The Challenge

An Office of the Chief Information Officer (OCIO), within a large federal civilian agency, faced the challenge of efficiently supporting its customers amid increasing demands for faster service delivery and improved operational efficiency. With complex, manual business processes hindering productivity and response times, there was a critical need to implement automation and optimize workflows. This OCIO required a strategic approach to streamline operations, reduce human error, and free up valuable resources, enabling the organization to better meet customer needs, enhance user experiences, and drive digital transformation across all departments.

The Solution

To address our client’s challenges in modernizing legacy processes and meeting stringent federal mandates, iVision Consulting, an official ServiceNow partner, developed a comprehensive ServiceNow Center of Excellence (COE). The COE was designed to support the OCIO by providing governance, best practices, and a centralized approach to leveraging ServiceNow for business process optimization and automation. Through the COE, iVision Consulting developed over 20 custom enterprise business applications on the ServiceNow platform. These applications helped modernize workflows, support compliance with critical federal regulations such as the Federal Information Technology Acquisition Reform Act (FITARA), Data Center Optimization Initiative (DCOI), and the 21st Century Integrated Digital Experience Act (IDEA), while serving over 13,000 users across the organization. Furthermore, iVision Consulting helped our client establish charge-back capability as part of an enterprise shared service offering, allowing the client to effectively manage costs, optimize resources, and ensure greater transparency across operations. This COE approach empowered the agency to streamline its processes, drive innovation, and achieve long-term success in its digital transformation efforts.

Outcomes

• 30% faster time-to-market with seamless integrations and automations.
• Over 20 custom application deployments delivered on time and within budget.
• 20% customers supported year over year.

Technology Stack

• ServiceNow