Challenge / Goal
A Canadian government entity with a multiyear strategy for digital enablement and transformation looked to expand their IT service management platform beyond IT to streamline entity-wide operations and deliver an enhanced digital experience to those engaging with the consulate. Objectives included:
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- 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
- Managing over 80% of standard consulate operations digitally via process automation (RPA) and workflows
Solution
Bridgenext (formerly Emtec) delivered a full-service incident and request management solution for all embassy and consulate IT and business support requests for enterprise service management. Our team of service management experts:
- Replaced seven 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
