The City replaced disconnected, paper-based workflows with a single platform spanning IT, public safety, legal, fleet, finance, and facilities.
The police department adopted TeamDynamix as its primary asset management platform — tracking equipment without IT involvement.
With TeamDynamix, processes including legal contract review, fleet management, and purchasing approvals are now all automated and fully auditable.
Industry: Public Sector
Previous System: Manage Engine
When you manage IT for an entire city with a lean team, every hour matters.
Weston Pay, Chief Technology Officer for the City of Lake Oswego, Oregon, knows that reality well. His department supports everything from finance and facilities to a full public safety infrastructure (police, fire, and emergency services) where technology failures have consequences that go well beyond a missed deadline.
“Process improvement and efficiency are number one when it comes to public safety,” Pay explained.
The inefficiencies in Lake Oswego’s workflows weren’t hard to find prior to the city switching to TeamDynamix from Manage Engine for IT Service Management (ITSM).
Invoice processing alone required staff to print electronic documents, carry them to the finance department, re-scan them, and manually key data into the ERP system. The same slow, error-prone cycle repeated across every department, every day.
Pay knew the problem was solvable, but solving it meant finding the right platform, not just the next one.
Pay came into the ITSM evaluation process with clear priorities: process automation, cross-departmental usability, and a vendor that would set his team up for success from day one, not hand them a platform and walk away.
TeamDynamix stood apart on all three, but the implementation experience was what sealed it.
“One of the deciding factors for moving forward with TeamDynamix was the implementation process and the amount of training that was included in that,” Pay said. “It was something I’d not seen as well spelled out with other vendors during the evaluation process.”
Where other vendors offered generic onboarding, TeamDynamix delivered a structured, clearly defined implementation path with training built in, giving Pay the confidence that his team could hit the ground running.
The platform’s unified architecture for ITSM, Enterprise Service Management (ESM), IT Asset Management (ITAM), automation, integration, AI, and Project Portfolio Management (PPM) mattered just as much.
Pay had seen how fragmented toolsets create their own kind of drag, requiring staff to jump between systems with no shared context. “It was important that we had something that would work across departments so that we could simplify things,” he says. “That’s really what it’s about for us — making service delivery easier so we don’t have to go to this system for one thing and this other system for something else.”
TeamDynamix’s single platform — connecting tickets, assets, purchasing, and project management — was exactly what Lake Oswego needed. With AI and no-code automation natively built in, the team could build sophisticated workflows without needing a team of developers.
One of Pay’s earliest realizations post-implementation was that TeamDynamix had far more to offer than IT ticketing. By taking an ESM approach from the start, he brought the entire city onto a single platform and transformed how departments work, not just how IT manages requests.
“The platform allows us to incorporate asset management and tickets, and they work together. Even purchasing and project management are all handled through here, and everything knows about everything else — which is very efficient in terms of looking up historical information.
The police department, for example, adopted TeamDynamix as its primary asset management platform, tracking body armor, firearms, vehicles, and equipment with the same system IT uses for devices and infrastructure.
Supervisors can customize asset records to match their department’s needs without IT involvement, and training requests now flow through automated approval chains rather than getting buried in email.
“It’s very simple for them to modify the forms for an asset and add different features that are important to one department versus the next,” Pay said.
The legal team manages contract reviews and approvals through TeamDynamix, keeping all edits, communications, and approvals in one place with a full audit trail.
“We do a lot of contracting,” Pay explained, “and a tool like this can help our legal team process those contracts… there might be back and forth, edits and communication… and it can just keep all of that on track.”
Fleet management, facilities, and purchasing workflows run through the same system, Pay said, giving every department full visibility into status, history, and related tickets.
The connective tissue is what Pay values most from TeamDynamix. “The platform allows us to incorporate asset management and tickets, and they work together. Even purchasing and project management are all handled through here, and everything knows about everything else — which is very efficient in terms of looking up historical information.”
With the platform unified, Pay focused on automating the routine work that had long consumed his team’s capacity. TeamDynamix’s no-code workflow builder empowered his staff to build automations for scheduled maintenance tickets, recurring tasks, and multi-step approval chains.
File share access requests are one concrete example. When an employee requests access, the system evaluates the request against policy, provisions access automatically if eligible or routes it for approval if not, and completes provisioning once approved. This is all without IT staff involvement.
On the AI side, Pay’s sights are set on the citizen experience. He wants residents who contact the city for services to get real answers through natural conversation, not just links to a knowledge base article.
Pay also wants the AI to take action on their behalf when appropriate. “When a citizen comes requesting a service, I would like to make that process as easy for them as possible,” he said. “We want them to be able to provide the information directly in the AI Virtual Support Agent (VSA) and get the answers they’re looking for right there.”
For internal staff, AI capabilities are already helping with ticket triage, routing suggestions, and automated knowledge base article generation, Pay said, compressing the time from issue resolution to documented, searchable solution.
Pay was intentional about adoption of TeamDynamix from the start. Rather than selecting the platform and announcing it to departments, he brought stakeholders into the evaluation itself.
“I involved the organization in the decision to choose TeamDynamix. I reached out to various departments… and we selected the platform together,” he explained. “That helped to build some immediate buy-in.”
That approach also surfaced use cases IT alone would never have identified for the new tool, and created organizational ownership before the platform ever went live.
For departments that weren’t part of the initial evaluation, a demonstration was enough.
“It’s fairly easy to get buy-in once they can see what TeamDynamix can do,” Pay said. “If it meets functional needs of the department, they’re very happy to buy in and start using it.”
Since implementing TeamDynamix, adoption has spread organically, driven by departments solving real problems, not IT pushing a new tool.
With TeamDynamix, Lake Oswego has replaced a patchwork of disconnected, paper-dependent workflows with a single platform spanning IT, public safety, legal, fleet, finance, and facilities.
Manual processes that once required physical paper trails and repeated manual data entry are now automated and fully auditable. Departments that previously operated in isolation now share context, assets, and workflows, making the city more responsive to the people it serves.
For Pay, the investment is as much about what’s coming as what’s already been accomplished. With the right platform in place, his lean team is delivering enterprise-grade service management to an entire municipality, and the foundation is built to grow as AI and automation capabilities continue to evolve.
