What’s Agency Success?

The Agency Success team works to build relationships with BITS-supported agencies to better understand and address their needs. The Customer Success Managers (CSMs) gain a deep understanding of their assigned Communities of Business and actualize plans to help improve their strategies and day-to-day operations, while the Agency Success staff use their technical expertise to execute solutions.

What’s a CSM?

A Customer Success Manager (CSM) is responsible for:

• Growing and developing a team of experts to better serve our customers
• Modeling Being One Team, Owning the Outcome and Making it Better
• Redirecting customers to the appropriate resources
• Overseeing application development, production support and quality assurance across the agencies
• Facilitating agency initiatives and projects through architecture, digital and governance process
• Acting as the agency's direct point of contact and escalation with BITS
• Building an in-depth understanding of agency goals, business, standards, policies, and mission
• Deepening relationships with other states, federal partners, municipal and industry resources in order to better understand and solve challenges
• Developing and implementing IT support and communication mechanisms with agency users
• Devising creative solutions on how to leverage technology to meet business needs
• Distributing communication to and from BITS and agencies, including priorities, status, customer satisfaction and more
• Assisting Vendor Management with the procurement of agency-specific IT needs and coordinating RFI/RFP/Bids and Contracts

What is Architecture & Strategy (AS)?

Architecture and Strategy bridges the interconnected components of BITS business to align agency and CT citizen’s business needs with changing customer expectations, regulatory needs, and risks opportunities.

The team captures BITS' enterprise components through the creation of business models, data models, application patterns, infrastructure layouts, and more. We then use these tools to implement data-driven solutions that manage risk and cost.

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IT Policies and Letters

Computer Services and IT

Computer Services supports the engineering and delivery for several state services. We also help with disaster recovery and provide safe-keeping of the state's data. We are made up of four teams:

• Platform Services
• Database Services
• Mainframe Services
• ECM/Filenet and virtual segmentation
• Directory Services

Digital Government and Operational Excellence (DGOE)

Through close collaboration with all state partners we work to discover, design, develop, test, and implement new technologies based in human centered design.

What is Infrastructure Services (IS)?

We are a group of six specialists in a Center of Excellence team: Oversight, Core Network and Security, Edge Network, IT Facilities, Wide Area Network, and Unified Communications. Each group brings a diverse agency heritage, combined with specific technology expertise.

What is Security, Risk, and Compliance?

We’re your Cyber-security team. We manage technology risk, security, and compliance so that state and personal information that you share with the state stays safe.

We evaluate security risks and help create plans to lower risk or fix security breaches. We also work with Executive Branch agency leadership to help them address security and compliance risks. ​​​​​​​

What is Workforce Development (WFD)?

We develop and engage employees and contractors throughout BITS - with the ultimate goal of making the State of Connecticut a great place to work.

We create strategies to utilize our in-house experts (that's you!) to guide training, keep employees in-the-know, and engage one another to have a fulfilling, enriching experience at the State of Connecticut.

What is Workforce Enablement (WFE)?

We oversee these needs of the state:

CT’s Service Desk - to track and resolve problems for all BITS agencies.

End User Device Support - to manage user computing devices.

Device Management - to provide the management and supporting systems of the end user devices, and support of the Microsoft 365 statewide agreement, including the statewide email system.