When Knowledge Lives Only in Their Heads: Training and AI Readiness in Local Government, B-Lynk Train to Gain Podcast

In this episode of Train to Gain, Katie Merrill sits down with Parker Skophammer, Director of Finance and Administrative Services for the City of Mankato, Minnesota, to talk about what it takes to build a training foundation that actually scales.

Parker's team runs a 311 customer service operation — nine agents, 77 services, 50,000 calls a year — and partnered with B-Lynk to turn years of undocumented institutional knowledge into structured eLearning and video training. The result: new agent onboarding time dropped from 10 weeks to 6.

He also shares how local government is approaching AI, why governance has to come before ROI, and what any leader should do right now to protect the long-term health of their organization.

https://www.b-lynk.com/podcast

Episode 18: https://player.captivate.fm/episode/579f427e-aec0-4818-a1cc-14443ee9c7dc