The findings of our IT Satisfaction Survey show a consistent set of themes across agencies. While there’s strong appreciation for NDIT staff expertise and our strong security posture, agencies continue to experience challenges around communication, speed of delivery, cost transparency, flexibility, and procurement efficiency.
Many report feeling out of the loop on ticket and project status, uncertainty around costs and billing, and frustration with processes that feel slow, too complex, or overly rigid. IT procurement in particular is often seen as a bottleneck that adds time and administrative burden.
There’s also a strong and consistent desire for deeper partnership—more consistent relationships, better visibility into work, and greater involvement in decisions—along with improved usability of enterprise tools and stronger support for data, innovation, and citizen-facing services.
In response, NDIT has taken several concrete steps to improve visibility and alignment.
The Portfolio Steering Committee, for example, has strengthened enterprise prioritization by aligning demand, funding, and capacity in a more structured way, helping make tradeoffs more transparent to agencies.
The NDIT Dashboard has also improved visibility into service health and work in progress, supporting more proactive communication rather than reactive follow-ups.
We’ve expanded structured engagement through the Customer Advisory Group and regular agency forums, creating more consistent two-way communication and direct input into priorities.
Improvements in ServiceNow intake, routing, and Service Desk processes are also helping create a more consistent and trackable service experience for agencies.
We’re actively working to improve IT procurement efficiency by reducing friction in purchasing processes, streamlining approvals where possible, and making it easier and faster for agencies to acquire needed technology—while still maintaining appropriate oversight and compliance.
By elevating cost and portfolio discussions into governance structures, we’re improving transparency around how decisions are made and how resources are allocated.
Taken together, these actions reflect a clear trajectory: moving NDIT toward a more transparent, proactive, responsive, and partnership-driven operating model that directly addresses the areas agencies have identified as most important for improvement.