The City and County of Denver, Colorado improved vendor risk assessments and cut evaluation time by more than three times using a digital workflow. Julie Sutton, Denver’s Information Security Manager, shared their success and insights at ServiceNow’s Knowledge 2019 conference.

Frozen in place by isolated IT management systems and spreadsheets for cataloging data, public sector technology buyers are now stepping out of the cold.

The Tennessee Department of Human Services (DHS) tackled a customer service dilemma that had reached critical mass by implementing a new customer service management (CSM) solution, and came out of the ordeal with lower customer wait times, a renewed and energized staff, and a demonstrably strong value proposition to satisfy the bottom-line demands of the state’s Federal funders and support a statewide service rollout.

The State of Washington’s Department of Health (DOH) implemented more than 600 improvements to its cloud IT service management implementation in 2017, which helped cut the department’s IT service delivery times in half, according to two officials within the department.

The State of Ohio has established a governance model to better support IT optimization initiatives, due in large part to its success adopting new cloud platforms across agencies and dumping antiquated, siloed systems, said Renee Evans, enterprise service management administrator for Ohio’s Office of Information Technology (OIT).

The nature of work–the jobs performed and the cross-departmental collaboration required to get them done–has not changed much in the past two decades, but the means to perform those jobs can be revolutionized in the next three to five years, said John Donahoe, president and CEO of cloud platform provider ServiceNow.