Raleigh was determined to take advantage of ServiceNow’s vast capabilities to solve workflow problems citywide
“Starting out, we were looking for an IT service management tool, but we realized this platform can be the base for so many things,” Spencer says. “We’re starting to reap those benefits across the board by using ServiceNow as the single platform for many services.”
In addition to managing IT services, departments leverage the platform to streamline other work processes. After the IT team used ServiceNow® Discovery and ServiceNow® Configuration Management Database to create a single source of truth into the city’s IT infrastructure, the Police Department implemented the CMDB to manage its devices, including mobile phones.
The Parks, Recreation, and Culture Resources Department (Parks & Rec) used the employee service portal to add a catalog for marketing requests, social media, and campaigns. For all Parks & Rec events, employees request marketing support in the service portal, and the marketing team tracks progress within ServiceNow.
Like the IT team, the marketing team reports that partnerships with its customers have strengthened as a result of the new transparency and responsiveness enabled by the Now Platform.
Beyond organizational-level uses, ServiceNow has become a personal productivity tool throughout the city. Beth says, “People are using it to track their tasks and manage their individual and their team work, which says a lot about how they want to be in the platform.”
Departments across the city increase collaboration and build stronger connections
“Sometimes information and requests would fall into the deep chasms that existed between departments and never make their way out,” Beth says. “With ServiceNow, we’ve gotten rid of that. There’s a lot more communication, and it’s easier to see what actions people have taken on a service request or project.”
Spencer agrees: “With ServiceNow, we’ve broken down silos, not only within the IT Department, but across all the other groups we work with. Now we’re really collaborating more.”
After its internal successes, Raleigh is now focusing on using the Now Platform for citizen services
Using ServiceNow, the Communications Department created a new automated and streamlined workflow for managing public record requests.
The city typically gets 800 public records requests per year. Previously, the process produced a lot of frustration for citizens and Communications staff responsible for fulfilling those requests. There was limited visibility into whether multiple citizens were making similar requests, or whether a request went to multiple departments. This resulted in duplicative work and inconsistent responses to citizens.
The team estimates this new workflow, which includes an online form to submit requests rather than having to email, phone, or fax in the request, will save 200 hours per year and reduce the amount of time staff spends processing public records requests by 50%—freeing up extra employee time to focus on more impactful service delivery for citizens.
“ServiceNow provided the ability for reporting and analytics on requests to better manage the process,” Spencer says.
Raleigh will leverage ServiceNow reporting and analytics capabilities to get further insight to streamline the process, including self-service for requested data.
Raleigh will continue to depend on ServiceNow to address business needs
Spencer estimates the transition to ServiceNow is saving the city an estimated $315,000 a year from eliminating IT service management platforms and extra licensing agreements and time saved dealing with the previous service-desk solution. Getting rid of the previous project-management tool and moving to the ServiceNow® Project Management module saved another $50,000.
As the city continues its growth, ServiceNow will grow with it, says Raleigh’s Chief Information Officer, Darnell Smith.
“ServiceNow is a foundational product for the city of Raleigh,” he says. “As new business needs arise, it is one of the first products we assess for developing a solution. Its feature-rich offerings allowed us to rapidly deploy solutions on a single enterprise platform. We will continue to deploy additional functionality over the coming years to provide even more efficiency gains for the city.”