How the Product & Agile Center of Enablement Modernized Government Services

The State of Minnesota’s Office of Transformation and Strategy Delivery, part of MNIT Services, aimed to shift its IT operating model from project-based to product-based. The transformation focused on adopting Agile and DevOps practices across executive branch agencies to improve service delivery, increase citizen satisfaction, and build a more adaptive government.

Challenge

The State of Minnesota faced the complex task of shifting its IT operating model from a traditional, project-based approach to a modern, product-based model. This required not only structural and process changes but also a cultural shift across executive branch agencies. There was a need to introduce and scale Agile and DevOps practices while ensuring consistency, long-term adoption, and alignment with the state’s mission to better serve citizens. Additionally, the state sought to reduce friction in accessing services, improve customer experiences, and build public trust—all while managing the complexity of coordinating efforts across multiple agencies with varying levels of maturity and readiness.

Solution

Trissential partnered with the state to launch the Product and Agile Center of Enablement (PACE). Key initiatives included:

• Creating a state-wide internal website with tools, trainings, and on-demand coaching
• Delivering 3–5 training workshops each quarter, reaching over 1,500 participants
• Developing a playbook and role-based learning paths, co-created with agency staff
• Launching a cohort program to guide teams through applying Agile and product methods
• Supporting communities of practice across disciplines (UX, coaching, Scrum Masters, etc.)
• Building an AI-powered Products and Services Catalog to map programs across agencies
• Providing strategic guidance on legislation, talent, procurement, budgeting, and performance management
• Measuring impact with a Customer Experience Metrics Dashboard and team feedback surveys (Net Promoter Score >80%)

Results

• 50+ teams engaged, with over 10 pilots launched and 20+ cohort teams in progress
• 23% increase in awareness of customer-centric practices among state leadership
• Minnesota Department of Human Rights: Reduced discrimination intake processing time by 30%
• Minnesota Department of Agriculture: Cut Cottage Food License processing from 28 to 14 days
• Minnesota Department of Human Services: Supporting agile redevelopment of the state’s child welfare system (SSIS)

Recognition

• Finalist in the MN Governor’s Office “One MN Budget” awards
• Two-time NASCIO award nominee
• Highlighted in the press release celebrating Minnesota’s ‘A’ rating in the Digital States Survey