Washington State’s DOH offers programs to help prevent illness and injury and promote healthy places to live and work
The Washington State Department of Health (DOH) protects and improves the health of people In Washington State. Its programs help to prevent illness and injury, promote healthy places to live and work, help people to make good health decisions, and ensure that the state is prepared for emergencies. The department administers a budget of $1.2 billion, 66% of which is invested in the community through other organizations.
Areas that the department is active in include drinking water, food safety and radiation protection, rural health, public health laboratories, communicable disease control, health professional credentialing, emergency preparedness and response, and women, infants, and children nutrition.
To better serve customers, the DOH wanted to make IT easy to use, transparent, and cost-effective
All of these areas depend on IT. The department’s IT team is committed to providing responsive support for its customers, delivering the services that other teams need to execute the department’s mission effectively. That’s why the IT team launched a far-reaching transformation program, moving to what it refers to as an IT-as-a-Service model.
According to Amy Wilson, DOH’s enterprise system support supervisor, “We wanted to run IT as a business, creating products and services that are tailored to meet our customers’ needs. With IT-as-a-Service, customers choose services from a catalog of service offerings and only pay for what they use. Our goal is to make IT easy to use, transparent, and cost-effective–strengthening the department’s efforts to serve the people of Washington State.”
With ServiceNow, the DOH adopts IT-as-a-Service and retires multiple systems from more than 20 different programs and services
However, DOH faced a major challenge. While it was committed to IT-as-a- Service, it didn’t have the service delivery platform it needed to succeed. Amy says, “We were struggling with multiple ticketing systems. In some cases, we didn’t have a ticketing system at all—just an email inbox for requests. There wasn’t one place to go for IT services, and our customers were dissatisfied because these systems were so cumbersome to use. And, because everything was disconnected, we couldn’t provide cost transparency, and we didn’t have the end-to-end visibility we needed to drive continual service improvement.”
To lay the foundation for success, DOH decided to partner with ServiceNow. The department went live with an initial ServiceNow IT Service Management solution that included Incident, Asset, Configuration, Change, Request and Knowledge Management—allowing it to retire various request systems used in more than 20 different programs and services.