City governments must serve their citizens effectively, often with limited staff. The TeamDynamix Enterprise Service Management (ESM) platform plays a critical role in helping multiple branches of the City of Avondale, Arizona, government work better together. With a more efficient organization, the city can respond to citizens’ needs faster and more effectively. 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,” says 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.
When other city departments saw how the platform helped improve the delivery of IT services, they realized they could streamline their own processes using TeamDynamix. The Human Resources department is currently onboarding TDX to manage its service delivery, and Facilities and Finance are coming on board as well.
TeamDynamix is helping to improve interdepartmental collaboration. For example, onboarding new employees is a multistep process that used to be quite cumbersome. Once new hires have completed all of the paperwork required by HR, they also need network privileges from IT. They have to be added to the city’s payroll system, and they need access to the building from Facilities.
This process used to involve a lot of paper shuffling, and it could take a while to complete. Now, the entire workflow can be initiated with a single service request that is routed to the various departments automatically.
“We can make sure we’re addressing all of our needs expeditiously,” says Scheetz. Having an automated system that keeps everyone on the same page has made working remotely much easier for city employees during the pandemic. Although in-person operations have resumed, “if someone needs to work from home, we can easily accommodate that now,” Scheetz says.
TeamDynamix has enabled employees to streamline city operations and deliver better service to Avondale residents. The system’s versatility has added a tremendous amount of value to the city government. “Everybody has a limited staff,” Scheetz says of municipal organizations. “Having a system like TeamDynamix makes a huge difference.”
ESM delivers a unified service desk experience across the entire organization, leading to an increase in productivity, cost savings and better delivery of services. The use of no-code ESM tools enables every department to manage its requests, enhancing the collaboration needed to provide quality services. Streamlining such services, users get quick solutions to their issues, which positively impacts customer satisfaction.
Similarly, through integration and automation capabilities, ESM enables businesses to automate repetitive tasks, minimizing human error and leading to cost savings. A mix of factors, including efficient management of tasks, time tracking and status updates, enable organizations to track the resolution process and make timely updates where necessary.
Can your organization benefit from an organization-wide approach to service management? Learn more about ITSM, ESM and smart service management in our latest eBook: Smart Service Management – Working Better Together With a Connected Enterprise.