Prior to implementing ServiceNow through the ServiceNow Partners for Good Grant, 81 employees of JEVS Human Services (JEVS) managed more than 18,000 incidents and cases across eight programs and divisions serving internal and external clients. More than 7,200 inquiries involved external clients, and the organization received an average of over 40 inquiries per day, 65% from external clients. Within less than a year of using ServiceNow, nearly 98% of inquiries were resolved or closed, with the highest single-day volume reaching 300.
Servicing 1,800 individuals across two dozen programs
JEVS provides comprehensive employment, training, and support services to over 18,000 individuals annually across over two dozen programs in the Philadelphia region and beyond. From career development and job placement to in-home support services for seniors and individuals with disabilities, JEVS serves vulnerable populations with dignity and expertise. With programs spanning workforce development, healthcare, and social services, the organization depends on systems that can scale alongside its mission.
Growing faster than system could handle
For four years, JEVS relied on a ticketing system that lacked the depth and flexibility the organization needed as it scaled. Each program operated with its own workflows and workarounds, making it nearly impossible to get a unified view of how cases and incidents moved through the organization.
In 2024, the organization experienced significant growth in terms of the clients it was able to reach—including more youth entering Career Connected Learning, seniors accessing in-home support services, and individuals with disabilities seeking comprehensive care. With grant funding in hand, JEVS made the decision to implement ServiceNow IT Service Management and case management to support these expanding programs. The implementation began in November 2024 with a clear goal: build a unified, centralized system of record that could serve youth employment services, senior services, disability support, and other programs across the organization while meeting compliance requirements and integrating with JEVS's data warehouse.
Building one unified system while keeping humans in the loop
ServiceNow offered JEVS flexibility to build ticketing workflows around real program needs, integrated case management capabilities, and the ability to unify data across a sprawling organization. The implementation prioritized human-in-the-loop workflows from the start, especially for sensitive use cases requiring careful management of personally identifiable information (PII) such as social security numbers and government IDs. The team trained 24 users across five departments, and each trainee underwent two hours of training.
JEVS also leveraged ServiceNow University to train staff on the platform, moving beyond simple end-user training to develop four ServiceNow practitioners who could support basic ongoing configuration and optimization. Pro bono support from ServiceNow's Skilled Volunteering Program further strengthened the team's ability to sustain and evolve the platform.
Freeing staff to serve the community while automating 75% of routine work and strengthening compliance
Ticketing is now more efficient, keeping accountability on the fulfillment agent side and ensuring end-user satisfaction. Although JEVS staff pride themselves on being very responsive to all end-users, the ease of use from the fulfillment side for ServiceNow agents has assisted in productivity. Beyond operational speed, JEVS gained the compliance-grade record keeping and audit trails it needed to meet regulatory requirements.
In some programs, a lean team of just 1.5 resources is now handling up to 300 inquiries per day, averaging about 30 per week, compared to lower daily volumes under the old system. Before ServiceNow, the team managed 30% of cases manually, which meant delays and possible errors. Now, 75% of routine cases are handled through automation while human staff focus on the complex cases that require judgment and empathy.
In terms of responsiveness to JEVS clients, the impact has been significant. Ticket responses have become quicker with template responses, and programs are able to successfully track thousands of prospective clients through the application and onboarding process. Unaddressed tickets have dropped from 40% to 10%.
The system has created a centralized place for numerous programs without a unified system of record to integrate with JEVS's broader data warehouse, unlocking insights across the organization.
Scaling support with AI and self-service portals
JEVS is mapping out the next phase of expansion. An upcoming integration with a partner organization will extend ServiceNow ticketing. This will allow more than 250 new employees to ask questions and access resources through a self-service portal - further multiplying the platform's impact beyond internal operations.
On the roadmap: expanding external case management beyond the current two programs to two additional externally facing programs, opening new queues for other departments such as Human Resources, and exploring AI agents to handle persistent, low-priority incidents that don't carry regulatory restrictions.