Case Study: Washington State Department of Health achieves 50% faster IT service delivery and 90% customer satisfaction with ServiceNow

Washington State Dept of Health slashes IT service delivery times in half

The Washington State Department of Health (DOH), a 1,000+ employee agency responsible for programs from drinking water to emergency preparedness, needed to modernize IT to better support its mission. The IT team wanted an IT-as-a-Service model but was hindered by more than 20 disconnected ticketing and request systems, limited end-to-end visibility, no cost transparency, and a cumbersome user experience.

DOH implemented The Now Platform with ServiceNow IT Service Management and IT Operations Management, consolidating systems, launching cross‑functional workflows (IT, facilities, HR) and establishing a Continuous Service Improvement governance model. In one year the agency delivered nearly 600 improvements, grew from 25 to 90+ workflows, cut average service delivery time in half (six to three days), reduced service delivery costs by 50%, achieved 66% self-service adoption, and raised customer satisfaction from 77% to 90%.

Washington State Department of Health

Amy Wilson

Enterprise System Support Supervisor