Servicenow Digitized Auckland Council

By Mark Denvir, Director of ICT, Auckland Council

Mark Denvir, Director of ICT, Auckland Council

Service Now was implemented to Auckland Council in 2016. Since then, we have continued to see an exponential increase in our workplace productivity, with streamlined efficiencies and task completion, providing an accelerated delivery of services. This sees a significant cost reduction to the business, whilst continuing to develop our customer’s experience.

The recent advancements in Service Now provide us with the opportunity to make ongoing enhancements to develop our platform. We are currently in the process of onboarding Regional Facilities Auckland (RFA), co-designing solutions to suit the RFA users. Having seen the quality of service that can be obtained at a very low cost, RFA receive the efficiencies of a large scale organization providing support to their business.

This realization of the value of service integration and information across the business is a significant step for Auckland Council. Consequently, RFA will receive improved reporting and data analytics whilst also improving their user experience with their IT department, on a day to day basis.

“Service Now will be a huge improvement to our user experience. It will provide a comprehensive self-service portal offering an easier way to raise requests and incidents with automated workflows, to result in increased efficiencies and process flow.”

-Louise Gardiner, General Manager Information Services, Regional Facilities Auckland.

Automated workflows and efficiencies are only a part of the boundless opportunities, that are available through the Service now advancements. The simplicity in reporting and depth of data is taking our business intelligence to an optimized level never seen before at Auckland Council.

The next platform advance we will implement is New York. This will provide us the opportunity to take our users to an entirely mobile way of working, with any device, anywhere.

Implementation of the mobile platform as a brand-new functionality by Service Now will be available as an app on our users' phones. Our field workers, such as restaurant health inspectors, will be enabled to do their job on location, logging data instantly.

This will provide a significant impact to the business and accelerate Auckland Councils delivery of services to our ratepayers and residents. Escalating time to complete tasks through leveraging our technology will see an optimized user and customer experience – an incredibly exciting prospect considering this is in the very near future.

This new advancement opens a world of opportunities for us to implement further capabilities with this mobile functionality. Providing our users with immediate access to our technology and systems will increase and optimize our services making processes faster to deliver, with our customers enabled access to information, instantly.

A core focus on customer-centered design is a key aspect to the success of our ICT self-service portal, implemented through Service Now. This portal enables our people instant access to catalogue information, our service desk, and immediate troubleshooting. Consequently, we have seen significant reduction in user frustration and optimized levels of productivity across the business.

The next few months will see an escalation of improvements and business process change for our customers and staff, as we leverage off the Service Now advancements. This is an exciting time for the business and through the implementation of Service Now, we are more effective and efficient, with the groundwork now in place for future business opportunities in our shared services space.