IT'S a Tech Podcast

Service. It means different things to different people. For some, it’s having a good customer experience. For others, it’s receiving assistance when they need it the most. For others, it’s about giving back to their community, which in turn gives back to them.

At ITS, service is essential to our mission and vision. It means supporting our client agencies and making sure they have the technology solutions they require to provide New Yorkers with the government services they need.

And for many Americans, the word evokes service to one’s country, specifically through serving in the military. 

Though there are a variety of definitions, there’s a lot of overlap in meaning for this powerful word. On this episode of the IT'S a Tech Podcast, ITS employees and veterans of the United States armed services will tell their stories of heroism, dedication and leadership, sharing how their time with the military helped them define “service” in their roles at ITS.

Thank you for listening to the IT’S a Tech Podcast. For more information about ITS, visit our website at its.ny.gov. Follow us on X, LinkedIn, Instagram and Facebook.

October 10 is World Mental Health Day, a day to raise global awareness on mental wellness and behavioral health resources. The New York State Office of Mental Health, or OMH, is dedicated to this mission and vision year-round, overseeing a system that serves nearly 800,000 people annually.

This agency has a clear need for reliable record keeping, and to serve this need, the ITS dedicated OMH team recently oversaw the launch of the updated Mental Health Automated Record System, or “MHARS.” This system helps keep medical records accurate and available, while adhering to important regulations around this type of sensitive data.

On this episode, Director of Electronic Health Records and Patient Systems for the ITS OMH/OASAS dedicated team Tapesh Chaturvedi, alongside Cody Catalfamo, Associate Commissioner and Chief Medical Information Officer, for OMH as well as Christine Borchers Director of Electronic Health Record Operations for OMH, will describe the development and launch of this important recordkeeping system.

Thank you for listening to the IT’S a Tech Podcast. For more information about ITS, visit our website at its.ny.gov. Follow us on X, LinkedIn, Instagram and Facebook.

The New York State Department of Labor is a crucial organization for the thriving business community in New York State. Employers and workers in New York count on DOL for unemployment benefits, career development resources, workforce protections and so many other programs and incentives.

As you can imagine, with so many important functions, communication is crucial for this agency.

On this episode, Deepti Roy, Project Manager on the DOL Dedicated Team at ITS, describes the recent launch of the DOL Virtual Agent, which has made an enormous difference in reducing call volume, getting New Yorkers the resources and information they need faster and more efficiently through the responsible use of AI.

Thank you for listening to the IT’S a Tech Podcast. For more information about ITS, visit our website at its.ny.gov. Follow us on X, LinkedIn, Instagram and Facebook.

The growth of technology has always been part of the human story, since the invention of tools and eventually the wheel. Technology is what has allowed our civilization to evolve, address challenges, and improve daily life.

In recent history, computer technology has grown exponentially, allowing the average person to achieve tasks that our grandmothers and grandfathers could only dream of – GPS applications alone have allowed those of us who are “navigationally challenged” to explore the world around us with relative ease!

With that growth comes the need for government to make sure that technology is being used responsibly and isn’t causing undo harm. In the United States, and specifically in New York State, legislation has evolved in-step with technology, from safety regulations in factories to traffic safety laws to data privacy protection.

On this episode, Valerie Lubanko, Deputy General Counsel, and Matthew Miller, Director of Policy and Legislation, will discuss some legislation in the world of information technology and data privacy, including how it could impact New Yorkers.

Thank you for listening to the IT’S a Tech Podcast. For more information about ITS, visit our website at its.ny.gov. Follow us on X, LinkedIn, Instagram and Facebook.

The summer of 2026 so far has been busy, if not hectic, for New York. America’s 250th birthday. Record-breaking heat waves. Visitors from around the world joining Americans to watch the World Cup games. A certain pop star taking over Madison Square Garden for their nuptials.

Behind the scenes, there is a team of talented, vigilant professionals making sure that amidst all the hubbub and chaos, New Yorkers stay secure. During emergencies and large-scale statewide events, the New York State Emergency Operations Center is activated, and this summer it was activated for 41 consecutive days.

This coordinated effort of multiple state agencies is overseen and operated by the Division of Homeland Security and Emergency Services (often referred to as “DISHES”). When activated, the EOC provides centralized communication support, which allows disaster preparedness, or DPC, agencies to coordinate and share information quickly, keeping all teams prepared in case of an emergency so the people who need to respond can do so quickly and effectively.

