Getting approval from the IT department often seems to move at a snail’s pace — if it moves at all. Whether it’s for a seemingly small software request or a major system overhaul, the IT approval process can be frustratingly slow and bureaucratic.
I’ve lived both sides of this, both when I was Chief Technology Officer of the U.S. Department of Veterans Affairs, and today when I need approvals as part of my crisis engineering work. I’ve made plenty of mistakes, but learning from them helped me get some major wins, from the first federal agency cloud computing all the way to unblocking social media for social workers who need it to find a foster child’s family.
I’m here to share strategies to expedite this process and increase your chances of hearing “yes” on your next request.
Search for an Approved Alternative
Before diving into the approval process, take a moment to explore whether your agency already has an approved tool or practice that can achieve your desired goal. Many times, existing resources can provide a solution without the need for additional approvals. This not only saves you time, but also reduces the burden on IT.
Read the Form… and the Rules
Understanding the approval process begins with a thorough read of the current requirements and the approval request form. This step is crucial to grasp the specifics of what IT expects from you. By reading these documents carefully, you’ll have a clear roadmap of what’s required. Don’t worry about them being “too technical.”
Meet Every Requirement
Once you’ve familiarized yourself with the requirements, it’s imperative to ensure you’ve met every single one of them. IT’s primary concern is security and functionality, and your request must align with their priorities. Missing even one requirement can lead to unnecessary delays and potential rejection.
Understand Everyone’s Perspective
It’s essential to remember that the IT department is not the enemy. Their core responsibilities include safeguarding sensitive data, enabling employees to perform their tasks efficiently, and providing support when needed. Often, they are juggling numerous requests simultaneously. Understanding their perspective can foster a more collaborative relationship. Recognize that they may not have the bandwidth to support multiple tools or the luxury of time to prioritize your request over others. This is why a crisp request that fully meets requirements on the first try can be so effective.
Leave Your Emotions at the Door
Requests can be emotionally charged when an approval is standing in the way of you and your need to serve your end users. Hard as this can be, keep your cool. Emotional reactions won’t help you fill out the necessary paperwork or navigate the bureaucracy. Approval forms don’t usually ask about the lives impacted by your request. Stick to the rules and guidelines set by IT, and you’ll be more likely to succeed.
Reward the Helpers
When someone helps with your request, even in a very small way, show your appreciation. Send a thank you note, and copy their supervisor to ensure they receive recognition. You might also give a shout-out during team meetings or on company-wide communication platforms to acknowledge the IT team’s support, or nominate them for an award.
Marina Nitze, co-author of Hack Your Bureaucracy, is currently a partner at Layer Aleph, a crisis engineering firm that specializes in restoring complex software systems to service. Marina is also a fellow at New America’s New Practice Lab, where she works on improving America’s foster care system through the Resource Family Working Group and Child Welfare Playbook. Marina was the Chief Technology Officer of the U.S. Department of Veterans Affairs under President Obama, after serving as a Senior Advisor on technology in the Obama White House and as the first Entrepreneur-in-Residence at the U.S. Department of Education.
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