One key digital transformation hurdle for state and local agencies is working across siloed technology systems and databases. iPaaS (integration platform as a service) is a cloud-based platform that connects the dots between enterprise systems by leveraging a single integration hub.
This cloud-based solution provides powerful and easy-to-use tools to connect systems, automate workflows and ensure data consistency across hundreds of internal systems and external data sources.
“If you don’t have integration and data integrity, you can’t do digital transformation,” said Andrew Graf, chief product officer at TeamDynamix.
iPaaS includes hundreds of prebuilt connectors for data integration and simplifies the creation of automated workflows with a drag-and-drop builder. You can also create new connectors and manage application programming interfaces (APIs) within the integration hub. This reduces reliance on APIs, strengthens governance and standards over data access, and gives developers or workflow builders the ability to connect once to the hub to access the full ecosystem of systems — greatly improving efficiency while enabling faster time to value for new automation.
Here’s a look at how local governments are using iPaaS to power digital transformation.
PIMA COUNTY INTEGRATES AND AUTOMATES WORKFLOWS
In Pima County, Ariz., iPaaS is integrating and automating workflows across multiple departments.
“We are using automation to take tickets and automatically deploy software to endpoints, to onboard and offboard users with Active Directory and distribution groups,” said Mark Hayes, who was the county’s information technology leader until his retirement in January 2024.
Officials plan to expand the use of the county’s TeamDynamix iPaaS platform to other departments, starting with the automation of employee onboarding and offboarding processes in HR.
“The drudgery of working through mundane, repetitive tasks doesn’t exist just in IT,” Hayes said. “I think the more we can reduce toil within the departments that we support, the more people are going to buy in and understand the value of what we’re trying to achieve. As we begin to do automation via workflows, it’s only going to make it better.”
GAINESVILLE UTILITY SOLVES SUPPORT CHALLENGE
Gainesville Regional Utilities (GRU) in Florida uses no-code capabilities to create customized integrations between its TeamDynamix platform and other software programs with a simple drag-and-drop process. GRU leveraged this capability to solve a key IT support challenge that affected thousands of retirees.
Retired GRU employees receive their pensions through the city’s Workday payroll system. However, if retirees didn’t get their pension check or had trouble with their Workday account, they couldn’t submit a service request using GRU’s online service portal. Because retirees are no longer city employees, they lacked a city Active Directory account that was required to access the service portal.
GRU worked with the TeamDynamix implementation and process consulting team to fix the issue, using the platform’s no-code configuration options. Now GRU retirees can use the online portal, resulting in better service and faster problem resolution.
AVONDALE, ARIZ., GAINS NEW DATA INSIGHTS
In Avondale, Ariz., TeamDynamix IT Service Management and iPaaS provide insights that help city leaders manage their departments more effectively.
“We can see trends and patterns that help us deploy our limited resources in a more intelligent manner,” said CIO Jeff Scheetz.
City leaders can track how much time various tasks are taking so they can justify additional hires or reassign staff. Leaders can also see which service categories generate the most service requests, enabling better resource allocation and faster troubleshooting. For example, if a certain piece of software causes a large number of service requests, staff may need more training, or it may be time to look for a system that’s easier to use. These insights let IT and other departments proactively solve problems and improve service.
“Everybody has a limited staff,” Scheetz said. “Having a system like TeamDynamix makes a huge difference.”
NEXT STEPS FOR PUBLIC CIOs
Because of its flexibility and scalability, iPaaS can serve as a foundation upon which governments can build digital transformation over time.
“The first step in changing the culture involves getting buy-in that there’s a problem to be solved,” said Graf, from TeamDynamix. “There’s an opportunity at every stage to ask if a good tool will help the organization mature.”
To get started, CIOs should:
Evaluate current integration challenges. Identify disconnected systems, data silos and manual processes that need improvement.
Set priorities. Focus on workflows that have the greatest impact on efficiency or service delivery.
Choose the right iPaaS solution. Along with automation and integration capabilities, look for low/no-code platforms that emphasize ease of use. Scalability and security are also mission-critical capabilities.
Pilot and scale. Start with a single high-impact workflow to build support and buy-in. Follow up with additional projects based on success metrics and stakeholder feedback.
To improve efficiency and service delivery, agencies must integrate disparate systems and data and automate manual processes. iPaaS provides powerful and user-friendly tools to streamline workflows, reduce staff workloads and redefine user experience.
Learn more about how iPaaS can empower your agency to drive digital transformation quickly and securely.
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