Transport for NSW selects ServiceNow and RXP Services to transform its internal processes
Announcement posted by ServiceNow 07 Jun 2016
New solution delivers an enterprise shared services solution for employees.
SYDNEY, Australia – 7 June, 2016 – ServiceNow (NYSE: NOW), the enterprise cloud company, today announced that its platform has been selected by Transport for NSW to support the provisioning of its service desk and work management requirements for Transport Shared Services. RXP Services Ltd (ASX:RXP), has been chosen as the Prime Contractor to implement the end to end solution for Transport for NSW delivering an enhanced shared services platform across processes including HR, payroll, finance, facilities and project services.
Transport for NSW is responsible for the integrated planning and delivery of public transport services and infrastructure for the 7.6 million citizens of New South Wales. In collaboration with the transport operating agencies – spanning public buses, rail, roads, ferries and community transport – Transport for NSW manages a multi-billion dollar annual transport budget and more than $114 billion in assets
The new solution will provide a modern, flexible, extensible platform and replaces a legacy system which relied heavily on manual processing of customer requests and enquiries which were captured via a number of distributed help desks and other non-integrated channels.
The new implementation will significantly speed up the processing of service desk requests, streamline back office operations across a number of channels and reduce costs by introducing a high quality, self service capability. It will provide insight and visibility into service performance, trends and customer satisfaction levels that will feedback into service strategy and design.
RXP Services will deliver the solution using the power of the ServiceNow platform at its core. It includes:
Transport for NSW is responsible for the integrated planning and delivery of public transport services and infrastructure for the 7.6 million citizens of New South Wales. In collaboration with the transport operating agencies – spanning public buses, rail, roads, ferries and community transport – Transport for NSW manages a multi-billion dollar annual transport budget and more than $114 billion in assets
The new solution will provide a modern, flexible, extensible platform and replaces a legacy system which relied heavily on manual processing of customer requests and enquiries which were captured via a number of distributed help desks and other non-integrated channels.
The new implementation will significantly speed up the processing of service desk requests, streamline back office operations across a number of channels and reduce costs by introducing a high quality, self service capability. It will provide insight and visibility into service performance, trends and customer satisfaction levels that will feedback into service strategy and design.
RXP Services will deliver the solution using the power of the ServiceNow platform at its core. It includes:
- A workflow and process management / CRM solution that will support back-office service desks and assist operational staff and subject matter experts handle employee and customer enquiries more efficiently
- Service desk tools including Integrated Voice Response, Computer Telephony Integration solutions and call boards to support the service desk staff and service managers manage demand across multiple channels and provide an enhanced customer experience
- A user-friendly, web and mobile accessible, customer self-service application that provides advanced knowledge base search capabilities ultimately reducing the transactional load on the service desk and reducing cost to serve.
Using the ServiceNow platform, Transport for NSW managers and executives will have access to real time analytics including service performance trends and SLAs, instant customer satisfaction data and real-time demand management and service cost analysis across shared services.
“An organisation like Transport for NSW that operates to such a tight timetable for service delivery needs an equally agile and robust enterprise shared services platform,” said David Oakley, CEO, ServiceNow A/NZ.
“Implementing this project is an exciting opportunity for us to demonstrate the best practice workflow management platform design and delivery expertise of RXP Services combined with the power of the ServiceNow platform.
"We look forward to supporting the transformation of the shared services capability for the Transport Cluster, delivering a significantly enhanced customer experience and lower overall cost to serve,” said Alex Bullen, Practice Director, Business Process and Enterprise Service Management , RXP Services.
“Implementing this project is an exciting opportunity for us to demonstrate the best practice workflow management platform design and delivery expertise of RXP Services combined with the power of the ServiceNow platform.
"We look forward to supporting the transformation of the shared services capability for the Transport Cluster, delivering a significantly enhanced customer experience and lower overall cost to serve,” said Alex Bullen, Practice Director, Business Process and Enterprise Service Management , RXP Services.
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About ServiceNow
ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before. Customers use our service model to define, structure and automate the flow of work, removing dependencies on email and spreadsheets to transform the delivery and management of services for the enterprise. ServiceNow enables service management for every department in the enterprise including IT, human resources, facilities, field service and more. We deliver a ‘lights-out, light-speed’ experience through our enterprise cloud – built to manage everything as a service. To find outhow, visit www.servicenow.com.
ServiceNow and the ServiceNow logo are registered trademarks of ServiceNow, Inc. All other brand and product names are trademarks or registered trademarks of their respective holders.
ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before. Customers use our service model to define, structure and automate the flow of work, removing dependencies on email and spreadsheets to transform the delivery and management of services for the enterprise. ServiceNow enables service management for every department in the enterprise including IT, human resources, facilities, field service and more. We deliver a ‘lights-out, light-speed’ experience through our enterprise cloud – built to manage everything as a service. To find outhow, visit www.servicenow.com.
ServiceNow and the ServiceNow logo are registered trademarks of ServiceNow, Inc. All other brand and product names are trademarks or registered trademarks of their respective holders.