1. Henry Ford “You can't build a reputation on what you are going to do”

2. It’s all about …. SERVICE

3. Vince Lombardi “People will listen if they like you ... People will get into business with you if they trust you”

4. It’s all about …. Trust

5. High Seekers Embracers Trust Hacklers Agreers Low Service

6. ICT Delivery Architecture Outcomes Demand Outputs Supply Inputs

7. ICT Delivery Architecture Outcomes Demand Service Outputs Supply Service Inputs

8. Balancing the ICT Supply and Demand Equation Trust Service

9. Steps to More Efficient Use of ICT Smart, Efficient Use of ICT Resources Secure, Robust, Flexible ICT Environment Consult/ Service provision Well Governed ICT Improve efficiency Reduce complexity Effective & Valuable Internal Partnering

10. Perception is Reality

11. Tangibles Physical facilities, equipment and appearance of personnel. Resilient and available ICT infrastructure

12. Reliability The ability to perform the promised service dependably and accurately. Visible, integrated and controlled workflow. Visually depictive and easy accessible performance data

13. % % % % % % % % % %

14. % % % % % % % % % %

15. Responsiveness Willingness to help customers and provide prompt service. Agile and fact based decision making. Collaborative interactions and knowledge based advice.

16. Assurance Competence, courtesy, credibility and security; the knowledge and courtesy of employees and their ability to inspire trust and confidence. Informed and contributing Users/Clients.

17. Empathy Access, communication, understanding the customer; caring and individualized attention that the firm provides to its customers

18. There is no power the word … “NO” … only disempowerment and distrust

19. Engagement Strategy Trust Outcomes Outputs Inputs

20. Unknown(might be Carol Bardy) “Trust is like a vase.. once it's broken, though you can fix it the vase will never be same again.”

21. According to Stephen Covey Jr. trust is built through behavior. His work has identified 13 behaviors which build trust:1. Talk Straight2. Demonstrate Respect3. Create Transparency4. Right Wrongs5. Show Loyalty6. Deliver Results7. Get Better 8. Confront Reality9. Clarify Expectations10. Practice Accountability11. Listen First12. Keep Commitments13. Extend Trust

22. Self actualisation

23. Maslow's Hierarchy of Needs Self-actualisation Esteem Love/belonging Safety Physiological

24. CIO actualisation

25. ErgonZehnder International

26. ErgonZehnder International

27. Future State CIO

28. Business Outcomes Transformational Business performance enhancement Enhancement Efficiency Cost Improvements Empowerment

30. “Until you believe in yourself you won't believe in your future” SrullyBlotnik

31. “Never underestimate the power of a small group of people to change the world” “Indeed that is the way the world has always managed to change” Margaret Mead

33. ?

34. Trust Service