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Addressing the shortage of skilled workers in public authorities with digitalization and automation

enterprise service management

There is a shortage of specialists and managers on the labor market. Public administration is also faced with the challenges of a lack of personnel and the long-term retention of qualified specialists. Studies by PwC and McKinsey predict that there will be a shortage of up to one million skilled workers in the public sector by 2030.

Demographic change and the loss of knowledge due to retirements are further increasing the competition for talent. In order to continue to provide reliable and legally compliant services and offers in the future, public authorities must overcome their staff shortages.

Digital solutions make a decisive contribution to simplifying and automating time-consuming work processes. This increases employee productivity and allows them to concentrate on more demanding tasks. Among other things, advanced concepts provide a basis for digitizing administrative processes and enabling employees to work remotely. The clear advantage: a digital working environment increases attractiveness as an employer.

Significant increase in agility, efficiency and transparency

Enterprise Service Management offers various self-service tools to resolve support requests yourself, manage IT and non-IT assets, improve incident and problem management and automate software procurement. This enables authorities to act faster, use their scarce IT resources more efficiently and gain greater transparency over their processes.

Added value for authorities

  • Eliminate manual processes: Automating recurring routine tasks makes everyday work easier. From orders and approvals to license checks and installations to inventory and cost allocation, all processes can be covered. As a result, employees have more time for more interesting tasks.
  • Improved user experience: users can achieve more with fewer resources. A central self-service portal gives them easy access to all IT and non-IT assets and services.
  • Attractive employer: Application and onboarding processes are often perceived as bureaucratic. Digital processes optimize the recruitment and onboarding process. In addition, solutions for digital workspaces create the structure for flexible working models. All of this increases the attractiveness of public administrations for employees.
  • Possible application examples
  • The Swiss municipality of Horw has improved its entire IT infrastructure with the help of Matrix42 Enterprise Service Management. This has enabled it to standardize processes and manage 1,200 clients. The solution concept includes software distribution as well as streamlined ordering processes and has led to efficient handling of helpdesk tickets. At the same time, the municipal administration was also able to optimize the onboarding of new employees with the solution.
  • The University of Vienna also had problems with its client and license management, as two different systems were in operation. The new solution also needed to be more reliable and standardize processes. With Matrix42's service catalog, unified endpoint management and asset, license and contract management, the university was able to unify all these processes in one central system.
  • It is crucial to choose the right solution. Matrix42 Enterprise Service Management creates the foundation for your digital transformation and ensures standardization of processes, simplification of work and an improved employee experience.


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