ASCII Team Leaders Servicenow accelerates "local government DX" support with an ecosystem for public sector

ServiceNow Japan held a press conference on July 29, 2021 for public sector (government agencies, local governments).

Digitization in Japanese public sector has long been pointed out, but the challenge has erupted at a stretch due to the catastrophe.For example, online applications for various benefits, responding to infected people at public health centers, and recently, we incorporated new digital mechanisms by reservation and history management of vaccination, but there are many troubles due to access concentration, etc.Even online, canceling is a telephone. "The government has been serious about the establishment of the Digital Agency, etc., and has been serious about "digital governmentization", but it must be said that the response is going behind.

Where and how to solve these issues?Sayuri Nozawa, Director of Sales Division at the ServiceNow Public and Social Infrastructure Sales Headquarters, explained that "the important thing in digital utilization is the advanced user experience in the end -to -end environment and the standardization of a system that unifies data formatting."do.

Sayuri Nozawa, General Manager of Services, Sales Division, SalviceNow JAPAN, Sales Division, Public / Social Infrastructure Sales Division

Place a single data model, a single architecture now Platform

With the overall interface commonization, for example, the procedure will be completed with the same app, for example, even if the department in charge of the government office changes, and the use of the standard system in each government will certainly be correct.However, in the past public sector, we have introduced necessary systems one after another without such ideas.This is the root of today's problem.

Mr. Nozawa explains that using ServiceNow's cloud platform "Now Platform" can solve these issues and contribute to the realization of local government DX.

"We believe that there is an excellent workflow behind the excellent experience. Therefore, we provide NOW PLATFORM, which is the basis of all digital workflows.It is characterized by that, users can easily create applications on this platform. Furthermore, SaaS, which is a common business application for IT, personnel, and customer contact, and provides quick services. Existing.By working with the business system and becoming a hub, you can realize an environment where you can do all your business by logging in to ServiceNow. "

Improve residents' services and staff experiences at the same time

The company's claim is that the characteristics of Now Platform, which is being introduced mainly among large companies, is also effective in digitalization of local governments.

Conventional public systems were introduced separately for different ideas for each department.For example, electronic applications for administrative procedures, library rentals, and reservations for sports facilities were all different, and it was natural that the system was different.However, from the user's point of view, it is clearly strange that different sites and different ids are the same municipality.

"By inserting a Servicenow platform, you can integrate services and improve convenience while taking into account administrative convenience."You can build an environment that connects at the end -to -end "(Mr. Nozawa)

Overview of public business improvement by integration into Now Platform

How does the environment that the company calls the "end -to -end" function in local governments?Mr. Nozawa says, "The conventional work was vertically divided for each department, and the horizontal connection was connected by human efforts. By putting it into one platform, it will rectify the horizontal flow."。

If you enter the request of the information required by the staff in the serviceNow, you can contact the business system via the platform and get the response on ServiceNow.This will be completed in one -stop, as this will be realized in the departments across the department.

"At the same time as the residents' services are improved, local government officials can no longer have extra work, so they can concentrate on the work of their department in charge" (Nozawa).In addition, the accumulation of data in local government services on the platform will lead to the realization of EBPM (policy proposal based on objective evidence).

In fact, some municipalities have introduced Servicenow platforms and have improved citizen services.For example, Higashihiroshima City has established a citizen portal site, and plans to provide various administrative procedures and questionnaires with a single ID, starting with school -related services.

Strengthen partner cooperation with existing administrative vendor products

Nozawa says that the cooperation between ServiceNow and other public systems will be very important in realizing local government DX."For example, it is necessary for local governments to create an ecosystem with services that are indispensable for providing residents' services, such as personal authentication and LGWAN (general administrative network)."

In order to proceed with partner companies and external systems, ServiceNow has an interface called "Spoke".By preparing a connector that complies with SPOKE, it is possible to easily start data linkage than the API used for general system connections."Not only the cost reduction at the time of initial introduction, but also the operation load will be reduced. There is no need to check the operation on the use side in order to follow the frequently upgraded versions unique to cloud services."

Through SPOKE, collaborate with ServiceNow's Now Platform and partner services / applications

This Spoke has already linked with more than 850 systems worldwide, including tools for system administrators such as "Ansible", as well as SaaS products such as "BOX" and "Docusign".

Nozawa picked up and explained the Spoke development examples of domestic companies.NEC provides authentication linkage functions such as identity verification using My Number Card.DG Financial Technology has also developed a web payment system.The "R-Cloud Proxy for Servicenow" provided by the Bosy Systems is already available to connect LGWAN and Servicenow to the cloud.

By combining these Spoke, it is possible to organize one service on Servicenow while taking advantage of the local government's existing systems.At the briefing, a demonstration of services to receive a copy of the resident's card online using SPOKE and pay by Web payment was also introduced.

SPOKE is also available to improve the efficiency of local clerks in local governments, such as form output and linkage with RPA.In the future, he will be able to use SPOKE to cooperate with the Ministry of Economy, Trade and Industry's "GBIZID".

Solving the problem of local government DX is an important theme that is directly related to our lives.ServiceNow platforms are in a hurry to penetrate by strengthening cooperation with partners.

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