State railway on track with optimized employee self-service portal

As employee expectations rise and organizations seek greater efficiency, intuitive self-service has become critical to delivering a modern digital workplace. DXC helped a leading Australian railway operator transform its ServiceNow portal into a streamlined, enterprise-wide self-service platform. Using a human-centred design approach, DXC simplified navigation, improved content management, and enhanced the employee experience, enabling staff to find in-formation and complete requests more efficiently.

The result was significantly higher self-service adoption, with a 27.5% increase in portal traffic and more than 95% of IT requests submitted through self-service, creating a scalable foundation for ongoing digital workplace improvements.

Legacy portal struggled to scale

The employees of this state-owned railway operator were finding it challenging to access information and support with its existing ICT portal. The organisation had an out-of-the-box ServiceNow portal that was originally established to service IT requests. Without a clear strategy in place, it had grown rapidly to include many other business functions such as HR, legal, finance and marketing, creating a fragmented and increasingly complex user experience. Staff often needed to send emails or make phone calls to complete requests, while navigating the portal and locating information was time-consuming and unintuitive.

With self-service adoption remaining low and the existing approach no longer able to scale, the organization needed a clear vision and roadmap for a single, enterprise-wide self-serve experience.

Transforming self-service

DXC was selected to support the organization based on its extensive ServiceNow experience and successful track record of transforming employee self-service utilizing a human-centred design approach.

DXC worked with the railway operator to create a scalable vision for enterprise self-service. By redesigning the portal’s information architecture and simplifying content management processes, DXC improved the user experience while enabling business users to manage content more efficiently.

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Intuitive and insight-driven

The new portal is a significant improvement on the legacy solution. Thanks to its human-centred design principles, the railway operator’s staff can now fully self-service without the need for training or having to constantly seek assistance with their day-to-day tasks.

Optimized user experience

DXC guided the railway operator in establishing a holistic vision and roadmap for creating an optimized enterprise self-service solution incorporating a tailored, leading-edge design.

E-commerce-like enhancements include the display of recommended requests and articles, revamped catalogue and knowledge taxonomy, and an optimised ticketing solution where tickets can be filtered quickly and statuses are readily available.

A bespoke portal analytics application was also delivered providing the railway operator’s admins with simple and clear metrics around the portal’s self-service adoption performance.

Results at a glance

27.5% increase in self-service traffic
95.2% of IT requests submitted via self-service
63.5% increase in viewership to HR’s Knowledge Base
19.8% increase in viewership to ICT’s Knowledge Base
96.9% of Marketing requests submitted via self-service
89.2% of Legal requests submitted via self-service
88.1% Asset Management requests submitted via self-service
8.8% increase in HR requests submitted via self-service
8.2% increase in regional ops requests submitted via self-service

Positioned for what's next

Since the go-live of the new portal, the railway operator has realised significant employee uptake and engagement. By harnessing the full potential of the new ServiceNow solution, and with the newly gained visibility on the enterprise portal’s performance, the railway operator will continue to optimise employee experience and increase self-service adoption.