According to NASCIO’s 2018 State CIO Survey, 75 percent of state CIO organizations plan to expand an IT shared services model over the next three years.

Digital government initiatives often highlight citizen services portals to change the way residents interact with local government. But how does government deliver on the promise?

State and local government information technology (IT) officials spoke about their progress modernizing IT service and customer service delivery at ServiceNow’s Knowledge 2019 conference on May 8.

The city of Minneapolis deployed IT Service Management; then expanded the effort to create an enterprise platform to improve productivity and collaboration throughout the City.

The State of Tennessee cut IT procurement processing time down by 92 percent with an asset management overhaul and a new digital procurement process. Andy Kidd, Tennessee’s director of business operations, shared lessons learned at ServiceNow’s Knowledge 2019 conference in May.

Alongside state governments across the United States, Ohio Department of Administrative Services (DAS) is an IT service broker for a series of state agencies, helping to achieve economies of scale. Over the past five years, the team led by Renee Evans, enterprise service management program administrator for Ohio DAS Office of Information Technology (OIT), has modernized its systems to track costs and IT service consumption, invoice for service usage, and has given service owners and end users significantly improved visibility into IT usage trends.

The New York State Office of the Comptroller’s IT team wanted to deploy new processes and tools to address their 3,000 employee’s IT service requests, recognizing that delays impact both employees and the citizens they serve.

With 67 percent of millennials wishing for more meaningful work, government agencies must reduce menial tasks and implement digital workflows to “give people more time to do the job they applied to do,” explained John Asquith, Innovation Lead for Government at ServiceNow, during their Knowledge 2019 conference on May 7.