Where Does ESM Fit into Government?

08/08/2018 by: The SunView Team

Group of people around a desk working together on charts and graphs.

The words “efficiency” and “government” do not generally go together. In fact, people are more likely to complain about inefficiency within government than ever remark about how quickly a government does something. 

One part of the problem is that governments don’t deliver internal services in a particularly efficient manner. That leads to dissatisfied employees as well as unhappy citizens. That’s where enterprise service management (ESM) comes in – it can make internal service delivery more efficient as well as more cost-effective.

The Problem with Service Delivery in the Government

The biggest problem with service delivery in the public sector is that there are so many layers of bureaucracy. You want to requisition something as mundane, yet vital, as office supplies? You’ll get handed a set of papers an inch thick. 

Those papers are processed by hand, as are many government request forms. Manual processes are time-consuming as well as costly. They ensure that employee requests aren’t met in a timely fashion, which in turn affects how quickly government employees can serve the public. 

Enterprise Service Management, the Next Generation of ITSM.


Where Does Enterprise Service Management Come in?

Governments do not have to deliver internal or external services inefficiently. Enterprise service management can help change governments’ reputation for inefficiency by automating service delivery. This results in an improved customer experience for both, internal and external customers.

We’ll go back to the example of procuring office supplies. Instead of filling out a pile of papers every time you want to buy a pen, you could navigate to a chatbot or a self-service portal in which you typed your query (in this case, something along the lines of “requisition more pens”). The chatbot or self-service portal will tell you which online forms you need to fill out. Within a few minutes, you can submit your purchase request, which will be reviewed by your department manager or other relevant decision makers.

“The quality of support index helps predict local government employees’ job satisfaction”

Here’s another example involving service delivery: reporting maintenance issues. Let’s say Jack notices a pothole on the road he travels every day to work. He can go to the app for the local government and report the problem. The app automatically notifies the relevant department so it can get fixed. 

Both of these examples eliminate the need for filling out paperwork. Instead of waiting days, weeks, or even longer to receive services from the government, employees and citizens alike can receive a fast response to their queries. 

Implementing Enterprise Service Management: Where’s the ROI?

An enterprise service management solution doesn’t have to be an expensive investment in unnecessary hardware or software. Rather, it can leverage existing investments. 

Today’s ITSM solutions offer an ESM component. You don’t have to purchase separate software to deliver services efficiently and effectively – use the ITSM solution you already have so that you can boost its ROI. Not only is service delivery not only becomes more efficient, the solutions are also cost-effective. 

“Australian government administration costs are set to soar by 20% by 2018 to $70 billion AUD”

Since time immemorial, governments have been associated with waste. That no longer has to be the case with enterprise service management. To learn more, download our eBook From ITSM to ESM: The Evolution of the Digital Enterprise

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