SELF-SERVICE DRIVES SATISFACTION, REDUCES IT DRAIN
Self-service portals have emerged as indispensable tools for government agencies, offering citizens and employees streamlined access to a plethora of government services and information. From applying for permits and licenses to accessing vital records, these portals provide a user-friendly interface, eliminating the need for in-person visits and tedious paperwork. Citizens can now navigate bureaucratic processes with ease, significantly reducing administrative burdens on government agencies.
Furthermore, self-service portals foster a culture of empowerment and transparency. By placing control directly in the hands of citizens, these platforms promote greater engagement and accountability. Citizens can track the status of their requests in real time, fostering trust in government institutions and fostering a sense of ownership in public affairs.
At the city of Madison, the TeamDynamix platform is being used to support digital transformation initiatives with great success.
The team implemented TeamDynamix ITSM — focusing on self-service to kick off the city’s IT service delivery transformation according to Abigail Ferguson, customer success manager for the city of Madison’s Information Technology.
“We are seeing the same resource constraints other cities are,” she said. “We are understaffed at times and need to focus on higher-value implementations. So, anything we can do to empower our users to find the resources they need for self-service is a must for us.”
Like many other businesses and organizations — the demand for service has gone up exponentially over the last few years as IT now has to support better digital experiences and a “service anywhere, anytime” mentality, even within the public sector.
To address the growing demand, the city of Madison is taking a proactive approach and combining Project Portfolio Management (PPM) with ITSM using a single platform through TeamDynamix, “This is going to help us really get a sense of what projects align with our strategic goals. We can see what projects align with our service catalog that exist today and take a more proactive approach with our customers and other agencies,” she said.
This approach is also going to help the city identify what projects should be high priority and what projects can be turned down or scheduled for a later time. “In government, you can’t always say no — it’s more of a ‘we can do that later,’ so we want to be able to support our staff and our citizens the best we can by prioritizing the work,” Ferguson said.
When it came to making the switch to TeamDynamix, improved communication and transparency were big factors. Both are things citizens were asking for when it came to doing business with the city.
Ferguson said the legacy ticketing system they were using only provided people “barebones” updates on the status of their tickets. “It was a black hole. They’d get these updates just at the start of the ticket and at the end when the ticket was complete,” she said. “We had a lot of complaints about that. Our customers wanted transparency, they wanted buy-in, they wanted to have a stake in their request and to be able to provide feedback to us.”
So when it came to switching to TeamDynamix, the culture was already in place to move forward and embrace a more transparent and innovative approach to service management and delivery.
“The IT customer portal specifically has been an ongoing selling point for us to get buy-in internally,” Ferguson said of the new portal launched with TeamDynamix. “As we started to implement [TeamDynamix] we’ve had good feedback from our help desk on what would be better for customers to submit through the portal or resolve through self-service.”
It’s this readiness for change that’s led to the successful implementation of the new ITSM system and continues to power the organization as they better processes throughout IT and beyond.
“It’s been a journey of enabling folks to feel like they have the right to the knowledge that we all have had — nothing is secret anymore,” Ferguson said. “Our customers want to be able to participate, and every time we get feedback from our customers, our user experience gets better and better, and we’re doing our jobs better.”
THE POWER OF SELF-SERVICE AND AUTOMATION
The true transformative potential of self-service in the public sector lies in its integration with automation technologies. Implementing intelligent automation as part of your IT Service Management (ITSM) allows you to streamline routine tasks and processes. This not only frees up valuable human resources but also minimizes the risk of errors and delays. And when you pair this automation with a self-service portal, you can automate things like password resets and ticket routing, reducing the drain on your IT resources.
Moreover, automation fosters innovation by enabling the development of intelligent workflows and decision-making processes. By leveraging automation and reporting, government agencies can gain actionable insights, driving informed decision-making and policy formulation. This data-driven approach not only enhances service delivery but also enables proactive problem-solving and resource allocation.
In addition to improving internal processes, automation also enhances the delivery of citizen services. One of the most promising trends in IT is the use of conversational AI to enhance the self-service portal experience. With conversational AI, users can ask questions and get instant responses. Conversational AI can help users resolve simple issues quickly, without having to contact the IT team. Furthermore, AI can learn from previous interactions and adapt to users' preferences, making it easier to provide personalized service.
By integrating conversational AI chatbots into strategy, you can achieve several benefits:
- Faster Incident Resolution: Chatbots can quickly identify the root cause of incidents and provide users with a resolution or workaround, reducing the time and effort required to resolve incidents.
- Improved User Experience: Chatbots can provide users with a natural language interface to interact with IT systems, reducing the need for users to understand complex IT jargon.
- Reduced IT Workload: Chatbots can perform routine tasks such as password resets, software installations and system checks, freeing up IT staff to focus on more complex tasks.
- 24/7 Availability: Chatbots can be available 24/7, providing users with access to IT support at any time, reducing the impact of incidents on business operations.
- Data Collection and Analysis: Chatbots can collect data on incident trends and patterns, enabling IT organizations to identify areas for improvement and make data-driven decisions.
By adopting conversational AI chatbots as part of your ITSM strategy, you can significantly improve self-service adoption, customer satisfaction and problem-resolution time — all while cutting costs and reducing the drain on IT resources.
As you can see, the synergy between self-service and automation is driving unprecedented innovation in public-sector IT. By empowering citizens, optimizing processes and fostering collaboration, self-service portals and automation tools are revolutionizing the way government services are delivered and experienced. As we navigate the complexities of the digital age, embracing self-service and automation holds the key to building more efficient, transparent and citizen-centric government institutions.
