Keith Scott, K.L. Scott & Associates (KLSA), on Modernizing Government Technology, Strategic Planning, and Citizen Experience (North Fulton Business Radio, Episode 922)
On this episode of North Fulton Business Radio, host John Ray welcomes Keith Scott, CEO of K.L. Scott & Associates (KLSA), a management and IT consulting firm based in Alpharetta. With over 32 years of experience, Scott helps federal, state, and local government agencies modernize their technology systems, break down operational silos, and deliver better outcomes for the communities they serve.
Scott discusses how government agencies face unique challenges, including aging technology infrastructure, workforce turnover with a third of government employees retiring in the next five years, and the need to compete with private sector organizations for top talent. He explains how KLSA helps agencies leverage data-driven decision-making, implement AI readiness assessments, and create strategic plans that survive beyond election cycles. Scott shares success stories, including helping a Maryland state agency redesign their customer call center operations and helping a Midwestern city retain talent by improving community engagement processes.
The conversation covers the importance of citizen feedback loops, how government agencies can attract mission-driven talent despite salary limitations, and the opportunities and challenges surrounding AI implementation in the public sector. Scott also discusses his Citizen Experience Podcast and the KLSA Academy, which provides training in AI skills, executive leadership, and workforce development for government employees.
John Ray is the host of North Fulton Business Radio. The show is produced by John Ray and North Fulton Business Radio, LLC, an affiliate of Business RadioX®, and is recorded inside Renasant Bank in Alpharetta.
Key Takeaways from This Episode
- Government agencies must establish citizen feedback loops to understand how their services are being received and identify areas for improvement, rather than relying solely on outlier complaints or praise.
- The government workforce faces a critical challenge with roughly a third of employees retiring within five years, creating a knowledge vacuum that requires succession planning and strategies to attract mission-driven talent.
- AI presents opportunities for government agencies to accelerate outcomes and improve efficiency, but requires proper readiness assessments and business cases beyond basic chatbot implementations.
- Cybersecurity and data vulnerability represent the biggest challenge facing government today, with increasing threats from automated attacks, account theft, and voice impersonation targeting vulnerable populations.
Topics Discussed in this Episode
00:20 John Ray introduces the show and guest Keith Scott
02:12 Keith Scott introduces KLSA and how the firm helps government agencies
03:07 Keith Scott’s career background from software developer to MBA to consulting
04:24 KLSA’s history serving 35-40 municipalities and federal agencies since 2013
05:12 The importance of citizen feedback loops in government service delivery
06:08 Challenges with continuity in government beyond election cycles
08:00 Why government agencies care about citizen experience and compete for taxpayer revenue
10:14 How community planning affects economic vitality, using Alpharetta’s North Point Mall area as an example
11:15 Data-driven decision-making and addressing legacy systems in government
12:35 Citizens compare government services to private sector experiences like Amazon
13:14 Breaking down silos between government departments like fire, education, and parks
15:13 Workforce challenges with government employees retiring and knowledge transfer
16:27 Attracting mission-driven talent versus competing on salary with private sector
17:17 How COVID affected younger workers’ need for mentorship and community
18:20 AI opportunities in government and building agentic AI tools
20:05 Big picture challenges facing government, including cybersecurity threats
21:20 The Citizen Experience Podcast and KLSA Academy
23:05 Symptoms that indicate a government agency needs strategic planning help
24:44 Success stories, including Maryland customer service redesign and Midwestern city talent retention
26:48 Contact information for KLSA
Keith L. Scott, Founder and Chief Executive Officer
Keith L. Scott is the Founder and Chief Executive Officer of K.L. Scott & Associates (KLSA), an Atlanta-based management and information technology consulting firm that helps government agencies modernize systems, strengthen operations, and deliver better outcomes for the communities they serve. With more than 32 years of experience at the intersection of technology, strategy, and public service, he is recognized as a trusted advisor to federal, state, and local government leaders navigating complex, high-stakes transformations.
Keith began his career in consulting with leading global firms, including Deloitte and Gartner, where he refined his analytical rigor, strategic insight, and commitment to excellence. In 2013, he co-founded KLSA to bring large-firm expertise with the speed, flexibility, and personal attention of a boutique consultancy. Under his leadership, the firm has grown into a national advisory partner with offices in Atlanta and Washington, D.C., supporting more than 30 public-sector organizations and earning distinctions such as SBA 8(a) certification, ISO 9001 quality certification, and a GSA Multiple Award Schedule contract.
His work centers on helping government agencies modernize technology, leverage data and AI for better decision-making, improve organizational performance, and enhance the citizen experience. Keith’s leadership philosophy reflects a balance of analytics and empathy, ensuring that every modernization effort stays rooted in people, impact, and community outcomes.
Keith also serves as the host of The Citizen Experience Podcast, where he interviews leaders, innovators, public officials, and industry experts about government transformation, technology, and the future of public service. His thought leadership has positioned him as a sought-after advisor on topics ranging from AI adoption to strategic planning to operational excellence in government.
He holds a B.S. in Computer Science, an MBA in Organizational Strategy, and certification in Business Analytics. When he is not advising clients, speaking, or recording new podcast episodes, he is committed to mentoring emerging professionals and supporting community-driven initiatives.
