Following months of preparation, the Ministry of Justice of Saudi Arabia has conducted service on its new technology platform for service management.
Founded in 1970, the Ministry of Justice oversees the administration of Saudi Arabia’s judicial system and the legal environment (derived from Islamic law) throughout the Kingdom.
As part of its long -term strategy (in line with Saudi’s National Transformation Program), the government agency is investing heavily in its digital capabilities. Emphasizing the ambition of the Ministry, by the end of this year, the ministry aims to provide more than 80 per cent of its services electronically.
One of the strategic internal initiatives is the implementation of a new blueprint and system for service management processes. Powered by the ServiceNow technology stack, the new approach improves the performance of the support ecosystem within the ministry, which includes IT improvement, technical support, and managed services.
In collaboration with consultants and technology experts from Devoteam and ServiceNow, the project team tasked with the transition first set out to collect all the ‘business requirements’, then prioritized them (including a benchmark against in best practice) and placed in a blueprint.
With the scope and roadmap clear, the project team developed and configured the system, and conducted a gap assessment for stakeholders in the processes, systems, and management. When the green light was received for the system’s launch, and end-users were trained in new ways of working, the platform formally (and seamlessly) went live in mid-December.
Commenting on the go-live, Emad Mustafa, a Director at Devoteam, said: “A big congratulations to the brilliant team including experts from the ministry, our strategic partner ServiceNow and of course our own engagement team at the big this success. “
Devoteam is still with the ministry supporting its broader digital transformation agenda, Mustafa added, “We are extremely proud of our strategic partnership with the Ministry of Justice and we look forward to continuing to support them on their amazing journey in digital transformation. “