With more than 1 million residents living in Pima County, AZ, 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. We’re starting in IT, so that they can see the possibilities as we move forward with our digital transformation and expand outside of IT.”
Pima County made the switch to TeamDynamix for IT service management (ITSM) after using a different system for the last 10 years. Hayes said the county is looking at ways to combat both resource drain and employee burnout with their TeamDynamix now in place.
“Prior to TeamDynamix, we didn’t have the ability to automate things and build workflows to do things that eliminate toil and redundancy for our employees,” Hayes said. With TeamDynamix now in place, Pima County is looking to automate and integrate as much of the manual ITSM processes into workflows as they can.
“That’s something the organization is really just starting to comprehend as a vision that we want to get to overall,” Hayes said referring to automation. “My goal and hope is to make sure people understand the possibilities of workflow beyond just getting approvals routed because that’s all that we really do today.”
Beyond automating ITSM tasks and processes, Pima County is also investing in TeamDynamix iPaaS – integration platform as a service. With iPaaS, the county is looking to integrate systems beyond just IT to automate processes like onboarding and offboarding employees.
“We are starting small, hoping to use automation to take tickets and automatically deploy software to endpoints, to onboard and offboard users with Active Directory and distribution groups,” Hayes said.
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,” Hayes 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.”
Interested in learning more about iPaaS from TeamDynamix? Head over to our iPaaS page and sign up for our upcoming webinar.
This post was originally published in March 2021 and has been updated with new information.
