A high-fidelity informationtechnology organization has minimal amounts of unnecessary noiseand distortion and an accurate frequency response to the strategicdirection of its credit union.

The credit union industry should expect its IT teams to becomehigh fidelity, not just a needed cost. We need IT organizations inour credit unions that help us amaze our members.

There are four elements to building a high-fidelity ITorganization:

  1. The ITO has a deep understanding of the quality of the memberexperience across all physical and digital channels; the ITO knowsthe “moments of truth” where we can delight or disappoint themember.
  2. The ITO has capable project leadership talent; the projectmanagers are leaders that can defend and implement a project'svision, and the PMs are advocates for the business unit's vision,not for technology for the sake of technology.
  3. The technology strategy clearly supports the credit union'sbusiness strategy and focuses more on building integrationcapabilities rather than building the end user solutions.
  4. The ITO is a compelling work environment, where each ITprofessional believes she or he is in the middle of vital work andhas a deep affinity for the credit union's business.

Understanding the member experience across physical anddigital channels. In 1988 my first CIO gig was at SeattleChildren's Hospital & Regional Medical Center. The ITO wasbusiness office-centric with a focus on revenue cycle, admissionsand scheduling. The ITO's empathy for the clinical side of thebusiness was low. We needed to change this fast.

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