Iowa DOT increases employee satisfaction by reducing IT process friction

  • Client
    Iowa DOT
  • Industry
    Government
  • Employees
    3,000+
  • Solution
    ServiceNow® IT Service Management

Challenges

Reliance on legacy tools
No visibility
Inability to track time and efforts spent on each incident

Solution

The average time taken to resolve incidents has been reduced to less than 25 minutes

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The self-service portal includes a searchable knowledgebase, helping employees answer common questions

Intuitive issue logging, status tracking, and automated collaboration make it easy to find information, seek help and fix issues fast

Intuitive dashboards give Iowa DOT the deep insights they need to focus on business outcomes

Putting employees first is at the core of Iowa DOT’s strategy with a mission to deliver great experiences with a human touch. Yet inefficiencies in IT service delivery were holding back innovations within the organization.

INRY implemented ServiceNow® IT Service Management and also built a self-service IT portal to help the client overcome their IT challenges and improve efficiency.

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