Driving Digital Transformation with Enterprise Service Management

Digital transformation initiatives are revolutionizing how the public sector operates and delivers value to employees and citizens. But not without challenges.

Public sector organizations face a unique set of challenges when it comes to managing service delivery including limited resources, tight budgets and fragmented processes – all of which can make it difficult for these organizations to provide the quality of service that is expected of them.

Fortunately, an Enterprise Service Management (ESM) platform can help by bridging the gaps between siloed departments and connecting processes to better serve citizens.

With ESM you can streamline service delivery processes; align tech stacks; improve security and governance over data and APIs; gain better visibility into all of the work and projects happening throughout your organization; and above all, enhance the user experience.

Defining Enterprise Service Management (ESM)

Enterprise Service Management is a holistic approach that extends the traditional IT Service Management (ITSM) framework to other departments within an organization, such as HR or facilities for example. It involves the implementation of service management best practices, processes and tools across the entire enterprise, with the primary goal of delivering a seamless and efficient service experience to both internal and external customers.

The core concepts of ESM include:

1. Service orientation: Adopting a service mindset that focuses on delivering value to customers by understanding and fulfilling their needs.
2. Process standardization: Implementing consistent, best-practice processes across the organization to improve efficiency and effectiveness.
3. Automation and integration: Leveraging technology to automate repetitive tasks and integrate disparate systems, reducing manual effort and streamlining service delivery.
4. Performance measurement: Continuously monitoring and measuring the performance of services and processes to drive continuous improvement.

ESM differs from traditional ITSM in that it goes beyond the IT department, encompassing all areas of the organization to create a more unified and customer-centric approach. An ESM platform can help public sector organizations streamline processes like onboarding or offboarding and improve collaboration across departments, resulting in better resource allocation and service delivery.

Pima County, AZ Using ESM to Improve Service, Reduce Toil

With more than 1 million residents living in Pima County, top-notch service delivery is essential for the Pima County government, and that means investing in the right tools and retaining employees as the county moves through its digital transformation.

For Mark Hayes, information technology leader at Pima County, much of the digital transformation work starts in IT.

“TeamDynamix is a place where we are really trying to kickstart and accelerate the ideology that automation with the right tools can bring value not just to IT, but to other departments within our organization,” Hayes said. “The drudgery of working through mundane, repetitive tasks doesn’t exist just in IT. 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. There’s nothing like success to breed more success, and once other departments see the benefits they’re going to want these tools too.”

The county has started by using TeamDynamix to automate key processes like onboarding and offboarding – as these include IT as well as other departments.

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. 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 TeamDynamix is going to help us do that.”

In addition, Hayes said automating 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. TeamDynamix is going to help us a lot with this and save us time.”

Improving Collaboration Between Different Departments

At the City of Avondale, AZ, 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. The use of TeamDynamix 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,” CIO Jeff Scheetz, said. “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 said. “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 using TeamDynamix to manage its service delivery, along with facilities and finance too.

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

To learn more about ESM and its benefits visit: Going Beyond IT with ESM.