{"id":6804,"date":"2021-04-21T03:01:27","date_gmt":"2021-04-21T03:01:27","guid":{"rendered":"https:\/\/business.udemy.com\/?post_type=customers&p=6804"},"modified":"2025-12-03T21:31:03","modified_gmt":"2025-12-03T21:31:03","slug":"pima-county","status":"publish","type":"customers","link":"https:\/\/business.udemy.com\/case-studies\/pima-county\/","title":{"rendered":"Innovative Approach to Learning Saves Time and Tax Dollars in Pima County"},"content":{"rendered":"\n

Innovative Approach to Learning Saves Time and Tax Dollars in Pima County<\/strong><\/h2>\n\n\n\n

Think of local government and you might not immediately think of efficiency and innovation. But Pima County<\/a>, Arizona isn’t your typical local government.<\/p>\n\n\n\n

Deputy IT Director Mark Hayes and Network Operation Center Manager Diego Arriola oversee training for Pima County\u2019s 200-person IT organization. What do IT professionals at local government do? They support 8,000 employees in dozens of departments \u2014 everything from the library system to wastewater management facilities. And this requires the ability to quickly adapt to change and pick up new technical skills.<\/p>\n\n\n\n

Challenge: <\/strong>Support employees\u2019 immediate need for technical upskilling \u2014 and their future career goals<\/h3>\n\n\n\n

Mark\u2019s primary goal is to help the IT professionals in his department update their skills. \u201cWe\u2019re trying to increase our technical capacity. We\u2019re adopting a lot of new technology and we\u2019re trying to modernize.\u201d<\/p>\n\n\n\n

The way Mark sees it, learning goes beyond picking up technical skills. \u201cWe want people to do more than just write code or solve a problem with the desktop software. We want people to look around them and be aware of their circumstances and situations and think outside the box when solving problems.\u201d<\/p>\n\n\n\n

Upskilling his team doesn\u2019t just serve the needs of Pima County, though. According to Mark, the investment is also beneficial to their careers. \u201cWe have a culture of learning and development here,\u201d he says. Mark believes focusing on learning opportunities in the government setting is critical. \u201cNobody\u2019s going to get rich working here. So we have to have other reasons for employees to want to stay.\u201d <\/p>\n\n\n\n

Solution: <\/strong>Amplify the team\u2019s impact with a learning partner everyone already trusted<\/h3>\n\n\n\n

When Pima County employees had the option to choose their own learning solution, one name kept coming up again and again: Udemy. It was such a popular choice among Pima County employees that it made the decision to get Udemy Business easy. \u201cIt was a no-brainer,\u201d says Mark.<\/p>\n\n\n\n

When they started looking more closely at Udemy, Diego was impressed with the course content and ease of navigation. \u201cThere are so many courses that are only available on Udemy. And we liked the fact that there are multiple courses available for the different technologies and soft skills we\u2019re looking at.\u201d<\/p>\n","protected":false},"excerpt":{"rendered":"

Pima County<\/p>\n","protected":false},"featured_media":0,"template":"templates\/full-width.php","resource_type":[7],"class_list":["post-6804","customers","type-customers","status-publish","hentry","resource_type-case-study","post","without-featured-image"],"acf":{"customer_description":"Pima County is the second-largest of four original counties created in 1864 and located in the south central region of the U.S. state of Arizona. A major commercial and academic hub, Pima County includes the entire Tucson Metropolitan Statistical Area and is the third largest metro region in the Southwestern United States. Think of local government and you might not immediately think of efficiency and innovation. But Pima County, Arizona isn\u2019t your typical local government.","case_study_pdf":"https:\/\/info.udemy.com\/rs\/273-CKQ-053\/images\/UFB_Case_Study_Pima_County_2021.pdf","key_results":false,"archive_thumbnail":"https:\/\/business.udemy.com\/wp-content\/uploads\/2021\/04\/pima-county-resource-thumbnail-596x348-1.png","customer_logo":"https:\/\/business.udemy.com\/wp-content\/uploads\/2021\/04\/pimacounty_rgb600.jpg","customer_quote":true,"quote_image":"https:\/\/business.udemy.com\/wp-content\/uploads\/2021\/04\/Darriola2_91x91-1-e1618972878375.jpg.webp","quote_text":"Now [with Udemy Business] it only takes two or three weeks to get new hires fully up to speed. This is a 77% reduction in the time new hires spend onboarding.","quote_name":"Diego Arriola","quote_title":"Network Operation Center Manager","has_video":false,"key_results1_number":"","key_results1_text":"","key_results2_number":"","key_results2_text":"","choose_resource_hubs":["default","smb"],"publish_to_selected_resource_hubs":["yes"],"resource_topics":["integrated_learning","on_demand_learning","learning_culture","technical_upskilling"],"company_logo":"https:\/\/business.udemy.com\/wp-content\/uploads\/2021\/04\/pimacounty_rgb696-300x185.jpg.webp","show_customer_spotlight":false,"main_heading":"Innovative Approach to Learning Saves Time and Tax Dollars in Pima County","case_study_details_paragraph":"

