Customer Experience Management (CXM)
Enterprise & Solution Architecture
Data Management & Integration
Business Solutions Delivery
IT Service Management
Office of the First Deputy Commissioner (FDC)
Office of the General Counsel
Office of the Chief of Staff
Office of Diversity and Equal Employment Opportunity (EEO)
Under the leadership of the agency’s new Chief Customer Officer (CCO), the Customer Experience Management (CXM) division is charged with understanding and addressing customers’ business needs, and enhancing their overall experience with DoITT. Together with our Service Delivery partners, CXM will implement a new engagement model of functionally-aligned agency clusters to cultivate strategic relationships, increase communication and collaboration, and drive DoITT’s Service and IT strategies. CXM is comprised of Business Relationship Management, Stakeholder Relations and Service Quality Management, with all teams focused on transforming interpersonal and digital engagement to maximize customer satisfaction.
Infrastructure Management (IM) supports a wide array of City partners by designing, building and maintaining technology infrastructure and enterprise solutions. IM is comprised of Cloud Services, Enterprise Systems Management, Infrastructure & Technical Architecture, IT Operations, Network Design & Engineering, Public Safety IT Services, and Wireless Technologies.
Information Security (InfoSec) ensures security of the City's data and information technology assets through rigorous oversight and management of citywide security infrastructure, policies, and standards. InfoSec also maintains overall security for over 60 agencies—including email, intrusion prevention systems, next generation firewall protection, security monitoring, and domain name system.
Enterprise and Solution Architecture (EaSA) provides a variety of consulting and architecture services to help agencies improve performance and address challenges through technology. EaSA aims to foster innovation by working with agencies and external partners to research and experiment with new technologies through Proofs of Concepts (POCs). The team is also responsible for curating a portfolio of easily-consumable shared products and services needed by agencies across the City. EaSA is comprised of Solutions Architecture, Enterprise Architecture, and Engagement Management.
Data Management & Integration (DMI) develops a broad spectrum of platforms, products and services, enabling agencies to mine and analyze information to facilitate better decision making and to enable real-time application integration to optimize cross-agency business process workflows.
Business Solutions Delivery (BSD) delivers high-quality, on-time and on-budget products, integration and services to agency clients, leveraging best practices and human-centered design. BSD is comprised of the NYC Gov Lab & Studio, Geographic Information Systems (GIS), Software & Integration Services, Public Safety IT Programs, Agency Programs, Business Solutions Administration, and Program Control.
IT Service Management (ITSM) is accountable for establishing, communicating and managing DoITT’s critical IT processes. The team is responsible for enabling transparency, accessibility and ensuring operational efficiency required to deliver IT services to agencies and our city customers. ITSM is comprised of Incident Management, Problem Management, Change Management, Service Desk and Request Management, Service Asset and Configuration Management as well as Release and Deployment.
The Office of the First Deputy Commissioner (FDC) provides budgeting, contracting, personnel and facility services that enable DoITT, and other City agencies' IT divisions, to deliver superior technology services. Additionally, the FDC is responsible for all external affairs and communications, including press and intergovernmental relations, as well as the Agency’s emergency management response. The office is comprised of Financial Management & Administration, Human Resources, Communications & External Affairs, and Emergency Management & Planning.
The Office of the General Counsel enables DoITT to accomplish its mission effectively by providing skilled legal advice, by vigorously advocating for DoITT and NYC Cyber Command objectives in contract negotiations, and by managing agency risk and compliance in a practical and efficient manner. The Office is comprised of Franchise Administration, Contracts, Legal Affairs, Risk & Cyberlaw, Audit & Quality Oversight, and Telecommunications.
The Office of the Chief of Staff leads the planning and deployment of DoITT’s organizational development and employee engagement strategy. The team leads efforts to ensure a skilled, highly-engaged workforce, and a high-performance culture needed for leaders, people managers, and staff to achieve the agency’s mission. The office is comprised of Strategy & Performance and Learning & Organizational Development (OrgDev).
The Office of Diversity and Equal Employment Opportunity (EEO) promotes a diverse and inclusive organizational culture by ensuring compliance with EEO laws and developing targeted initiatives focused on employee support, management training, and community engagement. EEO aims to foster an innovative workforce that reflects and leverages the great diversity of New York City to deliver effective, cutting-edge technology services.
Learn more about DoITT's commitment to diversity.