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How the IT service desk can help agencies advance workforce modernization

  • 4 mths ago

Human capital is one of the government’s most important assets, and there’s never been a greater need for talented and engaged individuals -- in leadership positions, technology roles and on the front line.

Yet rigid hiring processes, lengthy time to hire and competition from the private sector limit the government’s ability to respond to today’s pressing issues. Agencies also wrestle with the changing nature of work, which was accelerated by the pandemic and a remote workforce. The Government Accountability Office acknowledged the problem, adding strategic human capital management to its list of high-risk government programs that are regressing and in need of transformation.

This March, the congressionally chartered National Academy of Public Administration issued a roadmap with recommendations for building the workforce of the 21st century. It stresses human capital management must evolve into a “customer-focused, value-added, data-driven, and forward-looking” practice based on modernized technology affording “secure and efficient access to human capital data.”

One way to achieve this transformation -- without costs getting out of control -- is to automate and digitize core HR practices through integration with IT service desk remote monitoring and support.

Let’s look at what this means, how the integration comes together and how it can help governments address modern workforce challenges.

Bringing capital management into the IT service desk

Not to be confused with the help desk, which provides tactical IT troubleshooting and support, the IT service desk is a fully integrated asset and service management platform whose use cases go beyond IT.

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