Overview

April 30

From adopting ITIL to embracing automation, learn how IT leaders in the public sector are improving IT Service Desk outcomes. Join for a discussion with Abigail Ferguson, Customer Success Manager for Madison, Wisconsin, and Jon Rike, CIO for Dayton, Ohio, as they share their journeys.

A recent national survey conducted by the Center for Digital Government (CDG) among state and local government IT professionals revealed that only 38% of respondents have either adopted or are in the process of adopting the IT Infrastructure Library (ITIL) framework. The survey also highlights that government IT teams are still grappling with manual service desk tasks along with the mounting workloads and complexity of their current ITSM, compounded by staffing and budget constraints.

In this April 30 webinar, we’ll go over:

Key challenges for public sector IT teams
Top areas for IT service automation in the public sector
IT Infrastructure Library (ITIL) adoption and its impact on service desk operations
Incorporating AI to reduce ticket volume and enhance efficiency
The benefits of a no-code/low-code ITSM platform

Speakers

Andrew Graf

Chief Product Officer, TeamDynamix

A driving force behind the ongoing product strategy at TeamDynamix, Andrew works directly with IT leaders to better understand the emerging needs around the IT Service Desk and how to leverage tech to help. From automation and integration innovations to the use of AI, Andrew can help us solve the challenges ahead.

Abigail Ferguson

Customer Success Manager, City of Madison - Wisconsin Information Technology

Abigail specializes in building authentic connections with business partners and stakeholders to align the City of Madison's service goals with the values of the organization. She believes that where customer service and inclusion intersect is where customer success begins. Using a variety of communication strategies to move change initiatives forward, Abigail helps ensure all voices have a place at the table.

Jon Rike

Chief Information Officer, City of Dayton

Jon Rike currently serves as the Chief Information Officer for the City of Dayton and has held that position since 2020. As CIO, Jon is responsible for leading the development of IT strategy and the tactical management of enterprise IT systems and solutions that support internal operations and customer services. These include cloud services, virtual/physical servers, enterprise data storage, data analytics, networking, cybersecurity, application management, desktop programming, service desk, and document management. He provides organizational leadership to approximately 60 IT professionals across 17 City departments, including public safety, fire services, and the City-owned Dayton International Airport. Jon began his City of Dayton service with 18 years of experience in IT management, including leadership positions with Montgomery County and the University of Dayton. He earned an MBA and a B.S. in Management Information Systems at the University of Dayton and has achieved certifications in both project management and IT service management. Additionally, Jon currently serves on the Board of Directors for Technology First, the Regional Advisory Board for NPower, the Data Analytics Advisory Board for Sinclair Community College, and the MIS Advisory Board for the University of Dayton. When he's not at work, Jon enjoys spending time outdoors with his wife, Jojo, and their three children: Zoey, Charlie, and Olivia.

Bob Bennett — Moderator

Senior Fellow, Center for Digital Government

Bob Bennett is a Senior Fellow at the Center for Digital Government and the founder of B2 Civic Solutions, an international smart cities consultancy firm based in Parkville, Mo. From 2016 to 2019 he served in Mayor Sly James’ administration as the Chief Innovation Officer for the City of Kansas City, Mo. During his tenure, he oversaw the city’s smart city initiatives including a 54-block total digitalization pilot, strategy development for the city and P3-based expansion plans. Kansas City’s initiatives earned the city an Edison Award (Gold) for “Collective Disruption” and civic innovation in 2017, and Bob was named one of GovTech’s Top 25 Doers, Dreamers and Drivers in 2018. Before his role with the city, Bob completed a 25-year career in the U.S. Army which included service as a Strategist, a Battalion Commander and multiple combat tours.

Webinar

IT Service Excellence in the Public Sector