The Tennessee Department of Human Services (DHS) is redefining customer service at the state level, following a state-wide process improvement and modernization initiative. 

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.






The Commonwealth of Massachusetts centralized and consolidated IT services, adding new digital workflows. Nicolas Inangelo, Senior Director of IT Service Management for the Commonwealth, described the journey at ServiceNow’s Knowledge 2019 conference in May. He shared how the project improved support services. And, helped deliver the right resources for the right issues at the right time.






Raleigh’s IT team wanted to improve user experiences, said Spencer Smith, applications manager for the City of Raleigh, at ServiceNow’s Knowledge 19 Conference in May. The city consolidated seven IT departments into one ServiceNow enterprise IT service management (ITSM) platform. They took a grassroots approach, letting each success help build momentum. 






North Carolina is consolidating and optimizing enterprise IT functions across the state. The goal is to achieve economies of scale, gain new analytical capabilities, and deliver unique experiences for state agencies and divisions. 






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.






AI Artificial Intelligence

In a report released today, Deloitte researchers posit that artificial intelligence (AI) is the key to “unleashing the power of unstructured government data.”






Cyber

Research firm Gartner has released its 2018 Hype Cycle for Emerging Technologies report, which found technologies like artificial intelligence platform as a service, blockchain for data security, and quantum computing reaching the peak of inflated expectations, while technologies such as mixed reality and blockchain were on the downswing of excitement.






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