Think of local government and you might not immediately think of efficiency and innovation. But Pima County, Arizona isn\u2019t your typical local government. Deputy IT Director Mark Hayes and Network Operation Center Manager Diego Arriola oversee training for Pima County\u2019s 200-person IT organization. What do IT professionals at local government do? They support 8,000 employees in dozens of departments \u2014 everything from the library system to wastewater management facilities. And this requires the ability to quickly adapt to change and pick up new technical skills.<\/p>\n","industry_details_group":{"include_industry_details":true,"industry_details":"Government"},"company_hq_details_group":{"include_company_hq_details":true,"company_hq_details":"Pima County, Arizona, USA"},"number_of_employees_details_group":{"include_number_of_employees_details":true,"number_of_employees_details":"200 (IT)"},"office_locations_details_group":{"include_office_locations_details":false,"office_locations_details":""},"statistics_repeater":[{"number_or_icon":"number","statistic_number":"77%","statistic_icon":false,"statistic_text":"reduction in the time new hires spend onboarding"}],"tabs_group":{"include_challenge_tab":true,"challenge_tab_include_quote":true,"challenge_tab_quote_group":{"tab_quote_text":"We have a culture of learning and development here. Nobody\u2019s going to get rich working here. So we have to have other reasons for employees to want to stay.","tab_quote_author_name":"Mark Hayes ","tab_quote_author_title":"Deputy IT Director","tab_quote_author_photo":"https:\/\/business.udemy.com\/wp-content\/uploads\/2021\/04\/Hayes2.jpg.webp"},"challenge_tab_heading":"Support employees\u2019 immediate need for technical upskilling \u2014 and their future career goals ","challenge_tab_text":"

Mark\u2019s primary goal is to help the IT professionals in his department update their skills. \u201cWe\u2019re trying to increase our technical capacity. We\u2019re adopting a lot of new technology and we\u2019re trying to modernize.\u201d<\/p>\n

The way Mark sees it, learning goes beyond picking up technical skills. \u201cWe want people to do more than just write code or solve a problem with the desktop software. We want people to look around them and be aware of their circumstances and situations and think outside the box when solving problems.<\/p>\n

Upskilling his team doesn\u2019t just serve the needs of Pima County, though. According to Mark, the investment is also beneficial to their careers. \u201cWe have a culture of learning and development here,\u201d he says. Mark believes focusing on learning opportunities in the government setting is critical. \u201cNobody\u2019s going to get rich working here. So we have to have other reasons for employees to want to stay.\u201d<\/p>\n

Pima County had tried a few approaches to learning in the past. They had a vendor they weren\u2019t satisfied with, so they let their contract expire. Mark knew he needed a learning solution that would support the IT department\u2019s various needs: technical upskilling, critical thinking, and broader professional development.<\/p>\n","include_solution_tab":true,"solution_tab_include_quote":true,"solution_tab_quote_group":{"tab_quote_text":"The outcome of faster onboarding is that we save time and money, which means we\u2019re not spending people\u2019s tax dollars needlessly.","tab_quote_author_name":"Mark Hayes ","tab_quote_author_title":"Deputy IT Director","tab_quote_author_photo":"https:\/\/business.udemy.com\/wp-content\/uploads\/2021\/04\/Hayes2.jpg.webp"},"solution_tab_heading":"Amplify the team\u2019s impact with a learning partner everyone already trusted","solution_tab_text":"

When Pima County employees had the option to choose their own learning solution, one name kept coming up again and again: Udemy. It was such a popular choice among Pima County employees that it made the decision to get Udemy Business easy. \u201cIt was a no-brainer,\u201d says Mark.<\/p>\n

