State Transportation Authority Revs into the Future with ServiceNow

Responsible for overseeing highway systems, rail lines, and public transit, this state transportation authority has a decades-long track record of ensuring the safety of its 20 million constituents state-wide.   

In a changing world rife with political complexities, extreme weather patterns, and shifting demographics, state and federal entities are under increased pressure to make transportation systems more seamless, sustainable, and accessible than ever before.  

Facing a large population influx, this state agency needed to leverage the right technology to guarantee frictionless, integrated travel across its roads, trains, and public transit systems for decades to come. 

Outdated Processes Stall Success

Serving one of the ten largest states in the country, this transportation authority serves over 20 separate districts who, prior to this project, operated semi-independently. There was no single version of the truth that State leadership could view at a high level. 

Because each district rolled into the same State-level government and supported the same taxpayers, leadership knew they needed to implement a solution that would enable top-down visibility and allow them to plan and allocate resources more effectively.  

The agency struggled with silos and lacked a standardized set of practices and systems. In fact, districts that were only four hours apart by car operated as almost entirely separate entities. This agency knew they needed to implement a standard set of practices that would bring every district onto the same page and allow the organization to effectively scale in the face of accelerating population growth, but internal dynamics also compounded this complex challenge. 

In addition to this lack of visibility, manual processes and broken chains of communication plagued the agency. Employees regularly used paper Timecards and Field Services dispatch was deployed over the phone. Team members were used to completing physical paperwork and walk-ups were common within the IT department.  

The transportation authority craved not only automation, but also visibility into what types of requests were coming in and where resources were most needed. Without accurate reporting and the ability to justify spend, they lacked the capability to support the amount of work they needed to complete on a daily basis. 

Furthermore, the agency needed to quickly get a handle on their physical assets like traffic lights, cameras, and digital signage that communicates crucial safety updates like road closures and storm warnings. Minimizing outages for these assets is a full-time, high-stakes task – unlike traditional assets like employee laptops, a faulty traffic light could have dire consequences for drivers and pedestrians alike. 

With this in mind, the agency set out on a mission to implement a solution that would allow them to manage and monitor their physical assets in a single pane of glass that they could then replicate across each of its diverse counties.  

ServiceNow Field Service Management Powers State-Wide Safety

They found that solution in ServiceNow’s Field Service Management (FSM). Not only could FSM span every district to create a more intuitive and efficient experience at the State level, it could also be implemented on a smaller scale and then expanded within each district at its own pace to ensure the best possible user adoption rate.  

The ServiceNow platform also offered the agency more functionality than other Enterprise Service Management (ESM) tools. For example, with proper routing and scheduling intelligence, once a problem is identified, the agency can now send a technician with the most relevant experience to the site, rather than the technician who is simply the closest physically.  

All of these factors made the NOW platform a no-brainer for the organization, and Acorio was behind them every step of the way. 

The Anatomy of a Scalable Solution 

With Acorio’s help, the organization implemented Field Services Management which now enables them to: 

  • Efficiently manage physical assets like traffic lights, cameras, and digital roadway signage in a centralized location. 
  • Assign work more intuitively, increasing productivity and reducing manual tasks for employees. 

Once the project was defined and underway, Acorio planned and created a project implementation template that each district could use on their own timeline as they sought to increase user adoption.  

Acorio’s project implementation template included: 

  • Data import templates and development rules 
  • Defined Governance rules 
  • Testing plans 
  • Training plans 

Armed with this custom template, the organization implemented their new solution in each of its 20 district on a rolling basis, ensuring high user adoption and a seamless experience. While some district implementations overlapped, all-in-all the transportation authority had a very successful go-live throughout its multi-year journey. 

Empowered with Key Visibility

This state transportation authority successfully moved from a siloed, disjointed instance to a single version of the truth that can now be viewed at a state-level. With the new capability to monitor their physical assets in one centralized location, the agency is providing faster and better disaster response along with accurate, real-time data from their physical assets.   

With FSM, they’ve moved from merely responding to incidents to now providing proactive service, thus maximizing uptime – a crucial feat when you’re responsible for your constituents successfully getting to work, school, and back home on a daily basis. 

On top of these efficiency and safety wins, the transportation authority can now justify their headcount and ask for additional resources to support their workforce when necessary, thanks to their [accurate, real-time data].  

Looking to the Future

Armed with their new FSM tool, this organization now has the blueprint to mature with ServiceNow as they grow. Their FSM project has set the foundation for future platform expansion, setting them up to take advantage of things like asset management, time tracking, and to further consolidate other disparate systems.  

Though each district has its own assortment of tools, the agency is well on their way to  streamlining their tech stack to ensure future sustainability with ServiceNow.