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