End User Management: Best Practices for Local Governments
Now, even office-based employees whose jobs require them to access the government network can use work-from-home privileges. As long as local governments have IT staff assigned to end user management, workers can safely enjoy working remotely.
Identifying Common Challenges in End User Management
The security of the organization’s network infrastructure relies heavily on end user vigilance. Individual devices must stay updated with the latest firmware, operating systems (OSs), and software versions. Otherwise, bad actors can exploit identified vulnerabilities that remain unaddressed.
One significant challenge, though, is that many end users either don’t know or don’t care whether their work devices run the latest versions. In some cases, even the most in-your-face reminders to update their software go ignored.
Access controls are another recurring headache for local government IT administrators. For instance, end-user management requires workers to create strong passwords and avoid sharing them. Many workers will need help resetting access credentials that they forgot. In other cases, users select passwords that are easy to remember—but also easy to hack—like “password,” “123456,” or birthdays and anniversaries.
What’s more, staff workers carelessly leave copies of their user names and passwords for all to see. They also have no problem sharing access accounts when asked by coworkers.
Without proper end-user management, the shortcomings in securing accounts and devices open the network to possible breaches. Malware, ransomware, phishing, and data breaches can afflict the local government as a result. Left unchecked, they can set back work, compromise private data, and cost the government a lot of money to resolve.
Best Practices for Optimizing End User Management
A well-mapped end-user management system requires assembling a competent IT staff led by a capable administrator. They can head efforts to educate users on proper device use and basic security measures. However, relying on users to develop self-awareness can sometimes be too optimistic.
To help mitigate the effects of lax end-user practices, the IT department can call on the services of a competent mobile device management (MDM) system. All users’ smart devices can connect wirelessly to the internet. Similarly, the mobile device manager can use remote connectivity to access each device in the local government fleet and perform low-level management services.
Through reliable cloud platforms like Amazon Web Services, which offer secure connectivity, high encryption, and redundancy, admins can connect to one or all devices wirelessly. This enables them to perform software updates, apply fixes or patches, and install needed applications remotely and without end-user intervention.
Device managers that are both OS- and device-agnostic are more useful than those bound to a single platform. The reality of today’s networks is that sooner or later, better technology will emerge to replace the older, inefficient system. As such, new devices that sport different brand names and run on different operating systems will eventually join the organization’s network. Your management platform should anticipate the hardware and software evolution and be ready to embrace various end-user devices.
Reducing Support Ticket Volume Through Proper End-User Layers (EULs)
Giving end users complete access to the network can lead to catastrophic results. For example, a simple clerical error entered by an entry-level worker can change a company’s market value from positive to negative. Similarly, an unchecked effort to debug a program can affect more than its scope and crash the entire system.
It’s essential to prevent ill-advised forays by inexperienced users (and the resulting calls for service support). Admins should develop well-defined end-user layers (EULs) that define areas users can access.
At a minimum, each user should have access to the network. But in terms of security, user access levels should follow the “least privilege” principle. This ensures each user won’t be able to navigate areas of the network that are unrelated to their line of work. That way, should problems or breaches arise, the damage can be limited to their specific access coverage.
How to Maximize Your Rollout Process
The key to a successful end-user management program is getting workers to buy into the system. To this effect, use a timely and informative rollout process to keep your team updated on developments.
Aside from traditional email, internal newsletters, and portal message boards, admins can also utilize the built-in communication features of each user’s smart device. Modern mobile device management systems feature communication tools that can deliver messages to the entire user network instantaneously.
With the same connectivity protocols used to perform maintenance tasks and provide updates, the mobile device management platform can send updates, bulletins, and alerts to selected devices or the entire fleet in one go. This push notification takes precedence over any application and will remain atop the device screen until acknowledged.
Mobile Device Management Delivers a Great End-User System
Keeping your local government’s network secure from outside threats is crucial, especially in the growing popularity of remote work. Administrators and IT staff have their hands full educating end users, maintaining devices, and securing the network. Doing all three minimizes external threats that can lead to losses in data, resources, and credibility.
The right mobile device manager can help local governments implement an effective end-user management program. With a remote device that manages, maintains, and secures all connected devices, municipalities can better deliver the critical services their constituents need.
Reliable mobile device management software can also ensure end users are given only the access levels they need to prevent potential problems. Robust communication features provide messaging and updates to keep end users informed.