When they started looking more closely at Udemy, Diego was impressed with the course content and ease of navigation. \u201cThere are so many courses that are only available on Udemy. And we liked the fact that there are multiple courses available for the different technologies and soft skills we\u2019re looking at.\u201d<\/p>\n

Respond to the urgent training needs during a pandemic <\/strong><\/p>\n

2020 brought a sudden and unexpected change for Pima County (and the rest of the world). \u201cUntil the pandemic, we were 100% onsite workers,\u201d says Mark. \u201cWe suddenly had thousands of people working from home and no real effective way for them to work and communicate.\u201d<\/p>\n

They chose Microsoft Teams to promote collaboration in the newly remote environment. But this posed a challenge: How do you help a large, distributed team adopt a new technology? And how do you quickly train the IT helpdesk staff so they can troubleshoot for other employees?<\/p>\n

Diego\u2019s first step was to look at Udemy Business content. \u201cWe found a few Udemy courses and combined them into one course that was 5 hours long. If we\u2019d done it with Microsoft training and research on our own, it would have taken 40\u201380 hours.\u201d<\/p>\n

Looking back on this experience, Mark is amazed they were able to pull it off. \u201cWe were able to pivot and effectively transition a few thousand people to work from home. I honestly don\u2019t know how we could have done it without Udemy.\u201d<\/p>\n","include_results_tab":true,"results_tab_include_quote":false,"results_tab_quote_group":{"tab_quote_text":"","tab_quote_author_name":"","tab_quote_author_title":"","tab_quote_author_photo":false},"results_tab_heading":"Reduce onboarding time 77% for new hires with Learning Paths","results_tab_text":"

Training new hires in the IT department has traditionally been a time-consuming activity at Pima County. It took about two to three months to fully onboard a new hire and involved a lot of one-on-one time with their manager and peers.<\/p>\n

Diego uses Learning Paths in Udemy to build customized onboarding for new team members. \u201cI combine documentation, Udemy course content, and other materials. Now there\u2019s one location where everything is stored.\u201d<\/p>\n

Diego says that Udemy has completely transformed the new hire onboarding process. \u201cNow it only takes two or three weeks to get new hires fully up to speed. This is a 77% reduction in the time new hires spend onboarding.\u201d Plus, new hires engage with the learning path content on their own. This means their managers and peers can focus on core business activities while new employees take self-guided onboarding modules.<\/p>\n

Employees can still have a tailored experience since Learning Paths are easy to update and customize for each role. \u201cEvery time we onboard somebody new, we can modify it \u2014 it reduces time needed from others training someone new that comes in.\u201d<\/p>\n

The impact of reducing onboarding is clear, says Mark. \u201cThe outcome of faster onboarding is that we save time and money, which means we\u2019re not spending people\u2019s tax dollars needlessly.\u201d<\/p>\n","include_looking_forward_tab":true,"looking_forward_tab_include_quote":false,"looking_forward_tab_quote_group":{"tab_quote_text":"","tab_quote_author_name":"","tab_quote_author_title":"","tab_quote_author_photo":false},"looking_forward_tab_heading":"Help employees meet their goals with learning ","looking_forward_tab_text":"

Looking to the future, Mark wants to further integrate learning into the culture for all employees at Pima County. He sees an opportunity for managers and employees to work together to create learning plans. \u201cI\u2019m trying to transfer this culture of learning into a more accessible and more managed process. I hope to see more people stop and take the time to do a self-inventory and think about their goals and objectives and how to reach them.\u201d<\/p>\n"},"main_page_quote_group":{"main_page_quote_text":"There are so many courses that are only available on Udemy. And we liked the fact that there are multiple courses available for the different technologies and soft skills we\u2019re looking at.","main_page_quote_author_name":"Diego Arriola ","main_page_quote_author_title":"Network Operation Center Manager","main_page_quote_author_photo":"https:\/\/business.udemy.com\/wp-content\/uploads\/2021\/04\/Diego.jpg.webp"},"more_success_stories_repeater":[{"success_story_logo":"https:\/\/business.udemy.com\/wp-content\/uploads\/2021\/12\/Kershaw_County_Logo_HiRes_2022.png","success_story_link":"\/case-studies\/kershaw-county\/"}],"hide_footer":false,"hide_navigation":false},"yoast_head":"\nCustomer Case Study: Pima County | Udemy Business<\/title>\n<meta name=\"description\" content=\"Companies trust Udemy Business to meet their learning and development needs.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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