Rick Roy, senior vice president and chief information officer of CUNA Mutual Group, tells a great story about how he improved the ways internal employees interacted with IT.
Watch the video or read the transcript below.
"So we did all sorts of silly things that sound very superficial but we changed our help desk number to 1-2-3-4. No one ever has to wonder what the IT help desk number is internally. They dial 1-2-3-4, it's such a basic thing, but you know what, a lot of people were really frustrated with IT because when that device doesn't work, they can't do their job. And they could never remember what the IT help desk number was.
So we did a number of things like that and the way I did it was when I came back, I said to the IT teams, here is what it is like to be your customer, here is some of the things I felt, here is the experiences I've had. And how can we work together to make that better?
And there was some low-hanging fruit there, that again, not rocket science, but boy, the lift and acknowledgement that IT got for making those improvements was really outsized compared to the effort to actually do it."
Rick Roy is the former Senior Vice President of Shared Services and Chief Information Officer for CUNA Mutual Group; a $16 billion diversified financial services company, headquartered in Madison, Wisconsin. He is responsible for corporate shared services including information technology, project management office, security, real estate and facilities, and vendor sourcing and procurement. His organization has been honored by CIO 100, InformationWeek 500, and Insurance Networking News for innovative business technology.
