Global Services powered by ServiceNow and Accenture

A Client Success Story

Accenture helps a Federal Agency deploy a new global business services application using ServiceNow, resulting in increased customer satisfaction, reduced fulfillment times, and saving an estimated $150M over 3 years.

About the ClientIn support of its mission, the Agency operates nearly 300 physical sites, which includes supporting personnel from 42 different federal agencies and providing services to over 100,000 direct employees and their families. The Agency personnel and family members request and receive a wide array of services valued at over $3 billion annually through a variety of legacy technology solutions. With more than 25,000 service providers contracted to support operations, ensuring customers receive high quality, cost effective, consistent, and timely service is of utmost importance to the Agency. Agency services include transportation requests, fleet management and vehicle maintenance, travel services, mail and messenger services, purchasing and contracting, human resources, and building operations.

The Business ChallengeFor over five years the Agency pursued many initiatives to

consolidate and modernize the legacy services systems and deliver a single, integrated, enterprise solution for service management. After many failed attempts, each site moved forward with their own local solution to support Agency services. Because each site hosted and maintained their own solution, this approach led to high costs in both infrastructure and software. The local systems were not integrated, resulting in limited operational transparency between locations and inconsistencies with the services offered from site to site. Many of the solutions did not work with other enterprise applications and required manual processing or duplicative entries from system to system. Security vulnerabilities and system performance were a constant worry for many Agency stakeholders.

Achieving excellence in the service request and fulfillment process could not be accomplished without a modern, secure, and easily accessible application for enterprise service management. The application needed to be:

• User friendly and intuitive, with a single-point-of-entry customer portal to request, track, and provision services based on employee type and cost centers; requires minimal training to use; and delivers a consistent look, feel, and experience regardless of which physical location an employee is assigned to.

• Available anytime, anywhere so personnel without access to the Agency’s internal network can submit and check request status using mobile devices.

• Integrated with other Agency enterprise applications to enable service providers to immediately begin work on fulfilling requests, without spending time on duplicative data entry in separate systems.

• Transparent, providing full visibility into service fulfillment in real-time, with the ability to easily report on performance against enterprise service standards and other key metrics.

• Less expensive to develop and maintain than decentralized, redundant “homegrown” systems, or custom enterprise software solutions that are costly to implement and modify to meet site-specific requirements.

• Secure, with robust and compliant user authentication and data storage processes that protect sensitive data.

After 5 years and many attempts to solve their

business challenge, the Agency partnered

with Accenture to evaluate new solution options for enterprise service management.

How Accenture HelpedUsing the ServiceNow platform, Accenture combined its supply chain management and logistics expertise with the core concepts of enterprise service management and business process automation to quickly develop a solution. Instead of following a big-bang approach, Accenture partnered with the Agency to identify a proving ground for the system. In just eight weeks the Accenture team delivered a new system that provided 75 Agency services from a single, web-based

customer service portal that is accessible anytime, from any place, and from any device (including mobile phones and tablets). The solution provided a significant improvement to the end-user service experience, requiring virtually no customer training and giving end-users the ability to track and manage their requests from initiation through fulfillment. The solution empowered the local Agency sites fulfillment teams to track and manage incoming service requests, identify bottlenecks in the fulfillment process,

route and automate workflows, and better manage third party contractors. Lastly, the solution allowed the Agency to realize significant cost savings through reduced software development and maintenance time, introduction of self-service and automation for fulfilling service requests, and the retirement of redundant software and legacy infrastructure.

High Performance Delivered

The client has seen a 61% increase in online submissions for services and support, and a 100% increase in enrollment from employee family members. The current system now supports an enterprise-wide portfolio of service request types, and integrates with three back-office systems of record.

Accenture used the power of the ServiceNow platform to help transform the way the client delivers its services across the globe, resulting in financial benefits, improved service delivery, and increased customer satisfaction.

The implementation of ServiceNow is expected to result in cost savings and avoidances greater than $150 million during the

first three years of service.

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Contacts

P. Michael LutzAccenture Federal Servicesp.michael.lutz@accenturefederal.com+1 (571) 414-3606

Justin E. BeanAccenture Federal Servicesjustin.e.bean@accenturefederal.com+1 (571) 414-2763

About AccentureAccenture is a global management consulting, technology services and outsourcing company, with more than 305,000 people serving clients in more than 120 countries. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world’s most successful companies, Accenture collaborates with clients to help them become high-performance businesses and governments. The company generated net revenues of US$30.0 billion for the fiscal year ended Aug. 31, 2014. Its home page is www.accenture.com.

About Accenture Federal ServicesAccenture Federal Services is a U.S. company, with offices in Arlington, Va., and is a wholly owned subsidiary of Accenture LLP. Accenture’s federal business serves nearly every cabinet-level department and 20 of the largest federal organizations with clients at defense, intelligence, public safety and civilian agencies.