Technology and innovation must act as means of just social change for the world to be a better place.
Technological advancements and innovations by themselves do not lead to global transformation or improve the lives of individuals within organizations. It requires strategic leadership and direction for technology to move beyond scientific research and translate to public accessibility. Visionary leaders are required to identify market needs, existing gaps, and effective solutions. It falls on them to align with the entities responsible for the welfare of the people and create solutions that fulfill the combined needs of both the government and the governed.
Carol Workman, General Manager leading the State & Local Government team for Microsoft is one such leader committed to understanding the unique needs of each government entity and delivering tailored solutions that drive efficiency, transparency, and citizen engagement.
The Dynamic Leader
Carol Workman has had a dynamic and fulfilling professional journey, marked by significant milestones and achievements. Her career in technology and government services was inspired by a deep-seated passion for leveraging technology to drive positive change and improve public services. Over the years, she has had the privilege of working with talented teams, leading impactful projects that have contributed to the digital transformation of various government entities. Both of her parents were high school teachers. Her father also served for 22 years in the US Navy, where he worked as a pilot during the Korean War and later as a flight instructor. He instilled in her the importance of character, honesty, and self-confidence.
Carol has a Bachelor’s degree in Marketing from San Diego State University and a Dual Masters in Computer Information Systems and Human Resources from Colorado State University. In her free time, she enjoys horseback riding, travel, tennis, and fly-fishing and is busy keeping up with her daughter, son and husband.
Through the Global Give Back Circle, she mentors a girl in Kenya to support her academic and mental health. Additionally, Carol serves as a Court Appointed Special Advocate (CASA) in her home county, supporting foster children while they are in the custody of child protective services. She also serves on the board of directors for GRACE Gorillas, an NGO that partners with Congolese communities to create a sustainable environment where both gorillas and people can coexist, while preserving the second largest bio-diverse forest on the planet. She recently travelled with her daughter to Kenya to meet Hope and her family from Global Give Back Circle. She also sponsored Hope on a life-changing trip to Rwanda for a Gorilla trek with the Director from GRACE. Another area of passion for Carol is the care and support of veterans. Since 2018, Carol has served on the board of directors of Wounded Warriors Family Support; an organization whose mission is to provide support to the families of those who have been wounded, injured or killed during combat operations.
The Microsoft Saga Before Microsoft, Carol spent 14 years at IBM Global Services, where she began her career as an Application Developer working on the Lucent Technologies account supporting Telecom systems. After studying successful projects, she moved into Project and Program management, where she led the development of IBM’s first global web infrastructure for hosting internal applications. Once this environment was live, Carol built the team to manage the delivery of services. She then transitioned to the commercial business, taking the role of Director of Transition and Transformation. In this role, she managed over 500 Project and Program managers, in both the public and private sectors, who were responsible for boarding new customers into an IBM-managed posture for outsourcing contracts. Following this role, Carol joined Microsoft led her practice in the Central region for State and Local Government, Education, and Healthcare. This was a practice for services consulting and customer success.
Carol oversees sales, solutions, and services for Microsoft’s Enterprise State and Local Government customers. She joined Microsoft in 2011 as a Practice Manager in the State & Local Government and Education business, managing 19 states in the Central region. Later, Carol moved to the Federal sector and led the Civilian team as a Services General Manager. During her time with the Civilian team, she collaborated with various Federal agencies to provide cloud solutions.
In her current role, Carol utilizes her experience from both IBM and Microsoft to implement significant change and ignite digital transformation for government entities. She is passionate about collaborating with clients and coworkers to achieve customer goals using Microsoft technologies and cloud services. She is inspired by the solutions developed by her team and the direct impact on the US citizens. Carol is a servant leader who gives back to the community.
Supporting Governments to Empower Citizens
In her role, Carol provides Microsoft’s technology solutions to help state and local governments improve their digital capabilities and serve their communities more effectively. Her team offers a range of services, including cloud computing, data analytics, cybersecurity, and customer relationship management (CRM) systems. Carol is affiliated with several mission-oriented departments and agencies, including Child Welfare, Women and Infant Children, Law Enforcement, Corrections, Transportation, among others.
Carol and her team play a pivotal role in supporting state and local governments in their digital transformation efforts by providing cutting-edge technology solutions and expert guidance. Microsoft’s cloud-based platforms, such as Azure, Power Platform, and Microsoft 365, enable governments to modernize their IT infrastructure, enhance data security, and improve collaboration across departments. Azure for Government enables these organizations to harness advanced AI, machine learning, and data analytics to improve data governance and decision-making processes. By modernizing legacy systems and promoting secure, remote work capabilities using Microsoft’s solutions, Carol empowers governments to enhance citizen services and streamline operations.
