Improving Service Delivery With Enterprise Service Management

Public-sector organizations face a unique set of challenges when it comes to managing service delivery for both citizens and employees. Limited resources, tight budgets and fragmented processes can make it difficult for these organizations to provide the quality of service that is expected of them – especially in a digital age where many residents expect to be able to access forms and submit payments online.

Fortunately, an enterprise service management (ESM) platform can help public-sector organizations streamline processes like onboarding and improve collaboration across departments, resulting in better resource allocation and service delivery. And with the addition of an integration and automation tool with an ESM platform – government offices of all sizes can modernize legacy systems and provide the experiences citizens expect.

Here are a few more ways public-sector organizations can use ESM to better their service delivery.

STREAMLINING ONBOARDING PROCESSES FOR NEW EMPLOYEES

New employees in public-sector organizations often experience delays in onboarding due to manual processes and a lack of clear visibility into employee tasks. An ESM platform simplifies the onboarding process by providing a single portal where employees can easily review tasks, submit requests and track progress.

This helps eliminate delays caused by manual entry or data errors while also increasing transparency in the onboarding process.

In addition, using integration and automation capabilities through iPaaS (integration platform as a service) with your ESM platform means you can take the manual work out of onboarding using automated workflows that extend across departments.

At Pima County, they are finding success using iPaaS with their TeamDynamix IT Service Management platform to simplify the onboarding and offboarding process for employees.

When it comes to onboarding new hires, the county’s goal is to have new employees arrive on day one with everything they need to get to work. “You don’t need to waste so much time when it comes to onboarding,” Mark Hayes, information technology leader at Pima County, said. “It really is such a sour experience for a new hire to come in, in this day and age, and sit around for three days waiting on their computer to show up. We need to get out of that mode and iPaaS is going to help us do that.”

In addition, using iPaaS to automate offboarding will save countless hours for a process that is normally very manual and heavily audited, as Pima County is a government entity.

“As a government organization we get audited by the state every year, and they want to know what these stale accounts are doing sitting here,” Hayes said. “Offboarding is currently a very manual process – having to review the list from HR of people who are no longer employed with us and manually revoking their privileges from all the different systems and software and disabling their accounts. There’s absolutely no reason for that to not be automated. iPaaS is going to help us a lot with this and save us time.”

IMPROVING COLLABORATION BETWEEN DIFFERENT DEPARTMENTS

ESM platforms provide powerful tools for public-sector organizations to manage their enterprise services more effectively. For example, ESM platforms enable departments such as IT, HR and finance to collaborate more easily on tasks such as software provisioning or employee onboarding. This not only increases efficiency but also leads to better communication between teams so they can work together more effectively on mission-critical projects.

At the city of Avondale, Ariz., ESM is playing a critical role in helping multiple branches of the city government work better together.

By leveraging a single portal with automated request routing and workflows, the team can be more responsive and transparent with citizens. The government for the city of Avondale consists of 14 departments serving nearly 100,000 residents. Its use of TeamDynamix (TDX) began within the IT department, which was looking for a better way to support employees’ use of technology through ITSM.

“Before, people would have to call or email our help desk with their service requests,” said CIO Jeff Scheetz. “However, now with the portal, IT has been able to create workflows and automation, rather than managing the many email and ticket requests. The workflow ensures that the requests are handled efficiently and provides additional reporting capabilities. Before, it was hard to prioritize tasks without a full view of what was going on.” In just a little over a year, Scheetz and his staff transformed the delivery of IT service for the city using the TeamDynamix platform.

Now, government employees can submit their IT service requests through a self-service portal, and they can find answers to common questions and problems within a growing knowledge base. When service requests are submitted, they are routed automatically to the appropriate team member for a response, based on the nature of the issue. Team members are automatically notified when tasks that affect them are completed or require their involvement — and comprehensive dashboards give IT leaders full visibility into the status of all service requests. “We have better communication now, and tickets are getting handled much faster,” Scheetz observed. “The platform saves everyone a lot of time and helps us make sure that nothing gets lost in the shuffle.”

When other city departments saw how the platform helped improve the delivery of IT service, they realized they could streamline their own processes using TeamDynamix. The Human Resources Department is currently onboarding TDX to manage its service delivery, and the facilities and finance departments are coming on board as well.

“Everybody has a limited staff,” Scheetz said of municipal organizations. “Having a system like TeamDynamix makes a huge difference.”

ENHANCING RESOURCE ALLOCATION AND SERVICE DELIVERY

ESM platforms provide valuable insights into how resources are being used within an organization. Having access to real-time data on resource usage allows leaders to make informed decisions about allocating resources more efficiently across different departments.

This helps optimize service delivery while ensuring that resources are allocated in the most cost-effective manner possible.

Because public-sector organizations face unique challenges when it comes to managing their enterprise services, the right ESM can make all the difference and provide a powerful solution for streamlining onboarding processes for new employees, improving collaboration between different departments, and enhancing resource allocation and service delivery across the organization.

The benefits of implementing an ESM platform in the public sector include increased efficiency of service requests and demands for technology, improved quality of services and user satisfaction, as well as enhanced visibility and control over enterprise services.

Ultimately, investing in an ESM platform is a worthwhile endeavor that will help public-sector organizations meet their goals with greater ease and efficiency than ever before.

To read more about how state and local governments are improving service delivery for employees and citizens alike, visit the TeamDynamix Resource Hub.

About the Author:

BIO: Andrew is the chief product officer for TeamDynamix. His passion lies in helping organizations thrive in an ever-changing environment. As a co-founder of TeamDynamix, Andrew is well versed in the common issues facing leaders in mid-large enterprise, health care, education and government – as tech spend rises and needs for increased IT maturity rise, he is able to help map out a way forward. Andrew believes that success comes when customers, team members and the company are all aligned. In his role, he uses his insights to focus on customer life cycle strategy; building a strategic product vision that will ensure customer success in both the short and long term. Andrew heads up the Advisory Boards, CIO Council, and Focus Group Program. He also works closely with partners for strengthened integration and cooperative vision.

Andrew was previously a technology and business process consultant with Arthur Andersen Business Consulting serving mid-market and Fortune 500 clients. He sits on the Ready Education board and was on the EduSourced board. Andrew graduated summa cum laude with a degree in management information systems with a specialization in French from Ohio University.