Experienced Insights to Guide Digital Transformation

Eric L. Keane, Chief Information Officer, City of Memphis

Eric Keane joined Mayor Young’s team as Chief Information Officer on January 1 st ,Keane comes to the City of Memphis from FedEx, where he was Senior Vice President and Chief Information Officer for FedEx Express and Logistics. He is a practical and proven information technology leader with success in building and leading teams while implementing technology around the world, including in China, Canada, United States, France, Mexico, Germany, Singapore, India and elsewhere. Eric brings a sense of a global culture with him having lived and worked in six countries, traveling to another 150 countries, and is a dual Citizen of Ireland and USA. Last, but not least, Eric is an Assistant Coach for his Twin Daughter’s High School Golf Team.

A Journey Spanning Continents

I began my career at FedEx while still in university, joining its IT department and gradually learning the nuances of the field. Over 25 years, I have had the privilege of working in various countries, including India, Singapore, France, Belgium, Germany and The Netherlands. Each experience provides new challenges and growth opportunities. My journey with FedEx has been instrumental in shaping my approach to technology and team-building. Eventually, I found my way to Memphis, where FedEx is deeply rooted. At the suggestion of FedEx leadership, I transitioned into public service, joining the City of Memphis as Chief Information Officer under Mayor Paul Young.

A Framework for Success

In my early career, I realized the need for a set framework to help me navigate FedEx's complex operations. It was centered on patterns, teams and impact. Always intently focused on recognizing business and technological patterns, building diverse and balanced teams and identifying opportunities to make a significant impact. This approach has been effective for over 30 years, helping me navigate unfamiliar environments, whether in Germany, Singapore or India. Consistency in leadership coupled with a deep understanding of local contexts were also crucial in overcoming cultural barriers and operational challenges, ensuring that each project was tailored to meet the specific needs.

Digital Transformation for Community Well-being

At Memphis, I am focused on aligning our IT initiatives with Mayor Young’s vision, particularly in public safety. Our team has developed a strategic blueprint—what I call a “box top”—to guide our technology projects. This blueprint, designed in collaboration with the police, fire and parks departments, focuses on integrating capabilities like data lakes, camera sensors and edge computing to support the city’s public safety efforts. The goal is to fight crime while providing positive outlets for youth, such as parks and recording studios. Success is measured simultaneously by technological advancements and tangible improvements in public safety and community well-being.

“Success is measured simultaneously by continuous improvement technological advancements and tangible improvements in public safety and community well-being.”

Slow and Steady Approach to Leadership

Motivating a team and building trust requires time, consistency, and patience. From my experiences, particularly when working in foreign environments, I've learned the importance of being present and involved with my team. Leadership is about setting a clear vision and being patient as the team gradually builds trust and momentum.

A leader must also have a strong point of view, shaped by experience and even failures, to guide the team through challenges and toward success.

Navigating the Workplace

The key is adaptability. Leaders should be able to tailor their approach to best suit their work environment. This happened to me when I switched to the public sector, which requires a different approach compared to the commercial sector.

Collaboration is fundamental to the public sector. I’ve observed that public sector leaders, such as CIOs from other cities, are often willing to share their innovations and successes.

I advise embracing this by being a diplomat and connector, linking your team with others to leverage collective knowledge. This collaborative approach has been instrumental in shaping our technology strategies in Memphis, borrowing ideas and solutions from other cities to build a better, smarter city.

Information Technology

Logistics

Digital Transformation