Auckland TransportFrom paper to pixels
Fujitsu has helped Auckland Transport (AT) successfully implement ServiceNow to digitally transform manual and paper-based tasks. AT has streamlined and simplified processes to reduce operational costs and improve customer experience.
Challenges
Auckland Transport was experiencing significant challenges from both Customer Service Experience and Employee Service Experience perspectives due to the paper-based forms and error-prone manual processes underpinning their business.
Solutions
AT has fully digitised the process for people who are applying for a driveway entrance / footpath vehicle crossing. The new solution provides a workflow that is easy, unified and transparent.
Outcomes
- 20% cost reduction in processing applications
- 100% visibility into workloads, volumes and service levels
- 12 weeks to complete from definition workshop to Go Live
“The experience working with the Fujitsu team has been fantastic. Not only have they been highly collaborative and a very responsive partner to work with, but they have brought out the best in ServiceNow and taken our customers with them every step of the way."
Roger Jones, Chief Technology Officer, Auckland Transport
20%
cost reduction in processing applications
- Industry:Public Sector
- Location:New Zealand
- Customer's website
About the customer
Auckland Transport (AT) is a council-controlled organisation in New Zealand responsible for all the Auckland regions transport services, from roads and footpaths, to cycling, parking and public transport. AT’s purpose is to tiaki all who use transport in Tāmaki Makaurau, Auckland. For AT, tiaki is to care for, enable and deliver a transport system that contributes to a more thriving and sustainable city.
