What Really Matters: Turning AI into Real Outcomes

When I first became CIO for Scottsdale, conversations about AI were everywhere. Whether at conferences, in City Council briefings, or informal discussions with peers, one question kept coming up: “So, what are you doing with AI?”

The pressure to move quickly was real. It would have been easy to launch something flashy just to say we were “doing AI.” But that was never the right approach for Scottsdale. We needed to focus on what truly mattered: solving real problems for our employees and residents.

Starting with Real Problems

We began by listening. We went directly to the teams who lived the challenges every day.

Permit clerks described entering the same data repeatedly across different systems. HR analysts spent days consolidating spreadsheets for reports. Fire Chiefs faced compliance deadlines without the right tools. Planning and Permitting staff were buried under manual intake processes. Communications teams struggled to access accurate information fast enough to serve the public.

These were not abstract challenges. They were daily frustrations that slowed service delivery and limited our ability to focus on residents.

By addressing these pain points, modernization became less about technology and more about people. AI and automation became the means to an end:

• Staff could search across systems in seconds instead of hours.
• Compliance and workforce reports generated automatically.
• Data accuracy improved across departments, enabling faster decision-making.
• Citizen Services teams could quickly access reliable information to serve residents better.

That was the turning point. AI shifted from being a buzzword to becoming a practical enabler of better service.

Redefining the CIO Role

Through this journey, I realized that the CIO role has evolved far beyond managing systems or uptime. Today, it is about leading change and driving organizational outcomes.

I learned to reframe the conversation. Instead of talking about algorithms or platforms, I focused on results: fewer barriers for employees, faster service for residents, and greater confidence in our data.

As staff began to experience technology that simplified their work and eliminated friction, their perception of IT changed. They started viewing us not as a service provider but as a strategic partner invested in their success.

We also recognized that adopting AI responsibly is as important as deploying it effectively. We embedded ethical, transparent governance practices at every stage of our program. This framework has become central to how we operate and remains a top priority for CIOs across government.

Moving from Projects to a Program

Early efforts in HR and Finance automation were valuable, but true transformation required a broader, connected vision.

We moved from a project-by-project approach to a citywide program strategy, building a cohesive portfolio of intelligent automation solutions with Cloudwick and AWS. This program now supports multiple departments across HR, Finance, Fire and EMS, Permitting, Citizen Services, and Communications. Each success built momentum, creating a culture of collaboration and innovation across the organization.

These outcomes are part of why Scottsdale has been recognized nationally, including being named the #1 Digital City for multiple consecutive years. It is validation that our efforts are making a measurable impact and setting a standard for what modern government can achieve.

Lessons Learned Along the Way

Looking back, several lessons stand out:

• Start with the problem, not the technology. The most meaningful outcomes come from solving real pain points that staff experience daily.
• Engage those closest to the challenge. Listening to employees not only identifies what needs fixing but also builds trust.
• Think beyond projects. Projects deliver results, but programs create long-term cultural change.
• Share your story. Small wins inspire confidence and open the door to future innovation.

Sharing the CIO AI Playbook

Together with Cloudwick and AWS, we captured Scottsdale’s journey in a CIO Playbook that other cities can adapt to their own modernization efforts.

This work is not just Scottsdale’s story. It is a model for how governments can approach AI thoughtfully, ensuring people and processes remain at the center of every decision.

When I reflect on this journey, I do not think about technology deployments. I think about the HR analysts who no longer spend weekends in spreadsheets, the Fire Chiefs who get compliance reports instantly, and the Communications team who can now share accurate data with residents in real time.

That is the real impact of AI. And it is why I believe every CIO can turn AI from hype into meaningful outcomes — by focusing on real problems first.

Bianca M. Lochner, Ph.D.

Chief Information Officer | City of Scottsdale, AZ