Navigating Challenges in Government IT

Bill Hunter, Director of communications and Information technology

In an interview with Govt CIO Outlook, Bill Hunter, Director of Communications and Information Technology at the County of Roanoke, discusses his focus on rural broadband access, the challenges of cybersecurity and cloud computing, and the importance of team dynamics. He also shares insights on adapting technology for diverse citizen needs and the future of local government services.

Bill Hunter, the Director of Communications and Information Technology at the County of Roanoke, has made rural broadband access a primary focus in his role for the past couple of years. His efforts have been directed towards facilitating high-speed internet access for citizens in rural areas who were previously underserved.

In addition to his work on rural broadband, Bill is responsible for overseeing a team of 45 professional technologists. This team manages all the software systems for local government, handling tasks that range from revenue billing to real estate valuation. A notable achievement of his department is the presence of an award-winning Geographic Information System (GIS) group, which has received four awards this year from the Virginia Association of Counties and the National Association of Counties.

“Rural broadband access and adapting to the evolving tech landscape are at the heart of our mission. It's not just about the technology but about the people fit, ensuring our teams work together seamlessly to provide exceptional services.”

On a daily basis, Bill's team provides services to approximately a thousand users in various capacities, whether they work onsite or remotely. This includes a substantial number of staff members who have successfully transitioned to remote work arrangements.

Bill Hunter's journey to the County of Roanoke is unique. After retiring from the US Air Force, he embarked on a second career, joining the County of Roanoke in 2003 as the Infrastructure Services Manager. Over the years, he took on progressively more responsible roles, serving as the Assistant Director for Communications for three years before assuming his current position as Director in 2012.

Remarkably, Bill is now preparing for retirement for the second time, with only three months remaining in his tenure.

Could you discuss some of the significant challenges and emerging trends that have been affecting your industry in recent times?

One of the most pressing concerns in our industry is cybersecurity. It's a daily worry, not a question of if it will happen, but when. The landscape is constantly evolving, and managing cyber insurance is becoming increasingly complex. Monitoring our own parameters without relying on external services is almost an impossible task.

Another major challenge is the shift to cloud computing. When you're on-premises, you have control over your cybersecurity and awareness. However, with cloud computing, you're essentially entrusting these critical aspects to a cloud company. They may provide some proof of their systems and security measures, but it's a bit like starting with your hands tied.

Cloud computing also presents the issue of data portability. Moving your data from one cloud service to another can be riddled with pitfalls. Some companies make it as difficult as possible, almost to the point of rendering your data useless when trying to retrieve it. It often feels like a rather punitive venture.

Lastly, keeping up with the rapid pace of technology is a constant source of concern, and it's something that keeps me awake at night.

Could you please share some of the projects or initiatives that you are currently involved in to address these challenges in the industry?

We're currently engaged in an office automation project using Office 365, which has become almost mandatory in the software market. We evaluated it against Google and concluded that Office 365 offers a comprehensive solution. However, Microsoft's approach, while effective, can be quite complex. It's worth noting that our previous assistant director retired after dealing with the intricacies of the software. Nevertheless, it's an exciting prospect to implement this system across the county.

What are some of the challenges you encounter when updating office automation, and share your vision for the future of this office in the next 18-24 months?

The ever-evolving technology landscape is a fascinating aspect of our business, with breakthroughs often happening by chance, benefiting both providers and users. I see a growing reliance on remote work and a shift toward technology apprenticeships to address workforce needs.

In local government, serving different generations of citizens is a unique challenge. Younger citizens prefer smart services, while the middle group favors online options but avoids office visits. Traditional citizens, typically older, still prefer in-person or phone interactions. Technology must bridge these gaps and ensure a consistent experience for all.

Additionally, maintaining data storage and security is paramount. The adoption of QR codes and customer-centric approaches like those seen in the marketplace will likely become more prevalent in local government.

What would be your piece of advice for your peers and aspiring professionals in the industry? What can they do to navigate these changing orders?

One crucial aspect we now consider is not just technical ability but also the people fit. When building teams, it's essential for team members to complement each other's strengths and compensate for each other's weaknesses. I often emphasize that we don't hire individuals and treat them like mere workers. That's the baseline, and it leads to exceptional performance from everyone we bring on board.