In an organization, IT is rarely the only group that offers services – whether to employees, customers or citizens – and state and local governments are no different. But not every group has an organized system for service requests – that’s where Enterprise Service Management (ESM) comes in.
Customer service and the user experience includes internal clients. From managing requests to improving information flow, departments outside of the technology organization struggle with keeping track of an increasing avalanche of email inquiries, work orders, status reports, and data updates.
Code for America’s new 2023 Benefits Enrollment Field Guide, an interactive research tool, shares best practices to improve the usability and accessibility of online benefits applications.
City governments aren’t typically known for their speed of service – but that’s changing. There’s a growing interest amongst the public sector in IT self-service and the benefits it can provide, especially as more and more state and local governments invest in modernizing their service management and delivery.
The Virginia Information Technologies Agency (VITA) announced that it has selected Everlaw, a cloud-native investigation and litigation platform, for a multi-year standardized contract to transform the commonwealth’s legal technology.
Effectively managing the technology needs of more than 5,000 city employees, including employees that utilize technology in the field, requires the right combination of people, processes and technology. Business Systems Manager Dusty Borchardt said Oklahoma City has a top-notch IT team and well-defined processes, but the city government lacked an IT Service Management (ITSM) platform that would allow it to become a fully mature IT organization – that is, until they discovered TeamDynamix.
For organizations to succeed in getting started with automation efforts, experts recommend they focus on the “pain points” of the process, and use those successes to build momentum for automation.
From the lone hacker to nation-state operatives, government agencies from the Federal level down to local municipalities are under constant threat of a cyberattack. In recent years, the Federal government has responded by sharing guidance and information, but that only takes budget-strapped state and local government entities so far.
As state and local governments kick off digital transformation initiatives, many find their existing IT Service Management (ITSM) tool presents a stumbling block. Fortunately, more modern, codeless ITSM platforms provide the necessary capabilities for success – combining Project Portfolio Management (PPM), Enterprise Service Management (ESM) as well as integration and automation (iPaaS) in one platform.
Read how local governments use Enterprise Service Management (ESM) and iPaaS to improve service delivery for citizens and streamline processes like onboarding and offboarding for employees.