OPM3 CASE Study, OPM3 in Action

Pinellas County IT Turns Around Performance and Customer Confidence



Frank Florio works in the Project Management Office of the IT departmentthat supports the government of Pinellas County, Florida, USA.one of the most densely populated counties in the state, with 930,000 people and 24 municipalities, including St. Petersburg and Clearwater. Together the agencies of Pinellas County have a combined budget of close to $1.5 billion (US). The budget for IT alone is about $27 million (US).


The situation for IT in 2003, however, was not good. They had lost much credibility within these various agencies, having earned a reputation for failing to deliver projects on time and within budget. Florio said they had fallen into the mindset of, “It’s the government, what’s the urgency?”While his department is part of the county government, its relationship with the various other government agencies is like that of contractor to customer, with each organization free to use their services or to engage outside agencies. Increasingly, they began to outsource work or even set up their own small in-house IT organizations. “We got a big wake-up call,” Florio said.

(The Challenge)

Florio’s IT department already had begun to align itself with project management principles: they had adopted A Guide to the Project Management Body of Knowledge (PMBOKR Guide), had established a Project Management Office and they were encouraging staff to earn the Project Management Professional (PMPR) credential. They were still very new in all of this, however, and needed to put tools in place to help them map out a plan for real, systematic performance improvements that would ultimately stop the erosion of customer confidence and restore sound, trusting, working relationships with the county agencies they were positioned to service.