Manage Learn to apply best practices and optimize your operations.

CIO Mission Possible: Special Change Agent

Troy Lethem arrived at Capitol Insurance Cos. to find an underappreciated, demoralized IT shop. As VP of information services at the $250 million Madison, Wis., outfit, Lethem knew he needed to become a change agent. He set about scoring an early win for IT by forming a SWAT team dedicated to solving a simple problem for the customer service reps: writing a proactive help desk message for claims agents. That bought Lethem's team some time to write serious code.

Next came a reconnaissance mission: interviews with employees who conveyed what they needed. Finally, Lethem tackled employee buy-in with straight talk on how the organization was changing. "As CIO, I sit between IT and the organization, trying to make sure it's harmonious."

Stefanie McCann was formerly editor at large at CIO Decisions magazine. To comment on this story, email editor@searchcio-midmarket.com.

Dig Deeper on Small-business IT strategy

Start the conversation

Send me notifications when other members comment.

Please create a username to comment.

-ADS BY GOOGLE

SearchCompliance

SearchHealthIT

SearchCloudComputing

SearchMobileComputing

SearchDataCenter

Close