The Australian Department of Industry, Science, Energy and Resources has implemented the ServiceNow Protected Platform to streamline and automate enterprise service management. The portal enables real-time visibility into the status of requests and the ability to track and measure performance analytics.
Australia’s Department of Industry, Science, Energy and Resources (DISER) has successfully implemented the ServiceNow Protected Platform to streamline and automate enterprise service management for more than 4,000 employees.
DISER is the first Australian Government department to use the ServiceNow Protected Platform, developed to meet Australian data security and sovereignty requirements for government and regulated industries. Australia’s main federal department acquired and implemented the platform in less than six months.
The platform is part of the department’s service management innovation, which started with IT before expanding to cover service delivery for various teams and corporate functions including procurement, finance, payroll requests, legal services and communication support.
Eric Swift, ANZ Vice President and Managing Director at ServiceNow, said: “As a result of this go ‑ live, DISER will significantly improve the experience of its employees so that staff can focus on what matters: improving outcomes for citizens. In both the private and public sectors, unique digital experiences for employees are the key to unlocking productivity and freeing up time. This is driving huge demand from the range of regulated industries for the ServiceNow Protected Platform.
“In our work with more than 100 Australian state and federal agencies, we see them faced with growing requests to deliver more for less, while needing to adapt to increasing security and data sovereignty obligations. ServiceNow Protected Platform, DISER will be able to access the full power of the Now Platform with nationwide support and embedded security, to comply with IRAP requirements for the management of government data at the protected classification level. “
Steve Stirling, General Manager of ICT Operations at DISER, said ServiceNow is used for many functions across the department.
“By using a platform to manage complex tasks and requests, we have improved our automation and streamlined a range of administrative tasks, allowing us to assign team members to more important tasks. work, ”Stirling said.
ServiceNow replaced various systems and processes, including IT software that was soon to be finished, while other teams used a mix of tools to manage requests. The new platform combines functions into one portal, giving employees a place to make requests and to access a range of corporate services.
Requests will now be automatically routed to the right teams and individuals, eliminating a manual review and sorting process. The portal enables real-time visibility on the status of requests, and the ability to track and measure performance analytics. It also provides self-service capabilities, a virtual agent to assist with inquiries, and a knowledge base of articles, making information easy to find.
The new portal for DISER went live last year. As of March 2022, there were 2,300 knowledge article views and more than 6,500 self-service requests, with only 164 requests filed via email. More than 500 virtual agent conversations have also ended.
The ServiceNow Protected Platform is powered by Microsoft Azure, and is built to comply with regulations governing data sovereignty and security-meeting IRAP requirements for sensitive management of government data at the protected classification level. This means the agency will be able to access the full range of cloud solutions built into the Now Platform, including all data maintained in the country, and all Australia-based support services and staff.
Sonia Eland, Lead ServiceNow Partner, Deloitte Consulting, said: “The DISER team considered the user experience to drive the use of new services, as well as an implementation strategy that will deliver business value early and often. With this in mind, they took a best approach to the project, by engaging employees early in the change process, implementing out-of-the-box functionality and adapting to process to best fit the new system.
“Through its new interaction portal and then gradually adding features such as virtual agents, along with closing old inboxes and manual tools, DISER has reaped the rewards with almost total adoption in a large workforce, delivering significant efficiency gains across multiple teams and functions. ”
Mike Bennet, Managing Director, BT Automation, said: “Our long history of working with Government means we have a deep understanding of the requirements and working methods of the public sector, which is essential to the completion of such a wide implementation very quickly. Strong collaboration between all parties and the complete focus on driving positive results for the department has led to many benefits and quick time to value. ”
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