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Editor's Pick (1 - 4 of 8)
Servicenow Digitized Auckland Council
By Mark Denvir, Director of ICT, Auckland Council
-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.