Government Entity Reduces Lost Assets by 20% via Digital Transformation of their Service Management Operations

Challenge

A Canadian government entity, with a multi-year strategy for digital enablement and transformation, looked to expand their IT service management platform beyond IT to deliver enterprise service management for streamlined entity-wide operations and an enhanced digital experience for those engaging with the consulate. Objectives included:

  • Central management and tracking of service management requests across the entity
  • More timely resolution of requests, without increasing costs
  • Better traceability of asset ownership and secure tracking of sensitive assets including weapons, encryption machines, and more
  • Manage over 80% of standard consulate operations digitally via process automation (RPA) and workflows

Solution

Emtec delivered a full service, incident and request management solution for all embassy and consulate IT and business support requests for enterprise service management. Emtec’s service management experts:

  • Replaced 7 aging and customized BMC Remedy 6 environments with a robust BMC Remedy 9 instance
  • Integrated the Remedy platform with employee portal, messaging, document management and other custom enterprise applications
  • Consolidated 18 custom applications into the new platform using digital workflows and cognitive services
  • Designed and built custom workflows leveraging intelligent automation including RPA to enhance processes

Results

The government entity now has a fully digital-enabled business service management solution to capture and track requests for all consulate operations within a central platform. Benefits include:

  • Effective management of critical consulate assets
  • Automation of high volume, low value activities
  • Ability to identify and rectify any bottlenecks in their service request processes
  • Platform in place to support future candidates for automation or digital transformation

Industry
Federal Government

Revenue
$500 M

Headquarters
Gatineau, QC, Canada

Employees
5900+

Business Impacts

  • Ability to better justify and prioritize budget requests
  • Lower risk in routing and tracking sensitive and/or classified requests
  • Reduction in lost assets by 20%
  • Improved customer experience from process automation
Learn more about Emtec's enterprise service management (ESM) services.
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