"We saw that, particularly for any type of digital innovation, by having it as a completely separate group, it was too disconnected from the day-to-day needs of the business. And often, because it was so separate and disconnected from the day-to-day operations, by the time the projects made their way through the capital planning and fundraising processes, got delivered, and they attempted to produce them, they were just so far disconnected from actual needs."
"The chance is high that these optimizations can’t happen without the need for technology support. It’s rarely just a process improvement or design improvement... What we’re finding is that this quest for optimization and being pushed very much into the business, is becoming a bit untethered from the central IT processes, and therefore accountability... How do I allow the business to drive innovation, but still be accountable for delivering in a way that doesn’t put us at tremendous risk?"
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