Case Study: City of Raleigh achieves consolidated IT services, reassigns 9 FTEs and cuts records-request time by 50% with ServiceNow

Raleigh, North Carolina builds world-class services to match world-class quality of life

Raleigh, North Carolina—a city of nearly 500,000 residents and about 4,300 employees—faced fragmented IT service delivery across roughly 20 departments, with five different service-management systems, ad hoc email/phone requests, and no customer-facing portal. That fragmentation created poor visibility, duplicated work, and inefficient processes that kept staff from focusing on citizen services.

Raleigh deployed the Now Platform (ServiceNow ITSM, ITBM, ITOps) as a single enterprise service platform and rolled out a user-friendly enterprise portal. The consolidation replaced six point solutions, unified seven departments on one platform, automated routing and workflows, and enabled self-service. Results included reassigning nine FTEs to citizen services, a 50% reduction in time spent processing public-records requests (about 200 hours saved/year), and roughly $365,000 in annual savings, plus stronger cross-department collaboration and improved transparency.

City of Raleigh

Beth Stagner

Director of Enterprise Applications and Data