Government
Boost efficiency and delight citizens through
ServiceNow experiences
Scenario
One of the largest state agencies, employing over 12,000 individuals, was struggling to manage over five million field assets that are critical for ensuring the safety and efficiency of citizens' transportation needs. A limited roadmap had resulted in a complex network of data, making it challenging to correlate work orders for assets that needed repairs.
Solution
By leveraging ServiceNow IT Asset Management, IT Operations Management, and Field Service Management, the agency streamlined its ServiceNow implementation and introduced new processes for dispatch and asset tracking.
Results
The implementation created a modern dispatch and work order system, powered by an accurate and extensive database of assets.
Scenario
A city in the Midwest with over 100,000 citizens needed to completely overhaul the way citizens engage with a variety of services. The existing solution had grown organically, making it increasingly difficult to navigate and resulting in a high volume of phone calls to its help desk.
Solution
By utilizing the ServiceNow Customer Service Management module, along with substantial organizational and process consulting, the city introduced a new portal that was streamlined, enjoyable, and efficient.
Results
The implementation lowered costs because more citizens were able to use self-service – which also heightened citizen satisfaction.
