Solutions

  • Products
  • Use Cases
  • Industries
  • EBOOK
  • 3 strategies for innovation
  • Learn how to transform your customer experience with artificial intelligence.
  • EBOOK
  • 5 steps to transformation
  • A proactive, connected client experience is essential for financial services.

Platform

  • REPORT
  • Gartner names ServiceNow a leader
  • 2018 Magic Quadrant for Enterprise High-Productivity Application PaaS.

Customers

  • CUSTOMER SUCCESS
  • We need champions!
  • Use our tools and resources to more effectively advocate for ServiceNow in your organization.

Explore

Washington State Department of Health slashes IT service delivery times in half

50%

Reduction in service delivery time

600

Service improvements in one year

90%

Customer satisfaction

The Washington State Department of Health (DOH) protects and improves the health of people in Washington State. DOH’s IT team launched a far‑reaching transformation program, moving to what it refers to as an IT‑as‑a‑Service model. However, DOH faced a major challenge, it didn’t have the service delivery platform it needed to succeed.

Driving continuous service improvement in IT and beyond

Washington State’s DOH offers programs to help prevent illness and injury as well as ones to promote healthy place to live and work
The Washington State Department of Health (DOH) protects and improves the health of people in Washington State. Its programs help to prevent illness and injury, promote healthy places to live and work, aid people in making good health decisions, and ensure that the state is prepared for emergencies. The department administers a budget of $1.2 billion, 66% of which is invested in the community through other organizations.

Areas that the DOH is active in include drinking water, food safety and radiation protection, rural health, public health laboratories, communicable disease control, health professional credentialing, emergency preparedness and response, and women, infants, and children nutrition.

DOH’s IT team wants to make IT easy to use, transparent, and cost-effective and thereby strengthen the department’s efforts to serve Washington State citizens
All of these areas depend on information technology. The department’s IT team is committed to providing responsive support for its customers, delivering the services that other teams need to execute the department’s mission effectively. That’s why the IT team launched a far-reaching transformation program, moving to what it refers to as an IT-as-a-Service model.

According to DOH’s Enterprise System Support Supervisor Amy Wilson, “We wanted to run IT as a business, creating products and services that are tailored to meet our customers’ needs. With IT-as-a-Service, customers choose services from a catalog of service offerings and only pay for what they use. Our goal is to make IT easy to use, transparent, and cost-effective–strengthening the department’s efforts to serve the people of Washington State.”

With ServiceNow, the DOH is unlocking the potential of IT-as-a-Service and retiring various request systems used in more than 20 different programs and services
However, DOH faced a major challenge. While it was committed to IT-as-a-Service, it didn’t have the service delivery platform it needed to succeed. Amy says, “We were struggling with multiple ticketing systems. In some cases, we didn’t have a ticketing system at all–just an email inbox for requests. There wasn’t one place to go for IT services, and our customers were dissatisfied because these systems were so cumbersome to use. And, because everything was disconnected, we couldn’t provide cost transparency, and we didn’t have the end-to-end visibility we needed to drive continual service improvement.”

To lay the foundation for success, DOH decided to partner with ServiceNow. The department went live with an initial ServiceNow® IT Service Management solution that included incident, asset, configuration, change, request, and knowledge management—allowing it to retire various request systems used in more than 20 different programs and services.

Washington State Department of Health
CUSTOMER
Washington State Department of Health
HEADQUARTERS
Tumwater, Washington, USA
INDUSTRY
Government

By leveraging ServiceNow and our CSI process, we are constantly improving service delivery. That is helping the Department of Health to execute its core mission of protecting and improving the health of the people of Washington State.

Tiffany Escott

Service Improvement Owner

Amy says, “We started with 25 request workflows across IT, facilities, and HR. Bringing on facilities and HR as business partners was a top priority since services such as employee onboarding and workspace moves don’t just involve IT. To deliver seamless service, you need to coordinate activities across the organization.”

