The Challenge

Our client successfully secured major contracts with the state government to deliver a secure, scalable platform for public safety operations. However, the high cost of ServiceNow talent in the US threatened project margins and long-term feasibility.
The situation demanded a solution to oversee network security, counterterrorism efforts, and criminal investigations.

Key problems included:

• Cost Optimization: Reduce high operational costs associated with onshore ServiceNow resources while maintaining delivery excellence.
• Scalability & Flexibility: Implement a cloud-based architecture that could adapt to the evolving needs of large public organizations.
• Security & Compliance: Ensure the platform featured robust, built-in security controls (access, encryption, audit trails) to protect sensitive data and meet strict government regulations.

The Solution

We divided the engagement into two focused projects to ensure clear ownership and specialized delivery:

Project 1: Streamlining Operations for Washington DC
We focused on building a centralized ServiceNow portal for the Office of the Chief Technology Officer (OCTO). This involved developing custom Catalog Items and a workflow Editor to digitize and manage the internal working processes of the DC government, enhancing operational transparency and efficiency.

Project 2: Securing Public Infrastructure for Virginia
For the Commonwealth of Virginia, we designed and developed a secure government project on the ServiceNow platform. This solution was dedicated to managing and monitoring information for all devices accessing the state’s public network, directly supporting their public safety and security initiatives.

Our technical approach for both projects integrated core management modules:

• Application Portfolio Management (APM): Implementing real-time application performance monitoring to proactively detect and resolve issues, ensuring system reliability.
• Strategy Portfolio Management (SPM): Establishing a framework to define and disseminate key performance indicators (KPIs), aligning IT execution with strategic organizational goals.
• Governance & Compliance: Embedding continuous monitoring and audit trails into the platform’s core to maintain strict adherence to regulatory standards and security protocols.

The Outcome

The collaboration yielded substantial value, marked by clear gains in efficiency and client success:

• 20% Higher Customer Satisfaction
• 15% Higher Retention Rates
• 30% Cost Savings