How CVS Health's CIO runs an accountable IT unit
- Stephen Gold, executive vice president and CIO for CVS Health, said one of his primary focuses as a CIO has been to build a fully accountable organization.
- Gold, who has been in his role since July 2012 and has responsibility for all information systems and technology operations, said accountability and getting to the root cause of issues is huge within his IT organization.
- Gold employs what he calls the ACT framework—accountability, collaboration and tenacity—to allow him to run a company's IT.
"In technology, we make mistakes or issues arise that team members know we will be held accountable for," Gold wrote in the online CIO community The Enterprisers Project. "But when this happens, I don't want our people to let it roll off their backs with no reaction, or worse, try to defer blame or point fingers. I want to foster, culturally and behaviorally, a team that is accountable for our actions and willing to own our outcomes"
Gold said he also believes collaboration is an essential element for running a successful IT team.
"Collaboration is all about working with our customers on solutions," Gold said. "The process shouldn’t be a series of handoffs between departments; we need to work together to solve problems."
Finally, Gold said an organization needs to be tenacious—that is, dedicated to keeping commitments to customers at all costs.
"Especially in times of transformation, you need a tenacious organization to carry you through any obstacles that may be standing in the way to success," Gold wrote.
- Enterprisers Project CVS Health CIO shares his formula for running an effective IT organization