Empowering a Remote Workforce: A Government Agency’s Journey with ServiceNow

The Customer: 

A large government agency with over 10,000 employees spread across multiple locations in the United States. The agency provides essential services to the public and has a diverse workforce, including both field and office-based employees.

The Challenge: 

As the COVID-19 pandemic hit, the agency was forced to quickly adapt to a remote work model to protect its employees and continue providing essential services to the public. However, the agency’s IT infrastructure and processes were not designed to support a fully remote workforce, and the agency faced several challenges in ensuring continuity of operations. These included:

• Difficulty in tracking and managing employee requests and incidents remotely
• Lack of visibility into employee productivity and performance
• Difficulty in maintaining security and compliance for a remote workforce
• Difficulty in providing employee support remotely

The Solution: 

mOne Technologies. was engaged to help the agency overcome these challenges and enable a successful remote work model. Our team proposed a comprehensive solution that leveraged the power of ServiceNow’s IT Service Management (ITSM) and HR Service Delivery (HRSD) modules.

• IT Service Management: We implemented ServiceNow’s ITSM module to help the agency manage IT requests, incidents, and problems remotely. This allowed employees to submit IT requests and incidents through a self-service portal, and IT teams to track and manage these requests and incidents remotely.
• HR Service Delivery: We implemented ServiceNow’s HRSD module to help the agency manage HR requests and incidents remotely. This allowed employees to submit HR requests and incidents through a self-service portal, and HR teams to track and manage these requests and incidents remotely.
• Personalized portals: We also designed and developed personalized portals for different roles and departments within the agency. This allowed employees to access relevant information and perform tasks specific to their role and department, such as submitting expenses or accessing employee benefits.
• Automation and workflows: We also implemented automation and workflows to streamline and automate various processes, such as incident triage, approval workflows, and reporting. This helped improve the efficiency and productivity of IT and HR teams.
• Security and compliance: We also ensured that the solution met the agency’s security and compliance requirements, such as data encryption and access controls.

The Results: 

The solution implemented by mOne Technologies. helped the agency successfully enable a remote work model for its employees. The agency was able to:

• Improve the efficiency and productivity of IT and HR teams by streamlining and automating various processes
• Increase visibility into employee productivity and performance through personalized portals
• Improve employee satisfaction by providing self-service portals and remote support
• Meet security and compliance requirements through data encryption and access controls

The ultimate goal of this project was to enable the agency to continue providing essential services to the public while protecting its employees during the pandemic, and the solution implemented by mOne Technologies. helped the agency achieve this goal. The agency is now better equipped to support a remote workforce and can continue providing essential services to the public even in the face of future disruptions.