Does using custom-made or legacy applications, or even handwritten documents sound familiar?
You’re definitely not alone. After years of speaking with state, local and education agencies at these National events we’ve been able to uncover many opportunities with them. The most noted is that many of these agencies are still using disparate systems bogging down their citizen experience as well as slow-moving internal processes.
Starting the Conversation
Regardless of the systems these agencies are currently using, many of them have common problems that Cask can help them solve. We’ve most notably solved these challenges with our state and local customers by taking the first step in their digital transformation journey with implementing ServiceNow.
The ServiceNow platform offers the ability to scan vendors, rate their capabilities and past performance — all the things you’d normally have to do manually or search through paper documents to locate or undertake a laborious… Click To TweetMany government agencies confide in us that they have difficulties managing vendors.
There are a wide variety of vendors at these Digital Government Summits (DGS), which makes it a good opportunity for the people who work for state and local agencies to learn from one another. Many come to learn what’s new in the field or attend to participate in speaking sessions.
Hot DGS Topics
Among the common themes discussed at the DGS, Risk and Security are among the hottest issues. Obviously everybody always wants to be more secure.
Another common theme is the emergence of customer-facing or citizen-facing portals that serve to help residents. Such portals allow citizens who have a problem to directly contact the correct city departments that they need to get help.
However, we understand many cities are not yet ready for such a portal because of the way purchasing is handled at a state and local government level. Municipalities are currently exploring ways to create a customer or citizen-facing portal that can come online and provide assistance directly to people who need it. Cities everywhere want to create that capability while also increasing their cybersecurity.
What Comes After the Ticketing System
Cities also want to automate and streamline the distribution of state and local benefits. But most people in state and local government start off by asking about a ticketing system because that’s their point of reference—they haven’t been exposed to the concept of it being the full IT interface.
A ticketing system is normally just for responding to complaints and comments. But little do they know that with ServiceNow, such a “ticketing system” could really be the backbone for their entire organization. It’s the self-service aspect that makes it simpler and quicker for everybody.
At Cask, we’re working on changing the focus away from ticketing to help people understand what’s next—and that would be digital transformation. The challenge is to introduce the concept in such a way that it no longer sounds intimidating but becomes clear and compelling.
Talk to your Cask advisor and find out how we can help your organization transform to meet future challenges and prepare for growth.
At Cask, we’re continually looking for new ways to help businesses get the most out of their ServiceNow investment. By keeping the focus on people, and how processes and technology can help meet their needs, we can improve the experience for customers and employees alike.
