Government Agency INDOT Modernizes Its Constituent Service Model with CitizenKey

The Indiana Department of Transportation (INDOT), one of the state’s largest government agencies, is responsible for designing, constructing and maintaining interstate highways, U.S. routes, and state roads in Indiana. INDOT’s oversight, maintenance, and repair work includes adjacent overpasses, ramps, traffic control devices, and signs and traffic signals along statewide roadways.

With a strategic vision that includes customer centric service over the next several decades, INDOT needed a streamlined process that would allow constituents (namely citizens) to act on their observations. A revamped self-service model would enable travelers to report roadway concerns, submit repair requests, and obtain access to helpful information concerning transportation around the state.

By utilizing Thirdera’s CitizenKey offering— modeled after ServiceNow’s Public Sector Digital Services product—INDOT has unlocked a modernized service delivery experience for Indiana citizens. Typical requests and concerns (such as reporting potholes, requesting road repairs, or gathering construction information) are now easily mitigated with a self-service model designed for future growth and sustainability.

Key Challenges

	INDOT’s previous service management application was outdated. It suffered from a lack of consumer-centric service options to make the submission process easy and fast.
	Without a centralized data model, INDOT operated with limited insight into current issues and projected workloads. This lack of insight contributed to problems with project ownership since staff members had minimal audit capabilities to review and track new requests as they were received.
	INDOT could not communicate with constituents beyond a basic phone call and email interface. The previous experience was labor intensive and outdated. The old system lacked many upgrades that modern portals provide to create an immersive, interactive, and consumer-like experience with a government agency.
	Transportation agency team members needed real-time insight into priority issues and projects. When citizen safety may be on the line, a lack of automation and minimal reporting capabilities can hamper the ability to see and finish customer inquiries promptly. These bottlenecks made it difficult for the agency to operate efficiently and drive service for customer satisfaction.

INDOT took the initiative to revamp its system. Throughout the development journey, INDOT’s primary goal was to comprehensively redesign the customer service experience in a way that paid homage to its core mission and values. INDOT is committed to delivering customer satisfaction. This process required a complete re-engineering of past service models built using outdated tools and software.

The problem was two-fold. Primarily, Indiana’s citizens lacked the confidence their inquiries were being heard and acted on. On the other hand, the agency was driving to overcome legacy service management tools that no longer held up to contemporary expectations.

Our Solution

INDOT’s previous framework lacked persona-based services that could provide a customized experience for citizens and staff alike. By partnering with Thirdera, these qualities became intrinsic with the introduction of CitizenKey—a ServiceNow-certified offering that streamlines service management tasks for public sector organizations—and an innovative, omnichannel approach to service delivery.

The solution gave INDOT access to valuable features, including categorizing roadway services and providing up-to-date transportation information.

The INDOT4U portal was deployed using the Thirdera Customer Portal with pre-built service offerings for highway, road services, and constituent inquiries. In addition, it deployed seamless bi-directional integration with its telephony, traffic, and field service management systems, resulting in increased productivity.

Thirdera’s solution also consolidated seven separate agency processes into a single robust model driven by a Knowledge-Centered Service (KCS) model. The KCS model continuously improves efficiency by capturing collective knowledge, patterns, experiences, and learnings over time.

The Result

With Thirdera's CitizenKey offering, INDOT elevated constituent experiences through a unique omnichannel approach. This change resulted in tangible benefits to constituent satisfaction, self-service adoption rates, and agency productivity. “CitizenKey has been a game-changer for INDOT and our constituents. From the ServiceNow portal to the underlying processes, it’s a very user experience-focused offering that has significantly simplified all phases of the service experience, from submission to completion,” states Lisa Wisely, INDOT’s Transportation Services Customer Satisfaction Manager.

These results are valuable to government agencies like INDOT that aim to deliver a consumer-centric experience while maintaining high standards for compliance, regulatory protocols, and safety or security standards within the jurisdiction.

Thirdera’s revolutionary service management offering allows the Indiana Department of Transportation to adhere to its core values. At the same time, INDOT can prioritize current transportation-related high priority needs and continue to deliver supportive experiences to constituents without delay. When asked about the experience with Thirdera, Wisely stated “I have nothing but great things to say about Thirdera. The ingenuity and practicality of CitizenKey is reflective of their platform talents and expertise. We found a business partner who understands and prioritizes customers as much as we do.” Thirdera’s CitizenKey offering —supported by the technical and consultative guidance the Thirdera team provides—enables INDOT to optimize its resources, increase overall efficiency, and deliver a service experience today’s constituents expect and deserve.

About Thirdera

As the largest global pure-play ServiceNow partner, Thirdera is a trusted Elite ServiceNow partner focused solely on improving and innovating the way our customers leverage the ServiceNow platform. Our experts possess authoritative capabilities and skillsets spanning the entire Now Platform. This extensive platform expertise allows us to understand our customers’ needs and deliver tailored solutions that solve business challenges.

Contact us today to discuss your next project, and enter a new era of ServiceNow partner experience.