Meet Dean Mortimer, Practice Lead in the Agilisys ServiceNow team.

Tell us more about your role at Agilisys heading up the ServiceNow practice.

I’ve been brought into Agilisys as a partner, to build the brand new ServiceNow proposition and support our propositions in unlocking the benefits the ServiceNow platform offers to customers across the public sector. By leveraging our extensive digital transformation expertise in areas such as local government, healthcare and blue light, and adding the capabilities of ServiceNow, we can work with our customers to overcome more of their challenges, drive efficiencies and improve services for their customers. It’s hugely exciting!

Why does working with public sector excite you?

ServiceNow has been used to transform organisations across multiple sectors for almost two decades – and I’ve seen first-hand how transformative it can be. Yet, it still only has a small penetration rate in verticals that Agilisys specialise. The opportunity to showcase the work my brilliantly talented team has done in other sectors and apply it for the good of public services is immense. When you think about how many people can be positively impacted by our work, you can’t fail to be excited.

What positive outcomes can ServiceNow deliver across public sector organisations?

The list is long! ServiceNow can transform everything from the frontend user experience through to the traditional back office. The core strength of ServiceNow is bringing parts of an organisation together in a single cohesive platform, with a unified user experience right at the front and the heart of everything that it does.

That doesn’t necessarily mean replacing specialist IT solutions in departments where they’re needed…we wouldn’t look to replace the finance system that deals with council tax, or strip out legal case handling solutions for social services. What ServiceNow can do is interface and orchestrate those activities in the front end and bring them all together in a single presentation layer so that everybody has the same experience, citizen or staff, whether they’re dealing with a missed bin collection, paying council tax online or whatever.

Does this mean you can take cost out of the organisation?

I like to think of it as putting value back into the organisation by reducing friction in processes, automating repeatable tasks and simply making life better by releasing costs benefits back to authorities to be able to have the funds execute on initiatives that will directly benefit citizens.

Continuing the bin collection idea, as a citizen I must go to a website to raise a bin collection failure, that then gets backed off to an office where the request is vetted, it’s then passed to the refuse team who then have to go and book a lorry to go and collect it. ServiceNow will push all those activities thanks to automation and orchestration without any hands or eyes on them.

You can potentially take multiple steps out of a process, just by having predetermined task driven activities, which delivers cost savings and effectiveness.

The same applies in the NHS. I’m somebody who has unfortunately used A&E a lot, mainly for sports injuries. The process is all a bit traumatic in an already traumatising situation because you get to A&E, you have to walk up to the check in desk, give all your details to a person at a desk in a room full of people. Imagine if you had a portal that you could pre-input all your details before you even got to A&E, and then that information was orchestrated to triage, and then to the potential consultant or to the nurse. I’m told there are multiple systems to go through from triage to sitting in a bed in a cubicle. The efficiencies that can be made by using ServiceNow to orchestrate those activities is huge.

Finally, how will your experience of ServiceNow and your background in using the platform help you to deliver better outcomes for citizens?

I’ve worked with the platform for 11 years, implementing the technology in numerous sectors including finance and manufacturing. I’ve worked in the UK, Europe and America. That experience means I can understand where the value can be extracted the quickest and, crucially, I understand how to leverage the platform for the benefit of customers and their users, which means the ROI can develop and build quickly. By treating ServiceNow as an asset, its impact can be multiplied over time, especially when deployed correctly with a medium to long term strategy in mind.

The best partnerships have an unwavering focus on the business challenges and changes needed – which for the public sector means improving outcomes for millions of people – and then look at how technology including ServiceNow can be applied to achieve these goals. Technology is only effective if it leads to meaningful, lasting improvements and is the right fit, and it’s unlocking this potential that really excites me.

Learn more about the Agilisys ServiceNow practice and meet the rest of our team.