Microsoft also offers specialized training and resources to help government employees develop the skills needed to leverage these technologies effectively. They have an admirable position on privacy, and ethical use of artificial intelligence, as well as a world-class Give program to support not-for-profit agencies that are important to employees. The company also emphasizes cybersecurity and data privacy, helping governments protect critical infrastructure and comply with regulatory standards.
Surmounting Difficulties
One of the key challenges Carol faced in her role was navigating the complexities of government regulations and ensuring compliance while implementing new technologies. To overcome this, she has focused on building strong relationships with regulatory bodies and fostering a culture of collaboration and transparency within the organization. Additionally, staying updated with the latest regulatory changes and investing in continuous learning has been crucial in addressing these challenges effectively. On a more personal note, balancing the demands of a complex organization internally and showing up for the critical needs of the customers, who serve the needs of the residents across the country has been key for her success.
Impactful Solutions
One notable project that stands out for Carol is their collaboration with a state government to implement a comprehensive CRM system. This project significantly improved the government’s ability to manage citizen interactions, streamline service delivery, and enhance overall efficiency. The success of this project has been a testament to the power of their solutions in driving positive outcomes for government operations.
“We have had tremendous success modernizing many corrections facilities, and child welfare agencies which include mobile device support to put the power of the solutions in the hands of residents,” shares Carol.
Approach for Success
Success for a project depends not solely on the implementation of solutions, but rather well before the solution design is finalized. It starts with understanding the unique needs of different states, counties, and cities and with evaluating how well a said technology will translate to addressing the issues the state currently faces. Carol ensures that its solutions meet the unique needs of diverse state and local governments by adopting a customer-centric approach. She works closely with government entities to understand their specific requirements and tailor Microsoft solutions accordingly. Her team’s commitment to continuous improvement and innovation allows them to adapt their offerings to meet the evolving needs of government clients.
Carol believes that collaborating amongst the team is crucial for the success of state and local government initiatives. By fostering a collaborative environment, she can leverage diverse perspectives, share knowledge, and develop innovative solutions that address complex challenges. “Effective collaboration also helps build trust and ensures that all stakeholders are aligned and committed to achieving common goals,” she says.
Learning and Staying Ahead
To ensure her team achieves success with every project they undertake, Carol emphasizes the necessity of continuous learning. Staying updated with the latest trends and innovations in technology and government services requires a proactive approach to continuous learning. Carol regularly attends industry conferences, participates in webinars, speaks at many venues, participates in panels, and engages with professional networks to stay informed about emerging technologies and best practices. Additionally, she encourages her team to pursue ongoing education and professional development opportunities to ensure they remain at the forefront of industry advancements.
Carol also highlights the importance of fostering a culture of continuous improvement and learning within the organization. By encouraging the team members to embrace new challenges and pursue professional development opportunities, they can drive sustained growth and success. “Additionally, I believe that building strong relationships with our clients and partners is key to delivering impactful solutions and achieving long-term success,” she says.
Protecting the Data
Cybersecurity is of paramount importance in government operations for protecting sensitive data and maintaining public service integrity. Microsoft addresses cybersecurity by providing robust security solutions, such as Azure Security Center and Microsoft Defender, which offer advanced threat protection and real-time monitoring. “We also emphasize the importance of cybersecurity training and awareness to help government employees recognize and mitigate potential threats,” says Carol.
Reaching Out for the Betterment of Communities
Carol’s future goals and aspirations for Microsoft’s Enterprise – State & Local Government division include continuing to drive innovation and excellence in our service offerings, while putting privacy and the notion of ‘AI for Good’ at the forefront. She aims to expand Microsoft’s reach and impact by developing new partnerships and exploring emerging technologies that can further enhance government operations. Ultimately, her vision is to empower state and local governments to achieve their digital transformation goals and deliver exceptional services to their communities.
“My advice to government leaders looking to modernize their IT infrastructure and services is to prioritize collaboration and stakeholder engagement. It is essential to involve all relevant parties, including IT professionals, regulatory bodies, and end-users, in the planning and implementation process. Additionally, investing in scalable and secure technology solutions, such as cloud computing and data analytics, can provide the flexibility and resilience needed to adapt to evolving demands,” concludes Carol.
A Quote to Live By:
One quote that Carol absolutely lives by is, “The best way to predict the future is to create it.” This quote resonates with her because it emphasizes the importance of proactive leadership and innovation in shaping the future. She is also incredibly passionate about the power of courage and actively coaches her organization to take risks and remain calm under pressure, this is when we learn the most.
Another quote that is deeply personal to her is from George S. Patton “Courage is fear holding on a minute longer”. You have to be facing a fearful moment to grow and become courageous.
