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We've committed to an Agile approach. We use Scrum for our AppDev & GIS teams and kanban for our Records group. Our goal is to deliver what the customer wants quickly - whether this the work is proactive or responsive.
Our CIO suggested that we consider Agile techniques over 3 years ago. It make it much easier to implement if the boss has already green-lighted the effort. We have found that involving customers directly with the development and delivery of a project always leads to customer satisfaction.