Michigan is one of just a handful of states to consolidate information, communications and technology (ICT) services into one agency over the past decade, and is among the first to conduct a comprehensive assessment, with the help of analyst firm Gartner, on changing how the state does business. The state looked at global-public and private-sector best practice enterprises, in contrast to U.S. state governments, for comparisons.
The result: Michigan combined infrastructure and agency services with a focus on customer service excellence, strengthened its project and portfolio management, and created an enterprise service catalog. It also reportedly is the only state with an innovation management function supported by ICT investment and innovation funds. That's in spite of the fact that Michigan spent 1% of operating expenses on ICT, versus its peers, which spent an average of 3%.