are told "no". If a client buys their own items the IT group refuses additional support. Only clients that force the hand of IT staff will get additional service and then only if it's not for a normal staff user.

Wow! This is the earmark of a rigid "my way or the highway" service group that does not want to provide excellent support beyond the minimum and support personnel will not budge when asked to make an exceptions or provide an extra service. This supports the notion that many North Carolina state government staffers are out of touch with reality and wont provide modern technology to improve effectiveness of state employees. It's interesting that this situation is far better than what is found in other state organizations. Much of the installed base of office technology seen in many offices is old and difficult to maintain. No one seems to recognize that if facilities incorporated the latest technology that employees would be more productive and maintenance costs would be significantly reduced.

Some productivity improvement items the legislative IT group refuses to provide are:

• Simple PC based video cameras and software to allow users to hold teleconferences with remote clients to save thousands of dollars in travel expenses and lost time.
• Use of color printers for preparation of effective business documents and charts.
• Use of Instant Messenger capability for quick employee to employee communications and communications with traveling persons.
• Installation of additional software not included in the basic configuration to expand productivity.

Even simple services like relocating telephones are not provided without extra fees. Users must pay typically a $200 service charge for such services.

Another very scary issue is a total lack of security in legislative building areas. A visitor can simply walk into buildings carrying practically anything they might want to bring. There is no apparent concern for the safety of legislators, staff and support employees with regard to access by intruders. Once in the building visitors are free to go anywhere and carry most anything into or out of the building. No one monitors who is coming in, keeps a log of visitors and possessions or seems to even care what is going on.

Perhaps the Legislature should take a look at it's internal operations and set a course to provide best in class services and nurture state employees to participate in improving productivity and contributing to more efficient business operations. This in turn benefits operations and helps taxpayers get more "bang for the buck" in tax dollars.