The New South Wales Department of Customer Service plans to use ServiceNow as the “single front door” for corporate services after expanding its use of ServiceNow tools last year.
As part of a broader plan to “reimagine” itself, the central agency recently embarked on a 12-month transformation aimed at improving its corporate service delivery model.
It was decided last year to adopt ServiceNow throughout the DCS cluster for “IT and financial, human resources, payroll and ERP services provided by business process outsourcing (BPO) partners.”
According to a tender request issued earlier this month, ServiceNow was previously only used by one business unit within the department.
The IT Service Management (ITSM) module is now used for “all ICT events and service requests across the cluster”, and the “HR Service Delivery (HRSD) module is used for transactional HR and financial requests.”
The IT Operation Management (ITOM) module has also been implemented, but it is still “improving.”
After the initial expansion, DCS stated that it is now seeking to “extend the use of ServiceNow to more transaction and consulting services in enterprise services.”
To this end, DCS calls on its partners and unnamed consulting partners in the next 9 to 12 months to provide “a simple and intuitive customer-centric solution to support the…transition”.
DCS envisions that ServiceNow will become “the single front door for employees to access corporate services” and facilitate processes such as onboarding and purchasing “across multiple systems.”
“The goal is to allow employees to self-service where possible, and to use digitization and automation where feasible,” the tender document stated.
This means that ServiceNow may need to be integrated with a range of applications, including SAP’s ERP central component (ECC), business warehouse (BW) and Fieldglass.
Other integrations on the card include Cornerstone, SailPoint, Microsoft SharePoint, Squiz, and Signavio.
Expanding the use of ServiceNow is also expected to improve “the way business service personnel work, automate manual tasks where possible and improve outdated and awkward processes.”
DCS hopes to sign the contract by December 2021 and gradually add resources by January 2022.
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