The agency wanted to build a culture of self-service where employees could find their own answers while feeling connected to the organization. The agency knew that they had to consolidate information and various websites contained within multiple systems and put it within a central location. Wonder was able to do what the out-of-the-box portal builder could not do. Wonder allowed the agency to build portals that contained all the information an employee needed in one central location without having to go digging for it. The Wonder tool also allowed employees to find the answers to the questions they were looking for while at the same time consume organization information that was important to them.
The agency was able to achieve several key tangible and intangible benefits after implementing Wonder. The first benefit they experienced was a substantial cost savings due to achieving an addition 6% increase in their self-service rate. This led to millions of dollars in cost savings each year since team members could rely on the portal for information versus calling the help desk. Wonder also allowed the agency to consolidate disparate systems into Wonder saving the company time and money in maintenance costs, security patches, and server management since all of the information was stored through Wonder by leveraging their Servicenow environment. The agency also saw an increase in employee engagement and satisfaction since they could easily find information about the organization that affected their career and impacted their working environment.