“We saw immediate results. Incident management in particular was a huge success with our end users. And, we could finally measure our service delivery. Before, we had no easy way to track metrics, which made continuous improvement almost impossible.”

Created with Sketch.
Examples of DOH workflows in ServiceNow

Effective platform governance drives continuous improvement, delivering better business outcomes, an increased responsiveness, reduced costs, and higher customer satisfaction
Armed with this visibility, DOH’s IT team tackled the next phase of its IT-as-a-Service journey. It established a continuous service improvement (CSI) program to operationalize ongoing service improvement within a well-defined enterprise systems governance framework.

Tiffany Escott, DOH’s continuous service improvement owner, explains, “We needed a process to prioritize service delivery improvements so that we could align our efforts with our organization’s mission and goals. This would allow us to deliver better business outcomes, increase responsiveness, reduce costs, and increase customer satisfaction. Again, this is where ServiceNow helped. We were able to take existing processes from the ServiceNow® Champion Enablement site and adapt them to meet our needs.”

“However, that process couldn’t exist in a vacuum. To ensure ongoing leadership support, we needed an enterprise systems governance model that would drive our vision, help our leadership to understand key decisions, and establish clear roles and responsibilities. So, we built a structured framework to do this.”

“The foundation of this model is our service owners and customers, who help us to identify and prioritize improvement opportunities. These then go to our steering committee, which is made up of agency leaders who represent the interests and concerns of their divisions and constituents. The steering committee evaluates these opportunities against our strategy and roadmap, providing recommendations to our top-level IT Governance Group for validation and approval. The enterprise release management team then carries out a technical assessment and suggests possible solutions based on ServiceNow and ITIL best practices, with the IT solutions team providing oversight for standards and compliance with enterprise architecture.”

Created with Sketch.
Enterprise System Governance Framework

DOH made nearly 600 improvements, service delivery100% faster, and pushed customer satisfaction to 90%
Using this model, DOH made nearly 600 improvements to its ServiceNow deployment within the first year–everything from minor changes through to complete new services. “We’ve been incredibly successful improving services for our customers and fulfillers. We now have more than 90 service request workflows, more than three times our initial 25. We’ve slashed our average service delivery times by 50% from six days to three days, and we’ve now got 66% adoption for our self-service portal. And, even more important, customer satisfaction has risen from 77% to 90%,” says Amy.

DOH plans to extend ServiceNow across the organization to manage and track grants and contracts with federal, public, and private entities
Looking forward, DOH will continue to drive new IT service improvements with CSI. Developing custom applications is also high on its agenda, using the benefits of its “IT-as-a-Service” model across the entire organization. For example, it plans to use ServiceNow to manage and track grants and contracts with federal, public, and private entities.

Tiffany sums it up, “By leveraging ServiceNow and our CSI process, we are constantly improving service delivery. That is helping the Department of Health to execute its core mission of protecting and improving the health of the people of Washington State. As we expand our service-centric approach beyond IT, we expect these benefits to accelerate.”    

ServiceNow IT Service Management

Explore the solution that helped Washington’s DOH slashes IT service delivery times by 50%

More stories

CASE STUDY

Not just any portal in a storm

CHRISTUS Health uses ServiceNow to help employees just hours after Hurricane Harvey

CASE STUDY

Delivering responsive services beyond IT

New York City Health uses an ITSM to streamline service requests

CASE STUDY

Agency slashes inquiry resolution times by 70%

Tennessee DHS chose ServiceNow to transform how it serves Tennesseans

Get started with ServiceNow

Ready to become a success story?

Thank You

Thank you for submitting your request. A ServiceNow representative will be in contact within 48 hours.

form close button

Contact Us

I would like to hear about upcoming events, products and services from ServiceNow. I understand I can unsubscribe any time.

  • By submitting this form, I confirm that I have read and agree to the Privacy Statement.