Overview

March 31
11AM PT, 2PM ET

Register

IT teams in state and local government are being asked to do more with less -- faster response times, higher service expectations and tighter budgets. For many service desks, repetitive tasks like user management, onboarding and routine updates consume valuable time that could be spent on strategic initiatives.

Join us as Weston Pay, Chief Technology Officer for the City of Lake Oswego, shares how his team is bringing clarity to complexity through no-code automation, AI and modern ITSM strategies. Discover how practical, scalable automation can transform service delivery, reduce manual work and deliver better service without adding technical overhead.

Key Takeaways:

  • Overcome common ITSM challenges like manual processes, workflow bottlenecks and disconnected systems
  • Use AI to deflect 30% to 60% of service desk tickets
  • Leverage automation to reduce ticket resolution times by 40% to 90%
  • Use the power of no-code ITSM for faster, more flexible implementation
  • Extend service management beyond IT to drive efficiency across departments

Walk away with actionable steps and proven insights to modernize your IT service desk, improve operational efficiency, and elevate service for your employees and constituents alike.

Speakers

Weston Pay headshot

Weston Pay

Chief Technology Officer, City of Lake Oswego

Weston Pay, born and raised in Oregon. Started education in Electronics Engineering but developed a fondness for computer programming. Graduated from Davenport University in Grand Rapids Michigan with a Bachelor’s in Computer Information Systems with a software focus. Started career at the City of Lake Oswego in 2013 as a Computer Analyst role focusing on website development. Moved to the Chief Technology Officer role in 2019 (just a few months before COVID). Been a TDX user for 2 years.

Andrew Graf headshot

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.

Kaliegh Belda headshot

Kaliegh Belda

AVP, Pre-Sales, TeamDynamix

Kaliegh partners with IT leaders across industries to help them modernize service delivery, streamline operations, and drive greater value from their technology investments. At TeamDynamix, she focuses on enabling organizations to leverage no-code IT Service Management, Virtual Agents, and IT Asset Management to improve efficiency, reduce costs, and transform user experiences.

Barry Condrey headshot

Barry Condrey — Moderator

Senior Fellow, Center for Digital Government

Barry has worked in the IT field for over 37 years holding a wide range of technology leadership positions in the public and private sectors and was most recently the CIO for Chesterfield County, Virginia where he pursues initiatives based on digital transformation, open government, and citizen centricity. Under his leadership Chesterfield County Va was four times recognized as the #1 digital county in the USA. Barry holds a masters degree in public leadership with a minor in economics from Virginia State University and a bachelors degree in computer science from DeVry University. He has been adjunct faculty for Virginia Commonwealth University and is currently adjunct faculty for the Public Technology Institute in the certified government CIO program. Barry has been an active NACo contributor, a gubernatorial appointee to the Virginia elections security standards workgroup and a two-time president of the Virginia Local Government IT Executives (VALGITE) organization. He is a certified government CIO (CGCIO), a certified information security manager (CISM) and a national top 25 Doer, Dreamer & Driver. He likes to teach, research technology, write code and blog about technology leadership from his home in Moseley, Virginia.

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