We need to ask those in the trenches what they think we should do to make the process better. Get the most out of the technology we already have in place. Use technology already in place wisely - we are not using much of the capability in some of our applications. It's clear to me that very few people in state government really have been taught how to use features such as calendaring, group appointments, shared folders and documents, document management, and workflow in GroupWise. Invest in the people resources needed to utilize existing IT investments.
Technology is useless without people who know how to use it and maintain it.
We need to be more aggressive in providing IT training opportunities for our employees. I often hear that the training materials and courses and videos and such are there, but it is difficult to get line managers to allow people to take a few hours off to get the training. People need the time and go-ahead from their supervisors to get the training that will make them more effective with the tools they already have. Don't introduce inconsistencies unnecessarily. Stick with standards and consistent architectures where possible, especially where it impacts other agencies and overall architecture needs.