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As the end of 2022 approaches and economic policy continues to evolve, public sector organisations are thinking about how to prepare themselves for the coming financial year and how to prioritise FY23 budgets. With the changing landscape impacting both home and work, departments, agencies and authorities are deciding how to make best use of the funds available to them.
Unifii have spent nearly a decade delivering ServiceNow into public sector organisations. With this in mind, we wanted to revisit five that we’ve worked with, and the different ways we helped them use ServiceNow to transform their operations.
Keep reading to see how investing in ServiceNow could be a smart use of your remaining budget, and will give you an exceptional head start for next year.
Met Office
The Met Office operates over 600 sites across the UK and overseas, from which observations are gathered using a variety of instruments. These range from complex radars to more simple temperature sensors, and the critical nature of the data means that each instrument is subject to rigorous maintenance schedules to ensure everything remains within required calibration limits. It’s also essential that any detected incidents are dealt with swiftly to minimise downtime. The wind data used by Air Traffic Control at an RAF base, for example, has to be available at all times.
Benefits seen from using ServiceNow:
A release in capacity by minimising pre and post-job admin for field engineers.
Increase in efficiency of preventative maintenance with effective scheduling and minimisation of repeat visits.
Restructuring of foundational data (for example, locations hierarchy) and asset management capabilities to ensure accuracy of reporting.
Introduction of the new SN FSM mobile app to use onsite for instant data capture, and eliminating any need for manual data capture.
Read more here.
Companies House
Companies House is an executive agency of the UK government, sponsored by the Department for Business, Energy and Industrial Strategy. They incorporate and dissolve limited companies, as well as registering company information and making it available to the public.
Unifii implemented a best-practice integration between ServiceNow and Jira. This included the design and build of unique API’s for complex JIRA processes, allowing for reusable and scalable integrations.
Benefits seen from using ServiceNow:
Huge amounts of time saved due to the new automated system.
Improved communication and efficiency between teams, minimising stress and poor visibility.
Reduced reliance on Jira development experts.
An on-going ability to apply future updates without third-party help.
Read more here.
Manchester City Council
The customer is a metropolitan city council and the local government authority for Manchester. It employs over 7,000 staff members in total. Unifii implemented the SPM (formerly ITBM) suite of products for MCC, with the view to helping them better manage their internal demands for resources and services across their IT projects.
Among other things, Unifii provided a resource model, time sheeting for all IT resources, on-demand dashboard reporting and a single entry point for the council to submit demands to IT.
Benefits seen from using ServiceNow:
Complete visibility and transparency of projects and programmes.
Better control of current workloads.
Effective resource distribution.
Cost saving efficiencies through a more cohesive platform, allowing MCC to deviate from expensive software.
Read more here.
Harrow Council
Harrow Council has a workforce of over 5,000 employees, serving more than 240,000 residents and thousands of local businesses every day. They needed a platform that could handle a variety of suppliers in a robust and scalable manner to deliver clear analytical insights into service performance. For these reasons, the business wished to move to a refreshed Service Integration and Management (SIAM).
To achieve this, the council chose Unifii to implement ITSM. ServiceNow ITSM had been deployed in various councils across the UK, running in-house and SIAM operating models already, which proved that it would be able to support Harrow Council’s needs and vision well.
Benefits seen from using ServiceNow:
First Time Fix rate (FTF) was up by 60%.
Customer Satisfaction score (CSAT) was up by 97%.
Brand new self-service portal means that 40% of incidents and 70% of requests were now being raised this way, minimising the need for hands-on agent time.
Calls to the service desk are being answered quicker, further improving the customer experience.
Read more here.
One of the UK's largest public sector departments
Unifii have also worked with one of the UK’s most significant public sector departments. For this customer, we’ve implemented SecOps, Integrated Risk Management (IRM) and transformed Strategic Portfolio Management (SPM) processes, as well as providing broader, strategic support to maximise value from their investment in ServiceNow.
Benefits seen from using ServiceNow:
Transformation of Security Incident Response strategy into a single platform-based process, with automation and audit capability, allowing incidents to be managed quickly and efficiently.
The implementation of single-platform Integrated Risk Management processes has enabled holistic management of risk across the department.
Continued development of project and portfolio management capabilities, drastically improving ability to manage demand and project & portfolio lifecycles.
These are just a few examples of how Unifii have worked with and helped organisations within the public sector. We allow you to realise your business potential with ServiceNow – please get in touch here to speak to a specialist.
