Today’s Morning Buzz is brought to you by Jorge Valens, Innovation Manager for Miami-Dade County’s Information Technology Department in Miami, Fla. Follow Jorge on LinkedIn, BlueSky, and Threads.
What I’m watching: The Great British Baking Show on Netflix
What I’m listening to: The Kids Bop version of Chappell Roan’s “Good Luck, Babe” that my daughter has on a loop as I write this.
What I’m working on: Microsoft’s Azure AZ-104 Azure Administrator Associate Certification (almost ready to take the test!)
We all know the usual tech support stereotypes. Employees run into a computer problem and make that dreaded call to the help desk, only to hear, “Have you tried turning it off and on again?” Or worse, they forget their password and now have to think of a new word, with numbers and a symbol (and hope they have yet to use that one).
To many, this is their entire view of the information technology department. Yes, we’re here to reset passwords whenever needed, but we’re much more than that. IT, like human resources, procurement and other core administrative functions, is evolving into a true strategic partner in public service delivery. This transformation is happening now, and the key to accelerating it is simple yet powerful: be a good listener.
The Strategic Secret Sauce: Listening
Why is listening so crucial? It helps us understand challenges from all perspectives. For example, when we work with our permitting teams to understand their processes, a simple permit application update becomes a window into small-business owners’ struggles when starting up. Through careful listening, we grasp the entire life cycle of a process, enabling us to serve our customers better, and anticipate their needs before they arise.
Through listening, we move beyond traditional requirement gathering to truly understand what we are trying to solve. Practices like human-centered design aren’t just buzzwords — they are transforming how we solve problems in government. By actively listening to our customers — our departments and residents alike — technology and administrative teams now stand alongside resident-facing departments on the front line, not behind the scenes.
The good news is you don’t need a massive budget or fancy white-boarding tools to be a good listener (though they would undoubtedly come in handy). Start with informal conversations, shadow your internal users, or sit with residents as they navigate a product or service. Nothing has generated more innovation projects for our team than asking someone, “What are you working on this week?” The insights you gain will be invaluable.
Make listening a continuous process, not a one-time event. Incorporate human-centered design into your daily work, schedule regular check-ins with other teams and departments, conduct user testing before launching an app or policy, and perform post-implementation reviews to stay on track and adjust course when needed.
From Order-Takers to Problem-Solvers
Transforming your team through active listening shifts you from tactical order-taking to strategic partnership. When you unlock this strategic potential, remarkable changes unfold. Projects succeed because they address genuine needs rather than assumptions. Resources are allocated more effectively as priorities become clear. Stakeholders feel heard and valued, leading to greater satisfaction. Most importantly, resident services grow more intuitive and accessible, building trust through improved experiences.
Listening opens doors to strategic planning, empowering you to guide teams through service transformation. By taking solutions beyond office walls, you create meaningful partnerships with residents and organizations, working together to identify and tackle genuine community challenges. The partnership is the product!
Be The Know-It-All Your Customers Can Count On
The future of government service delivery extends beyond new technologies and policies — it’s about deeply understanding and responding to our communities’ needs. Every interaction presents an opportunity to listen and learn. Whatever your team’s role, listening to your customers’ needs isn’t just good service — it’s a smart strategy.