Take a look at one of our success stories, from the public sector

The assignment consisted of four key objectives:

To achieve the digital targets of the government department to which the IT unit reports, the unit had to undertake a digital transformation of its own, and in particular:

• digitalise a whole set of processes using a solution based on the ServiceNow platform
• upgrade and optimise the client journey
• automate the most time-consuming tasks
• improve overall process management

Programme management for all the integration projects and technical-functional requirements specifications the integrator was to use as reference documentation:

• handle standard IT processes first (incidents, service calls), before extending the work to other processes
• integrate mature, previously optimised, processes, aiming to achieve some initial success within a limited scope
• run workshops involving key users (functional departments and operations) to ensure quick adoption by all concerned
• use solution prototypes in running workshops and help users anticipate their future use
• meet stated requirements while ideally using the solution in a standard configuration

• a scope with continually expanding IT and non-IT processes was integrated, exceeding the initial objectives
• the solution implemented consequently forms part of the day-to-day routine for all staff in the unit, and more broadly the entire staff of the Ministry to which the unit reports
• standardised processes within a single solution means:
  • a number of existing information systems were replaced, reducing the TCO
  • more reliable processing and greater operational efficiency
  • an improved user experience, for its functional clients and operational users alike
• a boost to the continuous improvement process thanks to the provision of KPIs and dashboards shared by everyone