how do we get full advantage from our tech folks, while still reining
them in, in the interests of the business model?

Dear dom4896-ga, one suggestion is to develop an SLM (service level
management) strategy.  There are literally hundreds of software tools
designed for this.  Just bear in mind the three basic questions: (1)
How well are we serving our customers? (2) How well are we serving
ourselves? and (3) How well are our vendors serving us?  When new
applications are being designed (re #2), these aspects should be
addressed in some fashion.  Only in this way can one measure its
effectiveness relative to the original intent.
     For starters, consider getting the book "Foundations of Service
Level Management" by Rick Sturm.  If you go to amazon.com for this
book, you'll see my review entitled "Where is your SLM these days?"
     I think the basic thrust of your question is one of
accountability.  All too often the I/T folks build these massive
projects without clear, obtainable, and veriviable
returns-on-investment.  It's almost an afterthought.  If you bring
this to the table from the outset, they'll be forced to recognize that
you mean business.
     Hope this helps, bigalofechopark.

don't pay based on a salary... pay according to a variety of
performance metrics, with a bonus built in if everything exceeds
expectations.  If you pay them hourly or salary you'll get burocratic
decision making and lethargy.