Case Study: New York City Department of Health and Mental Hygiene achieves streamlined service requests and 90%+ SLA with ServiceNow

The New York City Department of Health and Mental Hygiene - Customer Case Study

The New York City Department of Health and Mental Hygiene (DOHMH), a large public health agency serving eight million residents, faced fragmented and costly service management: on‑premises IT systems were hard to customize and maintain, employees and citizens had no single place to request non‑IT services, and emergency and routine requests were difficult to track, prioritize and fulfill. These limitations led to duplicated or lost requests, low SLA performance, and high vendor and infrastructure expenses.

DOHMH migrated to the cloud‑based ServiceNow platform in 2014 to create a single portal for IT, HR, facilities and citizen requests and to automate workflows (e.g., emergency resource triage and print order fulfillment). The move reduced capital and customization costs, enabled faster in‑house workflow development, improved SLA achievement from below 80% to above 90%, increased accountability and tracking, and kept services accessible even when the internal network was down.

New York City Department of Health and Mental Hygiene

Jian Liu

CIO