The Commonwealth Office of Technology (COT) is committed to providing quality customer service. To this end, communication between COT and agencies is essential. Business Relationship Managers (BRMs) are available to assist agencies in using technology to achieve business goals. With communication as their primary focus, BRMs both promote COT services and serve as agency advocates.
As customer advocates, they understand the functions and responsibilities of their customer agencies and work to increase our employees' knowledge of each agencies' needs. Having extensive COT knowledge, they assist agencies in understanding how to meet business needs by leveraging relevant COT services and are empowered to facilitate issue resolutions. BRMs will also reach out to foster future partnerships with potential customers.
This partnership provides COT valuable business insight that promotes a better understanding of our customers' current and future needs.
Foster communications, collaboration and customer relations with existing and potential customers. Educate COT employees on the agencies' functions, responsibilities and future plans. Promote awareness of Commonwealth IT architectural standards and practices. Market COT service offerings, including sharing information on existing statewide contracts.
Agency focused communications regarding COT services, capabilities, and issue resolutions. Simplified interaction with COT and issue escalation. Influence on future IT Enterprise Architecture and service offerings.
Enhanced understanding and support of customer agencies, with increased customer satisfaction. Earlier, streamlined involvement in agency IT initiatives. Increased agency awareness of Enterprise Architecture, standards, and policies.
Business Relationship Manager (BRM)