Digital Transformation of ESM Program Improves Customer Satisfaction for Government Agency

Modernized service management brings 15% YoY improvement in resolution time for cross-agency support tickets.

Challenge / Goal

A Canadian government entity which provides a comprehensive suite of enterprise IT services to internal government agencies, employees and public citizens looked to effectively scale their IT services management program for more comprehensive management of support tickets from capture to close. They wished to not only track the capture, logging and closing of tickets, but the entire ticket lifecycle to more effectively manage and fine-tune processes across agencies for improved customer service and higher customer satisfaction.


Bridgenext (formerly Emtec) designed and delivered a complete ITSM solution via BMC Remedy to replace a legacy HP OpenView environment for powerful service management capabilities. Our team built a solution that not only supports current IT service management needs, but also scales and extends to deliver additional enterprise business services in the future.

The solution was built in a fault-tolerant environment with integrations that include:

  • Oracle EBS to support financial chargebacks for usage
  • RightAnswers for end user self-service and knowledge management
  • ManageEngine for password management and simple resets
  • Business service request systems for driver’s license renewals, etc.
  • Seven additional monitoring solutions
  • Extensive onboarding support to ensure higher user adoption


  • The solution was well received and is now utilized by over 30 government agencies and 200+ contracted vendors for IT and business requests.
  • The modern end user interface provides a simple avenue for government employees to request IT software changes, building access and more.
  • All service requests now systematically flow between agencies for resolution, orchestrated with workflows.
  • Tickets which require multiagency support are tracked, measured and accountable against SLAs as defined by the agency.


Provincial Government


$2.47 billion


  • 15% YoY improvement in cross-agency issue resolution time
  • High visibility to minimize impacts
  • Single resolution point for multi-agency digital processes
  • 16% Reduction in ITSM license spend

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