Most local government managers agree there is a need to invest in technology for the betterment of an organization. This investing in technology, however, means something different to each person contemplating it.

Many publications address the topic of technology investment. Some advocate for spending a certain percentage of an organization’s overall budget. Others suggest it’s best to narrowly focus technology expenditures to achieve a desired budget outcome.

And still others look to technology to remedy some still unforeseen financial obstacle that may need to be hurdled in the future. Most of these publications focus on the price tag of the technology. They talk about “net present values” and “payback period.”

Look Beyond the Price Tag

Technology investment is one of many tools available to make sure that an organization is providing the best possible services to residents and doing it in the most efficient and cost-effective manner. The price tag of the technology, however, should not be the only consideration when making an investment decision.

Ultimately, staff time is the one finite commodity needed to deliver services. In selecting how to invest public dollars in technology, the use of employees’ time must be taken into consideration. The primary question that needs to drive investment in technology is: Will it better maximize employee time? For all of the progress managers have made in deploying technology in our organizations, we are a long way from maximizing employees’ efficiencies, and therefore are a long way from providing the ultimate customer experience.

A Personal Story

To illustrate this point, let me tell you about an experience at my local bank. This particular bank, like most banks, has a drive-through option that allows its customers to bank from their vehicles. I use this option most of the time because it is convenient and quick.

Not long ago, my bank updated its computer systems. What used to be a quick trip through the drive-through is now a noticeably longer task. The main reason for this slowdown is the sluggishness of the printers and check validators at the teller windows.

I am sure that the justification for the new computers and printers was cost savings for the bank, and its information technology department probably received kudos for saving the organization money. I have no doubt that the technology upgrade was needed.

What my bank did not factor into the equation was that with this new technology, employees would end up taking more time servicing the bank's customers, and the customers (at least me) would be less satisfied with the service. The ramifications of this oversight are obvious.

When evaluating the cost of technology for your local government, take the time to consider more than just the actual dollars spent acquiring the technology. You also need to evaluate the cost of employees’ time and the level of service desired for residents. A technology investment strategy that considers all these factors works best for all concerned.