AC3 and Fruition Partners have helped in the implementation ServiceNow’s Now platform for the New South Wales Department of Justice (DoJ).
The DoJ, which has partnered with AC3 since 2007, was looking to update its IT management systems following the merger of 12 agencies under the DoJ that will be supported by the DoJ’s Digital Technology Services (DTS).
The Now platform consolidates ICT infrastructure, applications and information management across the department so users managing customer requests can access information from one single source.
The DoJ users handle requests from courts and tribunals, correctional services NSW, office of emergency management, office for police, justice strategy and policy, justice services, juvenile justice, birth death and marriages, crown solicitors and veteran affairs.
“Providing a positive end-user experience was a real driver in our decision to choose one platform,” Department of Justice director operations and services, Andrew Dimech, said. “This will enable us to transform our system to one which is cloud and mobile-enabled, and function rich.”
The ServiceNow Portal is also used by a new business support centre within the DTS, which is running HR and finance service management, combining finance and HR into one interface that handles all requests and incidents.
“With the department working across many different units, the use of ServiceNow as a central interface to process requests will streamline back office operations, speeding up delivery by providing employees with greater transparency and improved work flow, freeing up time to concentrate on more strategic value-added work,” ServiceNow A/NZ managing director, David Oakley, said.
“Through our work with other Government departments, we understand the pressures the DoJ faces, with tight timelines for service delivery. This requires an equally agile and robust enterprise shared services platform.”
According to DoJ’s Dimech, once ServiceNow’s ITSM functionality is fully operational the priority will be to automate manual processes that were previously done via email and even fax
“We have had success with the use of partners including AC3 and Fruition to date as we embark on our journey of maturity with the platform.
“We’re also continuing to explore the wide range of opportunities the platform offers, including automation of request fulfilment, maturity of incident/problem and change management with built in capability of future platform releases, and most importantly user-access and self-service for transparency of requests and incidents across the department.
“We’re committed to our quest to deliver continuous improvements in customer satisfaction, and we see our capabilities with ServiceNow as having a considerable role in achieving this,” Dimech added.
In 2014, AC3 initiated the migration of the Department of Justice to the GovDC in Sydney Silverwater and transitioned the department to an everything-as-a-service cloud computing model.
Specifically, AC3 planned, managed and executed the migration of all Justice agencies - the entire migration was completed in March 2015.
“With AC3 storage-as-a-service for example, our total cost of ownership over five years was around half the cost of procuring our own storage area network infrastructure," NSW Department of Justice chief information officer, Aaron Liu, said at the time.
"Plus, the AC3 services enable us to scale up and down as appropriate as well."