Leading the Way in Digital Evolution

Melissa Kraft, Chief Information Officer at City of Frisco

Melissa Kraft, a seasoned technology leader, serves as the Chief Information Officer at the City of Frisco. With a passion for leveraging innovative solutions, she drives digital transformation initiatives, enhances cybersecurity measures, and ensures seamless integration of technology to support the city's goals. Melissa's expertise propels Frisco into a tech-forward future.

What does a typical day as the CIO at the City of Frisco look like for you, and could you elaborate on the roles and responsibilities you handle on a daily basis?

In my role as the CIO at the City of Frisco, I find it to be a unique experience, given the city's progressive nature. On a day-to-day basis, I engage in strategic thinking and collaboration with key partners to address the city's top three initiatives. This involves utilizing data analytics to optimize service delivery and integrating new technologies. For instance, we recently updated our safer application for public safety response, incorporating predictive analytics to provide pre-arrival time estimates. This tool consolidates information from various sources, such as the computer-aided dispatch (CAD) system, records management system (RMS), traffic signals, and local schools' cameras. The goal is to provide first responders with a comprehensive and user-friendly interface, enabling quick access to critical information. Despite some sidetracking, as a relatively new member of the organization, a significant portion of my time is dedicated to meeting stakeholders, discussing key initiatives, and prioritizing projects based on organizational needs.

What are some of the current impacts you observe today, particularly in terms of technology? With the recent wave of automation and digitization initiated 18 to 24 months ago, how do you perceive its impact now? Are there any emerging technologies or process changes that you believe are significantly influencing the overall landscape and the way things are evolving?

The utilization of technology, particularly automation and chatbots, is making a significant impact in various scenarios. For instance, in Dallas County, we leverage predictive analytics and automation through chatbots to handle common citizen requests, ensuring quick and accurate assistance. This approach also extends to inclusivity and diversity initiatives, where the automation is used to translate information into over 50 languages to cater to the diverse population.

In Frisco, a city known for its accelerated development and hosting large-scale events, technology plays a crucial role. We work with planning and development, utilizing GIS and digital twin technology to swiftly assess different case scenarios, especially in land use planning. The integration of technology extends to public safety, where access to traffic cameras and an automated traffic management system allows us to identify bottlenecks and enhance overall efficiency. Additionally, leveraging data and analytics, including AI, proves to be essential in proactively identifying patterns and trends, streamlining services, and prioritizing tasks for optimal city management.

Please share any recent project initiatives that you have been a part of.

I have actively participated in several recent project initiatives. One major focus is on utilizing additional data for cross-referencing, making data a crucial utility. This aligns with our overarching data program, which is integral to our smart cities initiatives. Another significant initiative involves expanding and optimizing mobility while consolidating infrastructure, incorporating cloud technology. We are also leveraging AI, particularly in contract management, to streamline identification of ordinances and update key contracts efficiently. Additionally, there is ongoing development in public safety technologies, with a pilot program exploring automated rerouting of non-emergency requests in collaboration with Google.

What will be your piece of advice for your peers and aspiring professionals in the industry?

My advice for peers and aspiring professionals in the industry would be to focus on the key operational processes that form the foundation of businesses. Explore opportunities to automate, enhance, and optimize these processes gradually, avoiding a 'big bang' approach. Particularly in government settings where the pace can be slow, starting small and addressing critical pain points can yield quicker results. Establishing a solid proof of concept is essential for iterative and innovative development, allowing for expansion across the organization. It's crucial to think in manageable blocks, embracing an agile mindset, and being prepared to pivot or improvise as needed. Taking measured steps rather than attempting significant changes all at once can lead to more effective outcomes.