Deloitte and Canberra’s BT Automation have implemented the ServiceNow Protected Platform for more than 4000 employees in the Department of Industry, Science, Energy and Resources (DISER).
The project marks the first government department to implement the ServiceNow Protected Platform, where acquisition and implementation will take place in less than six months, meeting Australia’s data security and sovereignty requirements.
The new platform is part of the department’s service management change, which started in IT before expanding to cover service delivery for various teams and corporate functions including procurement, finance, payroll requests, services legal, and communication support.
“The DISER team values the user experience to drive the use of new services, as well as an implementation strategy that will deliver business value early and often,” said Deloitte Consulting lead ServiceNow partner, Sonia Eland.
“With this in mind, they took a best-in-class approach to the project, by engaging employees early in the change process, implementing out-of-the-box functionality and adapting processes to best fit the new system.
“Through its new interaction portal and then gradually adding features such as virtual agents, along with shutting down old inboxes and manual tools, DISER has reaped the rewards that there is almost total adoption in a large workforce, delivering significant efficiency gains across multiple teams and functions. ”
DISER started launching ServiceNow in June last year. The first phase was completed in August 2021, covering ServiceNow ITSM, IT Asset Management, and ServiceNow Configuration Management Database (CMDB).
The second phase of the project covers service management for other corporate functions and was completed in December 2021 as the department’s portal went live.
BT Automation managing director Mike Bennet added that the company’s long history of partnering with government means it has a deep understanding of public sector requirements, which is essential to completing such extensive and rapid implementation.
“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,” Bennet said.
The ServiceNow Protected Platform is powered by Microsoft Azure and developed 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 kept in the country, and all Australia-based support services and staff.
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 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 of 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.
DISER general manager of ICT operations Steve Stirling said ServiceNow is used for multiple 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.
In March, the DISER portal recorded 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.
“As a result of this go-live, DISER will greatly improve the experience of its employees so that staff can focus on what matters: improving outcomes for citizens,” said the vice president and managing director. of ServiceNow A/NZ Eric Swift.
“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 a range of regulated industries for ServiceNow. Protected Platform.
“In our work with Australia’s more than 100 state and federal agencies, we see that they are faced with growing requests to deliver more for less, while needing to adapt to increasing security and data sovereignty obligations. ”
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Tags DeloitteServiceNowBT AutomationDepartment of Industry Science Energy and Resources