By transforming service delivery, CCSD has also made life better for its service teams
ASK’s workflow automation has also made things much easier for CCSD’s service teams. John explains, “Our student numbers are growing at 2.5% a year. We couldn’t keep up using our existing paper processes. Just adding more people wasn’t the answer. It wasn’t just a budget issue—to achieve our vision, we needed to make things faster and easier for our teachers. That meant creating speed and efficiency with digitalization, which we’ve done.”
Andrea agrees, “Because everything was manual, we had a very linear approach to our work. Sometimes it would take five to 10 business days to process things as they were passed from one team to the next. It was incredibly frustrating and meant that we just had too much work on our plate. Now, those sorts of delays are a thing of the past. It’s been a really positive change. Our staff is much happier because it now has the tools to be creative and deliver exceptional service.”
By focusing on people—not just technology—CCSD has laid the groundwork for continued success
What lies behind CCSD’s success? Of course, the right technology is important, but true success depends on people. John says, “All of our service teams parked their egos at the door and worked together to do the right thing for our stakeholders and our students. We didn’t impose a solution. Instead, we found out what our employees actually needed and wanted. This included engaging them in the build process. And, we took the time to change processes where we needed to—there’s no point in digitalizing an awful process.”
Andrea also stresses the importance of managing change. “Change can be big and scary, which is why we put a lot of effort into organizational change management. So, when the people on our team started to use the system, they found that it wasn’t nearly as difficult as they thought it would be. In fact, within two days, people were walking up and down the hallways saying how easy this is to use.”
CCSD is continuing to build momentum in its digitalization journey with ServiceNow
According to John, there’s huge demand to digitalize services. “Everybody is chomping at the bit to be a part of this. It’s overwhelming. They see that it works and that it’s effective. Our transportation department is going live in the next few weeks, which is arguably the number one service we offer to students. For example, if a new student has special transportation requirements—say cab rides or a different bus—we’ll be able to handle that automatically. Finance is next, and we’re just starting to look at what we can do for supply management.
We’re also planning to consumerize school services and interactions for parents, giving them easy access to submit requests and get information.
“The possibilities are almost unlimited. Within five years, our goal is to have virtually every customer-facing business unit on the Now Platform,” concludes John.