Workflow Automation Solutions :: ServiceNow
U.S. Department of Education (ED)

VisualPoint transitioned the U.S. Department of Education (ED) Customer Service Center (CSC) from a legacy system to the ServiceNow Platform.  In doing so they have realized enormous benefits ranging from better customer experience to improved management visibility. 

The implementation leverages ServiceNow’s IT Business Management with Project Portfolio Management (PPM).  The PPM module allows project managers to track and report on complex renovation projects, with collaboration at a level beyond traditional tools like MS Project.  The Project Workspace allows the team to create, track, and monitor project status and KPIs in a single location.  The resource management capabilities allow Project Managers to forecast staff and resource allocation, giving visibility into the resources that are truly available at any given time.

Our team also extended IT Service Management to tract facilities requests, and App Engine to manage auditorium reservations and facility lease management.  Leveraging ITSM has allowed service providers to restore service faster, with intelligent routing based on request type.  Our senior integrators have allowed ED to fully leverage and extend the capabilities of the ServiceNow platform.

As the foundation for all digital workflows, ServiceNow has given ED a process automation solution that provides powerful insights by connecting people, functions, and systems across the enterprise.

Robotics Process Automation (RPA) :: UiPath
U.S. Department of Agriculture (USDA)

By implementing UiPath’s enterprise offering, USDA maximized ROI by allowing numerous agencies to leverage the same infrastructure, support staff and licensing.  The solution is cost-effective, auditable and one of the most effective programs in the Federal Government, as measured by GSA maturity matrix.  VisualPoint was instrumental in building, operating, and maintaining a secure and scalable IT platform for development, testing, and production.  Thanks to an aggressive team effort, the program moved from pilot to deploying at scale in less than two years.

A benefit of the centralized Service Management Office is the elimination of repetitive efforts and cost.  The use of a shared Git repository ensures knowledge sharing and eliminates duplicative effort.  Once a bot is developed to interface with a given system, other teams can modify it instead of starting from scratch.  This has proved invaluable for common systems like the Financial Management Modernization Initiative (FMMI) system.  Many bots that interface with FMMI use the same infrastructure, licensing and code segments.

Our resources have been instrumental in navigating challenges unique to the program, like unattended automations using service accounts to access systems normally requiring MFA.

The vast majority of automations are unattended, meaning no human oversight or input is required.  This approach allows for improved employee engagement with a focus on high-value work. 

According to GSA’s Federal RPA Maturity Model, the USDA program already scores a 4/5, with a substantial pipeline from nearly all agencies.  The USDA program is a trailblazer in the Federal Government, and we’ve been there every step of the way. 

Contact us today to learn how we can help your organization!