Transport for NSW selects ServiceNow

Transport for NSW has contracted ServiceNow to overhaul its Transport Shared Services work management requirements and service desk capabilities.

The department has selected ASX-listed RXP Services as the prime contractor to implement an end-to-end shared services platform based on the ServiceNow suite incorporating HR, payroll, finance, facilities and project services.

The new implementation will include a workflow and process management component; service desk tools, including integrated voice response and computer telephony integration; and a web- and mobile-accessible customer self-service application.

The platform will give Transport for NSW managers and executive access to real-time analytics including service performance trends and SLAs, as well as customer satisfaction metrics.

With the new implementation, the department aims to speed up the processing of service desk requirements while streamlining back-office operations.

“We look forward to supporting the transformation of the shared services capability for the Transport Cluster, delivering a significantly enhanced customer experience and lower overall cost to serve,” said Alex Bullen, RXP Services practice director for business process and enterprise service management.

Transport for NSW manages the integrated planning and delivery of public transport services and infrastructure for the state, managing a multibillion-dollar annual transport budget and more than $114 billion in assets.

Image courtesy Transport for NSW