This is why the city chose the Now Platform to get the work done.
Demonstrating progress and creating momentum
Using ServiceNow HR Service Delivery, the city has succeeded in creating a platform that supports ongoing business efficiency. It has proved reliable and flexible. The platform has been embraced by a broad spectrum of users, including managers, trade organizations, and blue-collar workers—many of whom are not regular IT users. It has helped the legal department manage GDPR compliance and the finance team streamline credit card payments.
The Now Platform is considered a core system within the organization. It covers most administrative areas in the shared service center of the city and handles more than 1 million cases each year.
The impact has been huge. IT operational costs are down 30%, saving over €500,000 per year. The city expects an additional 30-50% reduction in resource demands over the next five years. The city has saved €1 million through increased productivity and efficiency in case resolution with the system. The project, which cost €4 million, is expected to have repaid itself within four years.
Susanne says the true impact is the way the Now Platform has been embraced by users, “We’re able to make regular small changes or improvements. It is really easy to develop. We’re deploying new features in production every two weeks. That kind of ongoing development creates momentum, demonstrates progress, and wins converts. We can prove we’re moving the business forward.”
Taking a hands-on approach to development
Susanne’s department is now working with the organization to find new automation projects. The more users see that automation can help them, the faster the word spreads and the more opportunities are revealed.
“We can’t be an expert on every process,” says Susanne. “We rely on the business accepting what we’re doing and approaching us. We tend to find success where there are complaints or stress around existing processes.”
The city is also developing a tool to help spot process glitches. “We plan to mine system logs to see if there are any patterns we can address,” explains Susanne.
Having an inhouse team of developers has made a huge impact. The team is expected to generate savings of €100,000 a year, reducing the need to hire third parties for every change they want to make in the system, but it also signals the city’s commitment to taking a hands-on approach to automation.
“We’re looking at onboarding and mobile as the next big opportunities. They’re both areas that can make a huge statement as to the type of organization we want to be,” says Susanne. “Working with ServiceNow, we have access to a community where we can share ideas and learn from others.”