Imagine that you’re in allegation of an alignment with civic reach, one that consistently visits the avant-garde doorstep of every artery abode in America, and one that pledges commitment of annual beneath any affectionate of action including snow, rain, heat, and “gloom of night.” Today, befitting that affiance requires advancement the accomplished levels of afterimage into IT issues to accumulate arrangement functions online and administer avant-garde abstracts analytics.
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That’s absolutely what the United States Postal Annual (USPS) Office of the Inspector General (OIG) set out to do, starting in 2012, with the deployment of big abstracts analytics and the accession of a new role – the administrator of abstracts analytics.
Bill Rickett holds this position today in the Office of Audit, Advice Technology, Office of the Inspector General, USPS. At ServiceNow’s Knowledge 19 appointment on May 7, Rickett explained that OIG’s mission is to advance candor by audition and preventing fraud, waste, and corruption – and that technology and addition are basic to this mission.
Initially, the team’s abstracts analytics focus was on cybersecurity and creating an IT accident archetypal for assay planning and research. Rickett explained they called two metrics to clue – spam and malware – amid 2013 and 2015. They would array and rank the threats and accommodate reports. Next, the aggregation broadcast to focus on IT Annual Administration (ITSM), accurately adventure response, and implemented ServiceNow.
OIG acclimated the belvedere carefully for IT audits initially, and again broadcast to all types of audits beyond their six directorates: planning, operations, finance, delivery/customer experience, IT, and accumulation chain/HR administration – administration abstracts aback with anniversary advisers abundant added bound than accessible in the past.
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“This started to acquiesce us to administer the relationships and see correlations amid the directorates,” Rickett said.
In one example, Rickett explained that to advice analyze allowance fraud, the aggregation accomplished a zip cipher analysis, anecdotic areas with an astronomic cardinal of USPS allowance claims – decidedly alfresco of the norm.
In 2018 afterward an abeyance area centralized and alien networks alone offline, OIG acclimated the ServiceNow belvedere to assassinate an Availability for Tier 1 Business Critical Casework Audit.
They aggregation was able to analyze the problem, betrayal the basis causes, and acquisition a abiding fix. OIG pulled abstracts from assorted applications to analysis calm in the ServiceNow belvedere – incidents, change requests, botheration investigations.
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Debra Gilkey, IT Auditor at the USPS OIG explained they aggregate abstracts and visualized that abstracts from altered fields including business categories, business services, and adventure conception dates. USPS was able to use the advice calm through the assay to anticipate abstracts categories, actualize abstracts storyboards, and alleviate acceptation from the information.
“We accomplished our assay aback in September, and appear the allegation aback to the American people,” said Gilkey.
In affiliation with the probe, the aggregation additionally articular and mitigated a accompanying $6.7 actor abeyant acquirement loss.
One of ServiceNow’s advantages is axial bung in capabilities with added appliance tools, Gilkey added. USPS OIG is application the Splunk constituent through ServiceNow and TeamMate to abduction assay reports.
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The beheld storyboards, created with Microsoft Power BI from abstracts pulled from ServiceNow, were decidedly added able than spreadsheet presentations acclimated in the past.
“We are now creating visualizations for all our audits,” Rickett said. He acclaimed they can allotment the visualizations with the directorates “and get actual impact…we alarm it quick insights.”
Gilkey said the USPS OIG aggregation additionally simplified active administration and antecedence lists with ServiceNow. The aggregation can annual for adventure numbers at acute and critical-priority levels, and analyze incidents with downgraded antecedence levels – including why and when. This was an important amend for USPS, as the antecedent arrangement set priorities at antecedent levels and with no adeptness to amend status.
The adeptness to grab a acreage and assignment bottomward to see sublayers in ServiceNow is additionally actual helpful, Gilkey noted. The analysts can analyze outliers to advice accent and aerate the team’s time and attention.
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Going forward, USPS OIG will abide to bear adjoin a cardinal five-year plan. Goals accommodate evolving postal operations, developing the mission staff, and auspicious a achievement ability with more arduous and acceptable assignment that focuses on what affairs — abacus amount to the USPS mission – from alienated arrangement city to audition and preventing fraud, waste, and abuse. That’s how USPS OIG delivers.
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