Driving Practical Innovation in Local Government IT

Melissa Kraft, Chief Information Officer, the City of Frisco

Melissa Kraft, Chief Information Officer, the City of Frisco

Melissa Kraft is the Chief Information Officer for the City of Frisco, where she leads technology strategy in one of the fastest-growing cities in the United States. With experience in both the public and private sectors, she brings a balanced approach to innovation that combines emerging technologies with practical, people-centered solutions. Her work aligns IT with business goals, encourages cross-department collaboration, and drives transformation through trust, adaptability and focused leadership.

Balancing Innovation and Sustainability in Municipal Tech

One of the biggest challenges is striking the right balance between innovation and sustainability. In government, we must be responsible stewards of taxpayer dollars while keeping up with the pace of change. Regulatory compliance, procurement processes, and legacy systems can slow down implementation, so building strong internal and vendor partnerships is essential to navigate those challenges. Community engagement is another critical factor. We design services with the end user in mind, and that means gathering feedback early and often to ensure new solutions are accessible, helpful, and trusted.

Using Data and Collaboration to Drive Citywide Impact

It starts with building a data culture. We’ve done much foundational work to inventory data, increase transparency, and partner with departments to identify use cases that drive meaningful change. From traffic analytics to AI-assisted transcription for resident calls, we use data and technology to simplify processes, improve service delivery, and reduce manual workload. We also engage with academic institutions and vendors to pilot innovative projects, as this helps us experiment in a controlled way before scaling. The key is working across departments and ensuring that tech is not driving the vision and that outcomes are. Additionally, cloud-native architectures and API-first strategies give us the agility to experiment and scale as needed.

“Security is foundational to everything we do; it can’t be an afterthought. At the same time, we can’t let security be a barrier to progress. We take a risk-based approach that embeds cybersecurity considerations into the project lifecycle”

Embedding Cybersecurity Without Slowing Progress

Security is foundational to everything we do; it can’t be an afterthought. At the same time, we can’t let security be a barrier to progress. We take a risk-based approach that embeds cybersecurity considerations into the project lifecycle. Our risk-based approach incorporates zero-trust, MFA, network segmentation, and ongoing threat detection.

We also maintain open communication across departments so that compliance and innovation move together. Our security team partners with our business analysts, developers, and infrastructure staff to ensure that we proactively manage risks while still exploring new technologies like cloud services, AI, and IoT. We also educate departments on their role in cyber hygiene, from handling sensitive data to incident reporting. Innovation and security aren’t competing goals; they’re co-pilots.

Generative AI, edge computing, and cross-agency data collaboration will reshape local governments’ operations. These technologies hold great potential but also have ethical, operational, and staffing implications. My advice to CIOs: don’t chase trends, focus on the problems you’re solving. Pilot with purpose, involve stakeholders early, and make sure your team has room to learn and grow. Also, don’t underestimate the value of strong change management and internal storytelling. Success isn’t just about implementing the tech; it’s about helping people understand the “why” behind it.

We’re supporting a culture of continuous improvement through our internal IT Lean Committee, composed of individual contributors who bring forward ideas for process enhancements. Empowering staff at all levels to shape our work fosters innovation from the ground up and creates absolute ownership in outcomes.

AI

inventory

IoT

Change Management