baltimore Buildings
baltimore Buildings
baltimore Buildings
20NTC Session

Unmasking the Mystery: Why ‘Technology’ Isn’t Your Real Problem


“We know exactly what we need,” they say. “Just help us install this new technology and it’ll all be great,” they say. Seems like a straightforward, sure-fire tech fix. Yet, when I deliver exactly what they requested, they’re not satisfied. It “didn’t work.” But what went wrong? The truth is, there probably wasn’t a technology problem in the first place. Instead, there was a far different problem hiding behind the mask of technology.

Have you been stuck in this vicious cycle, too? Then this session is for you. From communication gaps to confusing processes, learn more about the real problems masquerading around your workplace and wreaking havoc on your technological solutions and strategies — and together, let’s unpack how remove those masks and address the real issues.

Learning Outcomes

  • Know what problems are often disguised and dismissed as technology issues
  • Know a mask (what you need to dig deeper into) versus a face (what you need to address head-on)
  • Know when and how to remove the technology mask and uncover/tackle the root cause

Target Audience

Decision makers, support staff and anyone facing a gap between what is requested and what is utilized


Lauren Feldman Hay

Director of Informatics

Public Health Solutions

Lauren (she/her/hers) currently leads the development of strategy and best practices for the management of operational and strategic data for Public Health Solutions, the largest public health nonprofit serving New York City. She manages a team of seven people who carry out application development & integration; business requirements elicitation; data analysis; and management of client- and encounter-level data that feed an internally-developed health & human services calculation engine.

Lauren’s interests lie in public sector performance improvement through the effective use of technology, whether applications are home-grown or purchased from a vendor. She has over fifteen years of experience working with large data systems and 12 years of experiencing managing analytics & technology teams. She believes that holistic data models, collaborative & visual documentation of workflows, and clear communication are critical to the success of technology projects.

Calley Heffer

Deputy Director, Information Systems

Public Health Solutions

Calley (she/her) is Deputy Director, Information Systems at Public Health Solutions, a New York City non-profit focusing on a wide range of public health issues that overwhelmingly affect the ability of underserved New Yorkers to live their healthiest life, including food and nutrition, health insurance, maternal and child health, reproductive and sexual health, tobacco control, and HIV/AIDS. She has over ten years of experience in healthcare and non-profit settings. Her primary interests are in collaborative, data-centric approaches to information systems in the public services sector; data design and governance informed by systems thinking and semantic modeling; and ethical and social implications of new technologies.



March 24, 2020


10:30am – 11:45am