Strengthen agility-authoritative mirror

As the current crisis has shown, digital workflows are the foundation of the national and administrative capacity for action. If these measures are missing or implemented in a basic or ineffective manner, problems will arise. Schools and health systems currently provide different examples. With its platform, ServiceNow focuses on digital workflows and hopes to provide more services to customers in the field of public management in the future. Authorities Spiegel talked with German boss Detlef Krause and Public boss Stefan Fischer about the company’s offer and strategy for the public sector. The interview was moderated by Guido Gehre.

Authorities mirror: Mr. Krause, for those who shouldn’t know this company yet, what does ServiceNow offer its customers?

Klaus: I hope that many readers are already familiar with ServiceNow. Our basic goal is to make work easier. To this end, we have created a digital workflow to provide a first-class customer and employee experience. For example, if employees encounter legal issues in human resources, IT, or work, our workflow can provide solutions internally. Therefore, we are strengthening agility, resilience and performance. Almost 7,000 organizations worldwide trust ServiceNow. We believe that through our solutions, we can make our customers the best preparation for the challenges of the future and the world of work in the future. An example of this is that at the beginning of the pandemic, we developed the so-called Safe Workplace Kit. With this app, the company is able to safely return to work after the first lockout, thus taking the health of the employees into consideration.

Authorities mirror: Which industries do you use this product portfolio to solve?

Klaus: Basically, we are involved in all industries. We are vertical and focus on individual industries, but the overall product portfolio provides suitable solutions for each industry.

Authorities mirror: What role does business with the public sector play in your company?

Klaus: In the past few quarters, we have completed ServiceNow International’s largest project in the public sector.

Systems with older technologies are undoubtedly one of the main obstacles in the public sector today. We believe that the increasing amount of data, the increasing number of hacker attacks, and the high demands and expectations of citizens are also driving digital transformation. They want processes in public administration, as we are used to in other areas of life. Integrated cloud solutions help successfully shape digital transformation while taking advantage of savings potential.

In this context, we are currently investing heavily in the public sector, resources and team building. Through Stefan Fischer, we have acquired a manager with extensive experience in the public sector. His team has recently grown by 300%. This shows the importance of this field to us, and we will continue to expand our presence in the future.

Authorities mirror: Mr. Fischer, which areas of the public sector are your quotations specifically focused on? Can it be narrowed down?

Fisher: No, because our situation is that all areas of the public sector are pushing digital forward.

Talk about IT integration at the federal level, and at the federal states and municipalities, it is the subject of online access law and general management modernization. In the police 2020 plan, the course will be gradually implemented in the next few months. Through the “Hospital Future Act” and its financing, hospitals are called on to promote a closer service provider network and better patient contact. If you take the social economy again, we are waiting for the Digital Supply and Care Modernization Act to make life and work easier for caregivers, caregivers and their relatives through digital services in the middle of this year. Universities, research institutions, churches-we see demand from all directions.

Together with our partners, we can contribute to solutions in all these areas.

Authorities mirror: Can you name one or two specific current offers that ServiceNow is currently active in the public sector in the country?

Fisher: You’re welcome. When it comes to IT integration at the federal and state levels, z. B. Our IT product portfolio has many starting points. It starts with IT services and IT operations management. We have standardized and automated processes related to IT. Then expand to software asset management to achieve transparency and compliance of software inventory. We provide tools for comprehensive project management or enabling risk monitoring, such as B. Cooperation with important IT infrastructure suppliers.

The need for standards is particularly evident in the current pandemic. The “all-in-one” principle within the OZG implementation framework also clearly points out the direction of the unified IT architecture of the platform and basic components. This closes the loop of ServiceNow. We can provide a large number of services quickly and transparently map the interaction between citizens and the administration. We use proven professional programs and new applications. With its customer service management, App Engine, and technology platform for integration, workflow, and automation, ServiceNow has finally built a bridge between management and citizens. This allows us to support the implementation of projects of different maturity levels at the federal, state, and municipal levels. Our vaccination management solution in Germany shows that we can provide citizens with a simple and transparent process, integrate existing professional procedures and registrations, and ultimately provide an overall process chain. We can do this quickly, effectively and very pragmatically.