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Session Code: BRE0410
Presenter(s): Josh
Company(s): New York State Office of the State Comptroller
Abstract:
The New York State Comptroller is the state’s chief fiscal officer who ensures that state and local governments use taxpayer money effectively and efficiently to promote the common good. Requests for IT services can end up in a “black hole” or passed around due to missing information that can result in delay of critical services. The ability to submit requests with the required information and the ability to view the status of requests are key to timely delivery of IT solutions. In 2014, the comptroller’s office deployed ServiceNow to help streamline service delivery and to provide a higher level transparency between the IT group and customers. In this session, the NYS Comptroller’s Office will share how they have improved communication by developing/launching a Self-Service Portal solution with streamlined IT requests and access to request information to determine status.
Attendees will learn about:
- Measuring user satisfaction and adoption
- Leveraging workflow capabilities to improve delivery speed
- Training the IT workforce
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