Choosing the Right IT Services Partner: 10 Questions Every Government CIO Should Ask
Choosing an IT services provider in government isn’t like picking a new Netflix subscription. The stakes are higher, the scrutiny is heavier, and the margin for error is about the size of a postage stamp. One wrong call and you’re not just dealing with delays…you’re dealing with budget blowouts, frustrated staff, and citizens who lose faith in the services they rely on.
So how do you separate the partners who “get it” from the ones who just say they get it? You start by asking the right questions. Here are 10 questions every CIO or IT leader should ask before signing on the dotted line.
1. Do you specialise in government IT…or just dabble in it?
Plenty of providers can talk a big game about IT, but government is a different beast. You’ve got compliance, procurement rules, public scrutiny, and mission-critical services. Ask: What government projects have you delivered? If they can’t show you a track record, tread carefully.
2. How do you handle legacy systems?
Most departments aren’t working with a blank canvas. You’ve got decades-old systems that still need to function while you modernise. Ask: How do you integrate with legacy systems without creating downtime, delays, or risk? A good provider should have a playbook here.
3. What’s your approach to citizen experience?
At the end of the day, it’s not about flashy dashboards…it’s about citizens being able to access services quickly and easily. Ask: How do you design with citizens (and public servants) in mind? If their UX approach starts and ends with “making it look nice,” they’re missing the point.
4. Can you deliver value without blowing the budget?
Government budgets are tight, and efficiency is everything. Ask: How do you ensure projects are delivered lean, on time, and on budget? Look for methods like Agile and Lean that reduce waste and increase transparency.
5. What’s your proven process?
Every provider will say they’re “flexible” and “outcome-focused.” Ask them to prove it: Do you have a consistent methodology? How do you track progress? How do you manage risk? Bonus points if they can show you a tool (like monday.com) in action.
6. How do you measure success?
It’s not enough to just deliver a project. Ask: How do you measure outcomes? Is it just ticking a box, or do you track improvements in efficiency, cost savings, and citizen satisfaction? A strong provider will tie their success to your KPIs, not just theirs.
7. What’s your security and compliance approach?
Cybersecurity isn’t a side-note…it’s mission-critical. Ask: How do you embed security from day one? How do you stay compliant with government frameworks? The right partner will talk “secure by design,” not “patch it later.”
8. Can you scale with us?
Government needs ebb and flow. One month it’s a small project, the next it’s a state-wide rollout. Ask: How do you scale your team and resources up or down without slowing us down? Flexibility here is key.
9. Do you share knowledge…or just deliver and disappear?
Great providers leave your team stronger than they found it. Ask: How do you embed knowledge, train staff, and build internal capability? If they keep everything in a black box, you’ll be left dependent instead of empowered.
10. What’s your track record in crisis mode?
Because let’s face it, things don’t always go to plan. Ask: How have you responded when projects hit roadblocks? How do you ensure critical services stay online during emergencies? Their answer will tell you whether they’re partners…or passengers.
Choosing an IT services provider isn’t about ticking procurement boxes, it’s about protecting trust, budgets, and outcomes for citizens. By asking these 10 questions, you’ll quickly see who truly understands the public sector and who’s just looking to land another client.
At The Services Company (TSC), we’ve spent nearly a decade working side-by-side with state government departments to answer these questions in real projects, not just proposals. From award-winning emergency service apps to complex system overhauls, we know what works and how to deliver it lean, secure, and citizen-first.
Want to talk about how we can help your department modernise with confidence? Let’s chat.
The Services Company – Australia’s #1 Dedicated State Government IT Services Provider
We are a dedicated Government IT Professional Services and Consulting Firm specialising in Project Services, Managed Services, Advisory Services, and Support Services for State Government. Our proven delivery capabilities range from complete projects to specialised teams within larger projects, as well as providing single, niche resources. SCM0020, SCM0005, LGP ICT products and Services.