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Session Code: BRE0715
Presenter(s): Jennifer, Cheryl, David
Company(s): Department of Information Resources, State of Texas, CapGemini, Capgemini
Abstract:
The State of Texas has a clear vision of how it wants to deliver its services and is driving IT services to make interacting with the government easier. In 2018, the Department of Information Resources (DIR) transformed its operating model to a Shared Technology Services (STS) hub for more than 100 state agencies and local government constituencies.
As part of this transformation, DIR implemented ServiceNow to help digitize its business processes. A portfolio of legacy applications (Remedy, Clarity, SharePoint, DigitalFuel) were replaced with ServiceNow for ITSM, PPM, Operational Intelligence, Documents Management, Contract Management, APM, and Self-Service Portal. DIR also built custom apps on ServiceNow platform that allowed for automation of business processes for invoice validation, CSAT assessments, communications and digital governance, and process compliance management. Finally, DIR deployed Performance Analytics and Reporting capabilities acting as the Operational Intelligence hub for the entire STS ecosystem.
The program was completed within six months and resulted in the successful adoption of deployed functionalities along with 83% overall customer satisfaction. DIR continues pushes to further automate its existing business processes and cloud technologies. Join this session to hear their story.
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