How Tennessee DHS is modernizing government service and culture through technology

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Session Code: BRE1257

Presenter(s): Landon

Company(s): Tennessee Department of Human Services

Abstract:

In an era of customer-driven corporations and ever-increasing consumer expectations, an organization's ability to adapt is often more important than adaptation itself. Government is rarely perceived as a modernized or service-driven industry, but that perception's gradually changing. More federal, state, and local agencies are embracing technology and attempting modernization, but not all succeed. Following 18 months of tremendous victories, lessons learned, and scars earned, the Tennessee Department of Human Services' ongoing ServiceNow implementation is expanding rapidly. Their keys to successful implementation are fourfold: keep customers engaged; learn your agency's culture to maximize adoption rates; leverage your technology in all aspects of business process re-engineering; and begin change management immediately from within.

Change is hard. But as an organization that serves millions in need, the Tennessee DHS is making that statement irrelevant. Change is required; and when implemented successfully, change is incredible. Join us to learn how they changed from within.