DEFRA adjusts to challenges across UK government bodies
 
Multiple agency bodies
1
Central enterprise tool
 
Many differing needs across departments

 

Protecting citizens through automation
The UK’s Department for Environment, Food & Rural Affairs (DEFRA) affects people’s lives, food, water and air through a number of different bodies. Bringing them together through a single service was a challenge, especially since DEFRA’s work is often reactive and requires flexibility and scalability during emergencies such as flooding.

This is why DEFRA relied on ServiceNow to unify services across multiple agency bodies, deliver the same level of service to all users and develop a more flexible, scalable support solution. It created a central enterprise tool around IT Service Management and Customer Service Management. It now boasts a single platform for key business functions, supporting staff and citizens alike and ensuring greater user experience and increased efficiency.

“The ServiceNow platform gives us the flexibility to be able to adjust to the challenges that we face across UK government”, says Gary Kinsella, Head of End-User Support at DEFRA. “ServiceNow is a key enterprise tool within DEFRA, enabling not just the IT capabilities but also other parts of the business to be able to work smarter and more effectively”.

The ServiceNow platform gives us the flexibility to be able to adjust to the challenges that we face across UK government. Gary Kinsella Head of End-User Support
Share this story Products Customer Service Management HR Service Delivery IT Service Management Customer Details Customer
DEFRA
Headquarters
London, United Kingdom
Industry
Government
Employees
30,000
HR Service Delivery
Explore the solution that helped DEFRA adjust to challenges
View Demo
Get started with ServiceNow
Ready to become a success story?
Let's Chat
Recommended Stories View All Stories Ensuring continuity nationwide
DEFRA reduces agent call times by 50%
Read Story
Embracing innovation
Xerox transforms customer service delivery
Read Story
Powering discovery and innovation
Argonne creates a frictionless service experience
Read Story