Thus, Bhatt began pursuing other techniques to transform Illinois’ approach to IT. One was nearly quintupling the state’s mobile applications, an effort to create a more customer-centric environment. Another top priority was leveraging data to understand and solve customer problems and enhance the customer experience. As Bhatt explained, this reflected his belief that “a data-driven government is at the center of public policy and service delivery.”
Bhatt initially chose to focus data-driven reform on health and human services, which accounts for the majority of state spending and therefore was the area where he and his colleagues could generate the most “bang for [their] buck.” Specifically, in summer 2015, the state convened leaders from all nine health and human services-related agencies as well as representatives of the governor’s office and the budget office. Bhatt attended the meeting and paid careful heed to the problems that health and human services leaders identified with the existing systems; he also collaborated with them to develop a list of 150 questions that they hoped to answer, many of which revolved around data.
Bhatt then worked with state leaders to create an Innovation Incubator (i2) that would develop the infrastructure to help answer the questions they had posed, resolve challenges, and enhance citizen experiences and outcomes. Unlike the existing environment, which involved dozens of siloed systems for capturing data, i2 would establish a unified digital services platform that leveraged interoperable processes, systems, people, and data. This would make it easier for state officials to develop a 360-degree view of their clients, leverage predictive processes and prescriptive analyses to inform policymaking, and optimize business practices to maximize efficiency. With this objective in mind, Bhatt worked with health and human services officials to create a governance structure and charter for i2 and execute an enterprise memorandum of understanding (EMOU) for data sharing. Critically, the EMOU altered the default setting in health and human services agencies in favor of data sharing. Bhatt elaborated, “The previous answer was, ‘No, we’re not going to share the data, and don’t ask us why.’ Now, we have agencies trying to figure out…why they should share the data.”