Rudiger Wolf, 2013 Honoree

Vice president and CIO
Puget Sound Energy
Bellevue, Wash.
Characteristic most important in an IT hire:
Strength of character and communications skills. Both are very difficult to teach. Technical and business skills can be taught.
How are you turning your IT department into a services organization?
We are approaching this topic from two opposing perspectives. On the one hand, we don't have explicit service levels, and so we are defining those levels for easy-to-measure services. On the other hand, there are interactions with our colleagues throughout PSE that don't lend themselves to being measured, but that do provide value and enhance our reputation as a group that does what we say. Training, more emphasis on good customer service, telling stories about good customer service, including customer service in personal goals -- all are being used to improve the soft side of our interactions.
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