ITS is on site to provide IT support not only in response to possible incidents but also to support the efforts of the EOC itself – a coordinated response relies heavily on reliable technical capabilities. 

On this episode, Scott Kislowski, Director of Operations & Emergency Management, and Mitch Dolan, Agency Emergency Management Coordinator, share tales from the recent EOC activation, including how ITS works 24/7 to help keep New Yorkers safe.

Thank you for listening to the IT’S a Tech Podcast. For more information about ITS, visit our website at its.ny.gov. Follow us on X, LinkedIn, Instagram and Facebook.

Cybersecurity is important. Staying safe online and keeping records safe is crucial in a day and age where bad actors are pulling out every stop to gain access to your information. ITS is proud to make New York a national leader in cybersecurity – through the NYSOC, or the New York Security Operations Center, ITS is safeguarding more than 450,000 endpoints and billions of sensitive records.

But what happens when security comes into conflict with customer experience? How do you balance keeping data secure while making it accessible to the user? How many layers of verification is too many, and how much risk is acceptable?

In part three of the IT'S a Tech Podcast multi-part series on customer experience, or CX, we’re sitting down with ITS Director of Cyber Defense and Response Brian Koon as we navigate the friction between keeping systems user friendly while keeping them safe.

Thank you for listening to the IT’S a Tech Podcast. For more information about ITS, visit our website at its.ny.gov. Follow us on X, LinkedIn, Instagram and Facebook.

Summer is on the horizon, warm weather has finally arrived, and our listeners have probably already seen a bee or two in their gardens. Honeybees are crucial not only to the environment but also to the New York State economy. 

On this episode, Michele Jones, Deputy Commissioner for Technology, talks about the launch of the Honeybee Program and Beekeeper Registration for the New York State Department of Agriculture and Markets. She’ll share why it’s crucial for protecting bees and apiaries, as well as keeping bee colonies healthy and thriving.

Thank you for listening to the IT’S a Tech Podcast. For more information about ITS, visit our website at its.ny.gov. Follow us on X, LinkedIn, Instagram and Facebook.

In part two of our multi-part series on customer experience, we’re focusing on accessibility, especially when it comes to online services. 

This coming May 21 is the 15th anniversary of Global Accessibility Awareness Day, the perfect time to discuss this crucial topic. You’ve heard us discuss accessibility on this show before, in our discussions with the Human-Centered Design Team and the NYS Chief Customer Experience Officer.

But for someone who can’t see, what is the experience when accessing government services online? We say, “accessibility is for everyone,” but what does that really mean? How does that affect the average New Yorker living their daily life? What does “a eleven y” stand for? 

On this episode, we sit down with Ethan Ligon and Michele Bruno of the Human-Centered Design team as they explain how building accessibility into online resources makes the customer experience better for everyone.

Thank you for listening to the IT’S a Tech Podcast. For more information about ITS, visit our website at its.ny.gov. Follow us on X, LinkedIn, Instagram and Facebook.

Increased efficiency. Shorter wait times. Clearer guidelines. Better online experiences. Enhanced equity. Getting New Yorkers what they need from their state government agencies as smoothly as possible. These are the key motivations behind Governor Hochul’s customer experience initiative, which she announced as part of her 2023 State of the State address.

As part of this initiative, the governor appointed Tonya Webster as New York’s first-ever Chief Customer Experience Officer. In this role, Tonya is charged with reimaging how New Yorkers interact with government, ensuring that essential services are designed around the lives of our customers, rather than the complexity of bureaucracy. 

On this episode, the first of a multi-part miniseries on customer experience, we are fortunate to sit down with Tonya to discuss how to reduce friction when accessing government services, as well as how ITS is poised to help her Office drive the customer experience revolution in New York.

Thank you for listening to the IT’S a Tech Podcast. For more information about ITS, visit our website at its.ny.gov. Follow us on X, LinkedIn, Instagram and Facebook.

Welcome to the first IT’S a Tech Podcast firewall chat! This shortform series will allow us to focus on specific people, projects and progress that are moving technology forward for New York State government.

On today’s episode, Andrea Rohan, the Deputy Commissioner for Technology for the New York State Department of Motor Vehicles, talks about the recent launch of the DRIVES application, including how this change will make the DMV experience even better for all New Yorkers.

Thank you for listening to the IT’S a Tech Podcast. For more information about ITS, visit our website at its.ny.gov. Follow us on X, LinkedIn, Instagram and Facebook.