G2C Series - The shift to G2B

[Robert Maxwell]

This is the fourth article in in a series that will detail lived experiences of how ServiceNow has helped improve government agility in a time of digital upheaval and forced evolution.

The previous articles are available at: 1/4, 2/4 and 3/4

This article will describe how the building blocks of G2C services enabled the step into ServiceNow hosted G2B services.

Part of the agency's remit to facilitate the continued reopening of the international border following, hopefully, the worst of the pandemic, there was now the requirement to extend upon the work already done on this growing ServiceNow deployment providing citizen services to now enable services to be offered to business and industry, specifically in this case, the cruise ship industry.

This would involve significantly more complexity around aspects of data collection, request processing, integrations, reporting and data warehousing requirements, and the overall workflow of the application. The number of internal and interagency approvals alone would make a change enablement manager flinch! This is where the platform would now get its chance to really shine within the customer landscape.

Apart from purely just (a lot) more fields on the record producers, the end user interface changed little from all previous portals delivered. The noticeable differences in user experience were around UI Builder and configurable workspaces so the agents processing requests could be provided with as much context as possible to ease their workload as the cruise ship industry regathers its pre-pandemic pace. The requirement to further strengthen the security measures in place for particular outbound application integrations also led to the decision to request the deployment of a VPN service from the ServiceNow instance into the agency on-premise systems, and with this now in place the overall security posture of the platform has been further reinforced for future work to follow on from. Even the requirement to provide customers with self-managed organisational user accounts was effortlessly handled by the out-of-the-box CSM roles functionality.

This is the conclusion of this article series, for now.

I have also produced other government focussed ServiceNow use case content within the community, just click on my profile for links to access it.