Digital Transformation Journey Focuses on Service Excellence

World Vision is a worldwide community development organisation dedicated to working with children, families and communities to overcome poverty and injustice. As a not-for-profit (NFP) organisation, the important work that World Vision Australia (WVA) does relies on the support of generous Australians, and it works hard to ensure all resources are used as efficiently and effectively as possible to bring maximum support to those in need.

Challenge

As part of a broader digital transformation and organisational change program, WVA embraced a project to modernise IT service management at an enterprise level. A new service management portal would accomplish the organisation’s initial goal of enhancing user experience and IT efficiency.

WVA began looking for technologies that were intuitive and easy to use and would minimise the amount of time spent on IT support – for both employees and the service desk. However, with the ultimate goal of rolling out even more corporate functions in the future, WVA realised it would need a broader service delivery platform.

Solution

With a strong track record of working with, and understanding not for profit organisations, DXC’s global ServiceNow practice (a ServiceNow Global Elite Partner), was brought in as strategic implementer and service provider.

DXC’s innovative service portal offering, Horizon, was seen as the ideal approach for WVA. It would not only facilitate implementation for IT service management, but also maximise enterprise value by offering the opportunity to support more business functions in the future.

Change management to ensure user adoption was also key to success. DXC operated alongside the internal WVA team to accelerate implementation of the IT service platform while facilitating the digital journey. Leveraging DXC's expertise, WVA seamlessly transformed its old ways (manual processing, low visibility of issues, and users accessing support via email, phone and in person) to a modern digital experience.

Results

DXC and the ServiceNow solution have taken WVA to the next level by helping create a centralised, modern self-service portal which is saving time to solve IT issues and enabling increased focus on business-critical work.

With processes automated, users receive faster acknowledgement of issues lodged and ongoing ticket status updates (which are also user searchable), so the load on IT staff is significantly reduced – while users have 100 percent visibility.

The organisation has quantified savings and estimate approximately 40 hours per month – equating to around five-man days across the support desk per month – have been saved already, which, at this early point in the project, is an extremely positive sign. WVA expects this to increase significantly over the coming months.

The solution has also had a profound impact in terms of creating a positive identity for the IT team, which in turn has substantially enhanced customer perception. As self-service is expanded to other areas of the business, such as HR, Finance, Property and Legal, WVA expects to see the benefits increase, with a much more consistent experience across the organisation.

DXC created a true partnership with WVA, ensuring value and effective knowledge transfer for future internal self-sufficiency.

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