Modernizing IT Operations In Europe’s Government Sector With ServiceNow
About Client
A regional government agency in Europe managing public transportation wanted to improve service efficiency, make their workflows smooth, and enhance compliance. Their outdated IT infrastructure hindered maintenance tracking and delayed citizen complaint resolutions.
Problem Statement
The government agency had several pain points across its multiple legacy systems. They have approached Aegis SoftTech for a robust IT solution to resolve the issues. They stated:
"Our systems are outdated and disconnected, making it difficult to manage service requests. We face delays, inefficiencies, and compliance risks that hurt citizen trust. We need a unified, scalable solution to streamline processes and ensure data protection."
Objectives
- Consolidate IT services onto a unified platform.
- Automate repetitive tasks to reduce delays.
- Enhance visibility into workflows for better decision-making.
- Achieve compliance with GDPR and cybersecurity standards.
Solutions Offered
Aegis Softtech chose ServiceNow implementation after a thorough assessment to address the company’s operational challenges.
Tech Stack Used
- ServiceNow ITSM,
- Flow Designer,
- Integration Hub,
- Performance Analytics,
- Security Operations (SecOps).
Development Process
- Conducted stakeholder interviews to map current workflows and identify bottlenecks.
- Designed and developed custom workflows tailored to departmental needs.
- Automated routine tasks like incident and request management.
- Deployed an intuitive self-service portal with multilingual support.
- Implemented real-time analytics dashboards for actionable insights.
- Ensured GDPR compliance through encryption and audit trails.
- Delivered training sessions to ensure user adoption.
Outcomes
- 40% faster service request resolution e.g., maintenance tasks reduced from 10 days to 6 days.
- 30% higher citizen satisfaction due to a user-friendly portal and improved response times.
- 100% compliance with GDPR, verified through regular audits.
- 25% cost savings, achieved by eliminating redundant systems.
Future Implications
- Scalable workflows for future digital initiatives.
- Long-term plans to maintain compliance and manage risks.
Conclusions
Aegis SoftTech has successfully implemented ServiceNow to revamp the IT operations of the government agency, making services faster, more efficient, and more reliable. This success showcases that our IT solutions could truly improve public services and enhance citizen satisfaction.
