Strategic Platform Assessment for a Federal Government Department
A Federal Government Department
About this project
Our Role
The Department manages a vast array of external stakeholder interactions across a fragmented landscape of systems specific to individual teams, resulting in inconsistent data management. The CIO identified a need to consolidate these tools into a common platform for contact and work management. MXA was engaged to assist in the strategic procurement process to select the most appropriate platform, evaluating Salesforce, Microsoft Dynamics, and ServiceNow.
The Challenges
Historical tracking of contact details and interactions was performed across a fragmented landscape of team-specific systems. This resulted in varied levels of usability and inconsistent data management practices. The Department needed to implement a solution that was modern, user-friendly, and easily customisable by different teams, while ensuring the consistent and responsible use of sensitive information.
Our Approach
MXA facilitated a comprehensive market research and assessment process, looking beyond marketing collateral to understand practical realities. We met with CIOs and senior government executives who had previously implemented these platforms to gather lessons learned. We engaged with technical specialists from the vendors to validate capabilities against requirements. We assisted the CIO team in articulating problem statements and establishing weighted criteria, then synthesised this data into a recommendation supported by a strong decision narrative and presented the business case to the ICT Committee and Executive Board.
Results
The strategic recommendation was accepted by the Department's top executive. The Department selected ServiceNow for simplified contact and work management use cases, while retaining existing investment in Microsoft Dynamics for more complex solutions. This provided the executive with high confidence in the decision and the rigorous process followed. The Department can now plan with certainty for the longer-term future of its automation solutions, projected to significantly reduce rework and improve efficiency.
