Public Accountability Report Public Accountability Report

2025 Innovation and Technology
Mission Statement The Department of Innovation and Technology's (DoIT) mission is to improve access to government services by leveraging modern technologies.
Program Goals and Objectives
  1. Improve residents’ experience by delivering user-centric, digital solutions.
    1. Employ human-centered design principles with priority on usability, accessibility, and inclusivity.
    2. Increase the availability of self-service capabilities and ensure that digital solutions are mobile-friendly.
    3. Understand residents’ needs in accessing government services.
  2. Drive innovation and leverage modern technology to streamline government.
    1. Modernize the state’s technology by adopting common and modern platforms.
    2. Mature the architecture and governance practice to improve the adoption of technology-based solutions.
    3. Expand broadband access for government institutions in the state.
  3. Protect and secure systems and data while reducing risk.
    1. Improve the cybersecurity posture of the state through risk-based decision-making.
    2. Collaborate with government entities to strengthen cybersecurity capabilities.
    3. Establish a robust privacy management ecosystem.
  4. Partner with agencies to increase the value delivered to residents.
    1. Collaborate with agencies to develop a technology modernization roadmap.
    2. Improve efficiency and effectiveness of IT operations and increase transparency.
    3. Strengthen system resiliency while being good stewards of resources.
  5. Enable data-informed decision-making.
    1. Empower agencies to use data to improve resident outcomes.
    2. Introduce analytics practices to enhance insights.
    3. Implement a statewide data governance framework that encourages data-sharing.
  6. Foster a culture of innovation and collaboration to develop a high-performing workforce.
    1. Create a people-first workplace.
    2. Promote employee engagement through open communication, idea-sharing, and cross-functional teamwork.
    3. Modernize recruitment strategies to increase diversity and reduce barriers to state employment.
Source of Funds General Revenue Fund, Capital Development Fund, Technology Management Revolving Fund, DOIT Special Projects Fund Statutory Authority 20 ILCS 1370, 20 ILCS 1375
Fiscal Year 2026 Target/Projected Fiscal Year 2025 Actual Fiscal Year 2025 Target/Projected Fiscal Year 2024 Actual Fiscal Year 2023 Actual
Input Indicators
Total expenditures - all sources (in thousands) $ 1,087,182.4 $ 891,362.2 $ 942,547.6 $ 863,858.6 $ 839,603.0
Total expenditures - state appropriated funds (in thousands) $ 1,087,182.4 $ 891,362.2 $ 942,547.6 $ 863,858.6 $ 839,603.0
Average monthly full-time equivalents 1,858.0 1,489.0 1,728.0 1,381.0 1,191.0
Output Indicators
Supported devices for state employees 62,700 62,520 62,700 62,118 61,754
Email users supported 89,325 88,441 87,500 85,632 83,126
Websites supported 165.0 160.0 163.0 159.0 156.0
Statewide applications supported 150.0 148.0 110.0 99.0 98.0
Service desk calls answered 295,000 285,306 195,000 192,293 182,255
Virtualized servers managed 5,000 5,000 4,980 4,723 4,359
Enterprise data storage managed: petabyte (PB) 25.0 26.0 25.0 20.0 12.3
Security: current risk assessments (a) 200.0 50.0 25.0 22.0 17.0
Security: DoIT client agency personnel receiving cybersecurity awareness training 69,000 69,461 65,000 65,488 63,885
Security: end-user devices with up-to-date virus protection 62,000 60,326 62,000 60,122 64,553
Network data circuits managed 5,700 5,530 5,700 5,440 4,714
Illinois Century Network (ICN) anchor institutions 5,384 5,384 5,500 5,271 4,756
Number of direct connections to the ICN 3,000 2,758 3,000 2,774 2,645
Total wireless devices managed 33,000 32,415 33,000 30,149 28,033
Annual telecom orders (TSRs) 12,000 10,272 12,000 10,237 10,312
Total phone lines managed (including VoIP) 90,000 82,255 78,000 76,785 67,944
Outcome Indicators
Mainframe system availability 99.00% 99.00% 99.00% 99.00% 99.00%
Systems for which disaster recovery services are provided 100.00% 100.00% 100.00% 100.00% 100.00%
Service desk customer satisfaction rate 95.00% 96.00% 95.00% 95.00% 94.00%
Average available bandwidth in Mbps (all customers) (b) 2,346 1,950 2,000 1,554 1,469
WAN backbone network availability 99.90% 99.90% 99.99% 99.99% 99.99%
External Benchmarks
Mainframe transactions completed within two seconds (per Gartner Group Research) 98.00% 98.00% 98.00% 98.00% 98.00%
Footnotes
The increase reflects enhancements to DoIT’s Risk Management Program, including process automation and expanded assessment capabilities. These improvements enabled assessments to scale beyond organizational risk to include application-level risk for the first time, resulting in a 100% increase in completed assessments and supporting continued growth projected for fiscal year 2026. There is growth on the network and increasing demand for more bandwidth as more applications move to the cloud. Multiple state agencies are in the process of or planning for bandwidth upgrades. The Department of Human Services, for example, is placing orders to upgrade all their locations and will likely double their existing bandwidth in the coming months. The largest growth has been due to the success of the DoIT E-rate Broadband Network, where we added 67 new and upgraded 69 existing last-mile circuits, representing an additional 459,050 Mbps of bandwidth.

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