Building Impactful Teams through Leadership, Innovation and Empowerment

Stephen Dyer, Chief Information Officer, the City of Coral Springs

Stephen Dyer is the Chief Information Officer at the City of Coral Springs, bringing over 30 years of public service experience. He holds a master’s in public administration from Barry University. Dyer began his career at 20 as a lift station technician in Broward County, Florida. In 1999, he shifted to IT, earning his MCSE certification and taking on the IT help desk coordinator role.

Over the years, Dyer developed technical expertise and leadership skills, rising through the ranks in Broward County before joining Coral Springs in 2013. He started as a Database Analyst, quickly advancing to Network Engineer and IT Infrastructure Manager by 2016. In 2018, he was promoted to Assistant Director of IT, setting the stage for his promotion to Director in January 2019. Now, as CIO, Dyer leads a skilled IT team, fostering a collaborative and growth-focused culture.

Recognizing Dyer’s focus on people-first leadership, this interview explores his approach to employee recognition, growth and the importance of investing in training and development. He emphasizes leveraging AI and strong cybersecurity to drive efficiency and innovation in city governance.

Investing in People: How Purpose-Driven Leadership Builds Lasting Teams

Success in any organization starts with genuinely caring for your people. It’s not just about hiring the right talent—it’s about creating an environment where they can grow, thrive and surpass expectations. I actively recruit driven individuals from local colleges with a clear and honest pitch: “Government roles may not offer the highest pay or the shortest hours, but the experience is invaluable.” That transparency helps us stand out.

Our organization strikes a unique balance—we’re large enough to work with advanced technologies like next-generation firewalls and SQL databases, yet small enough that employees gain hands-on experience across multiple specialties. This structure has created a workplace where young professionals not only build deep expertise but often choose to stay and grow with us.

AT A GLANCE: TO BE DESIGNED AS A PANEL

• Fueling Success through Growth That Empowers- Success begins with fostering an environment where employees can grow, thrive and exceed expectations. It's about more than just hiring the right people-it's about investing in their development.

• Celebrate the Wins, Big and Small- Regular recognition keeps employees motivated, fosters collaboration and builds a culture of appreciation

• Balancing Security and Uptime- A strong focus on cyber security ensures that short-term disruptions are outweighed by long-term protection, even with tight budgets and limited resources.

• People-First Leadership- Prioritizing employees as valued customers inspires success and surpasses objectives.

The Impact of Appreciation: How Recognition Drives Success

Imagine dedicating yourself to your work, consistently accomplishing tasks, yet receiving no acknowledgment, while a single mistake becomes the only thing remembered. That kind of frustration is exactly why recognition is essential. When employees feel seen for their contributions, they feel valued, motivated and more connected to their work.

As a leader, I make it a point for my team to recognize at least one employee each week. We don’t just say ‘thank you’—we highlight what they contributed, the impact it had, and how it benefited the team. I also encourage managers to copy me on recognition emails, so employees know their efforts are being acknowledged at every level of leadership.

“Coming from a blue-collar background, I’ve learned the value of simplifying complex ideas and fostering understanding by explaining the ‘how’ and the ‘why’ behind systems and policies”

This simple but intentional practice has helped foster a culture of appreciation that empowers employees to recognize one another and strengthens collaboration across the organization. But recognition alone isn’t enough.

We also prioritize internal mobility by investing in training, certifications and meaningful development opportunities. By showing employees that they’re not only appreciated but also supported in their growth, we’ve built a culture where people feel empowered to succeed. And they know their work matters—because every decision we make directly affects our citizens, not shareholders. That sense of purpose, combined with a culture of appreciation, drives lasting engagement and long-term commitment.

Enabling Team Growth: With Patience and Perspective

Our department exists to serve everyone—to provide support that bridges the gap between technology and people, regardless of their background. Whether we’re assisting executives, white-collar employees, blue-collar workers, or citizens, we aim to make technology accessible, practical, and meaningful. However, this is not without its challenges, especially when many people struggle to understand and use technology effectively.

Coming from a blue-collar background, I’ve learned the value of simplifying complex ideas and fostering understanding by explaining the ‘how’ and the ‘why’ behind systems and policies.

It’s about showing empathy because technology might feel intimidating for some, while it’s simply unfamiliar for others. Taking the time to explain concepts in simple terms empowers them and builds trust and confidence. People are more likely to engage and collaborate when they feel supported and understand the purpose behind decisions.

Securing the Future: Making Cybersecurity a Priority in Government IT

Uptime often takes precedence in private industry because of its direct financial impact. But in government, my focus is on cybersecurity. I work closely with department heads to emphasize that while updates and security protocols may cause brief downtime, those short-term disruptions are far less damaging than prolonged outages caused by ransomware or other attacks. This perspective has helped elevate cybersecurity as an organizational priority and ensures city leadership understands its critical importance.

When it comes to funding, we rely heavily on our grants-writing department, which does an outstanding job identifying and securing opportunities. Our peers allocate almost 40 percent more of their total operating budget to IT than we do. Despite this funding disparity, we ensure cybersecurity remains a top priority. I continue to advocate for increased IT investment, making the case that technology isn’t just an operational cost. It’s a driver of efficiency, innovation and long-term savings. Even with tight budgets, we maximize our resources to move forward and support our mission effectively.

Smarter Cities Start Here: Using AI to Streamline Public Service Delivery

One of the most exciting trends reshaping city governance is the rise of AI-driven tools that automate everything from customer service to city planning. We’re starting with IT, where conversational AI will integrate with our IT Service Management system to manage support calls. This AI is capable of detecting user frustration through voice cues, responding with empathy and communicating in up to 104 languages—including Creole and Spanish. It can identify issues, offer solutions and seamlessly escalate to a live agent when needed.

Once successfully implemented in IT, we plan to expand the tool to other departments, starting with our building department, which currently handles over 50,000 calls each year. Our long-term vision is to develop a citywide 311 system powered by AI, capable of managing resident inquiries across websites, phone lines and mobile apps, and intelligently routing them to the right department for resolution.

The Power of Leadership: Empowering People, Driving Results

Employees should be treated as our most valuable resource because, in essence, they are the backbone of the business. As a leader, every decision should be guided by what’s in the best interest of your people.

When leaders prioritize care, respect and support for their employees, they will consistently exceed expectations. This is a lesson learned from great leaders like Bob Chapman and Simon Sinek, whose teachings on people-first leadership demonstrate that when you invest in your people, they return that investment tenfold.

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IT Infrastructure