K.L. Scott & Associates (KLSA)
K.L. Scott & Associates (KLSA) is a management and information technology consulting firm headquartered in Atlanta, Georgia, with an additional office in Washington, D.C. Founded in 2013, the firm helps government agencies and mission-driven organizations modernize their technology, improve operational performance, and deliver better outcomes for the communities they serve. Guided by the belief that effective government strengthens quality of life for all residents, KLSA blends data-driven insight with practical, people-centered solutions.
KLSA provides a full range of consulting services including IT modernization, artificial intelligence and advanced analytics, strategy and operational improvement, organizational design, change management, workforce development, and program implementation support. The firm’s approach combines rigorous analysis with empathetic leadership, ensuring that every recommendation can be successfully executed and sustained.
KLSA holds several key federal certifications and contracting vehicles, including SBA 8(a) status, ISO 9001 quality certification, and the GSA Multiple Award Schedule (MAS) contract. These designations reflect the firm’s disciplined management practices and make it easy for government customers to partner with them. KLSA also supports clients through its 8(a) joint venture, K2K Ohana, which expands delivery capacity across digital transformation, cybersecurity, AI enablement, and mission-critical federal programs.
The firm has delivered successful outcomes for more than 30 federal, state, and local agencies across the country. Their work spans sectors such as human services, public safety, transportation, education, and finance, helping government leaders respond to modernization pressures, rising citizen expectations, and evolving workforce needs.
Driven by a commitment to service, ethics, and measurable impact, KLSA continues to help public-sector organizations operate more efficiently, use data more intelligently, and deliver a better citizen experience.
Renasant Bank supports North Fulton Business Radio
Renasant Bank has humble roots, having started in 1904 as a $100,000 bank located in a Lee County, Mississippi, bakery. Since then, Renasant has grown into one of the Southeast’s strongest financial institutions, boasting over $26 billion in assets and more than 280 offices offering banking, lending, wealth management, and financial services throughout the region. All of Renasant’s success stems from the commitment of each banker to invest in the communities they serve, which in turn helps them better understand the people they serve. At Renasant Bank, their banking professionals understand you because they work and live alongside you every day.
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Beyond Computer Solutions supports North Fulton Business Radio
Whether you’re a law firm, medical practice, or manufacturer, there’s one headline you don’t want to make: “Local Business Pays Thousands in Ransom After Cyberattack.” That’s where Beyond Computer Solutions comes in. They help organizations like yours stay out of the news and in business with managed IT and cybersecurity services designed for industries where compliance and reputation matter most.
Whether they serve as your complete IT department or simply support your internal team, they are well-versed in HIPAA, secure document access, written security policies, and other essential aspects that ensure your safety and well-being. Best of all, it starts with a complimentary security assessment.
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About North Fulton Business Radio and host John Ray
With over 900 episodes and having featured over 1,400 guests, North Fulton Business Radio is the longest-running podcast in the North Fulton area, covering business in our community like no one else. We are the undisputed “Voice of Business” in North Fulton!
The show invites a diverse range of business, non-profit, and community leaders to share their significant contributions to their respective markets, communities, and professions. There is no discrimination based on company size, and there is never any “pay to play.” North Fulton Business Radio supports and celebrates businesses by sharing positive stories that traditional media ignore. Some media lean left. Some media lean right. We lean business.
John Ray is the host of North Fulton Business Radio. John and the team at North Fulton Business Radio, LLC, an affiliate of Business RadioX®, produce the show, which is recorded inside Renasant Bank in Alpharetta.
The studio is located at 275 South Main Street, Alpharetta, GA 30009.
You can find the entire archive of shows by following this link. The show is accessible on all major podcast apps, such as Apple Podcasts, Spotify, Google, Amazon, iHeart Radio, and many others.
John Ray also operates his own business advisory practice. John’s services include advising solopreneurs and small professional services firms on their value, their positioning and business development, and their pricing. His clients are professionals who are selling their expertise, such as consultants, coaches, attorneys, CPAs, accountants, bookkeepers, marketing professionals, and other professional services practitioners.
John is the author of the five-star rated book, The Generosity Mindset: A Journey to Business Success by Raising Your Confidence, Value, and Prices, praised by readers for its practical insights on raising confidence, value, and prices.
Steve Zylstra serves as president and CEO of the Arizona Technology Council, a role he assumed in 2007. He is responsible for strategy, operations, finance and policy development. Zylstra is a vocal spokesman for the value technology can provide in raising social and economic standards in Arizona.
Karen Nowicki is a successful author, speaker and the creator of Deep Impact Leadership™ and SoulMarks Coaching™. She is a two-time recipient of the prestigious national Choice Award® for her book and personal development retreat. Karen was crowned the first-ever “Mompreneur of the Year” Award in 2010 for the southwestern states. She was recognized for her leadership, business acumen, and work-life balance.
Born in Phoenix, Arizona, Bianca Buliga is a trilingual first-generation American of Romanian ethnicity. A marketing professional with experience in both the nonprofit and for-profit sectors, Bianca currently works as Director, Marketing & Communications for the Arizona Technology Council.
