Business challenge

Help citizens and businesses by providing resources, skills development and veteran services to prepare and connect people with jobs in the state.

Solution

Unisys provides Intelligent Workplace Services, including Unisys Next-Generation Service Desk (level 1) and Unisys Frontline Field Services for ~5,000 employees; Unisys implemented ServiceNow™, a scalable cloud-based service management platform with an online portal and catalog (for self-help, chat, and real-time status) to fulfill incident and request management functions for the agency with B2B integration for single sign-on using Active Directory.

Results and benefits

• Improved business efficiency and employee productivity that minimizes the need for dependence on assistance from IT
• Reduced cost of delivery through automated routing to resolver groups, self-help and increased automation for top call drivers (i.e., automated password reset)