On the 29th of October 2019, ServiceNow partnered with The Minister for Customer Service and the Department of Customer Service to seek ideas on how citizens can better engage with the government.
As said by the Hon. Victor Dominello:
“Governments have to be brave enough, humble enough, and caring enough to ask for feedback in a way that is intuitive and easy – then act on this feedback to improve services”
The brief was simple; Create innovative new ways for Government to engage with the community and deliver a better citizen experience.
After consideration of the challenge brief, TMLabs’ proposal was directed towards addressing one of the NSW Premier’s priorities of “Greener public spaces”. The team wanted to build a solution that would make a citizen more engaged with the government, and to ensure that the government found it easy to close the loop with their citizens.
This was achieved by using a wide array of ServiceNow’s features such as Customer Service Management (CSM), Virtual Agent, mobile app, Single Sign-On (SSO) with various social media sites and integrations (Google Map, data API).
A total of 13 ideas were submitted on the day. TMLabs had a team of 3 who operated in true lean and pragmatic fashion. That showed when they were selected as one of the 5 finalists which meant they got to pitch their idea in front of the Hon. Victor Dominello, David Oakley (VP of ServiceNow ANZ) and Amelia Loye (founder of engage2)!