ServiceNow Modernization & Government Cloud Transformation
Client: California Health & Human Services Agency – Office of Technology & Solutions Integration (OTSI)
Engagement: CWDS ServiceNow Enablement, Platform Modernization & FedRAMP Cloud Migration
• ServiceNow Engineering & Governance Lead
E.K Associates served as a long-standing modernization partner to California’s statewide Child Welfare Digital Services (CWDS) initiative, advancing its ServiceNow ecosystem from foundational deployment into a resilient, scalable, government-grade operating platform. Working alongside state leadership, we strengthened digital service delivery for mission-critical child welfare operations across counties, probation entities, and state agencies.
We engineered, optimized, and governed multi-module ServiceNow capabilities—including IT Service Management (ITSM), Customer Service Management (CSM), Security Incident Response
(SIR), Governance Risk & Compliance (GRC), and automation frameworks that supported thousands of caseworkers, technical staff, and program users across California.
Our role extended beyond implementation — shaping platform strategy, accelerating innovation, and enabling statewide digital transformation outcomes.
The E.K Advantage
Modern ServiceNow Engineering & Continuous Improvement
We automated workflows, stabilized operations, and improved user experience through platform enhancements, performance tuning, and solution hardening.
Secure, Government-Ready Cloud Transformation
We led the transition of CWDS ServiceNow environments from commercial cloud to FedRAMP GovCloud — orchestrating planning, execution, validation, and compliance enablement with minimal disruption.
Enterprise Automation & DevOps Efficiency
We implemented Automated Test Frameworks (ATFs), transitioned legacy processes into Flow Designer, and delivered ServiceNow–JIRA proofs of concept to improve deployment speed, collaboration, and governance.
Key Features & Work Performed
1. Multi-Module Platform Evolution
• Implemented and supported ITSM, CSM, SIR, and GRC capabilities aligned with statewide child welfare workflows.
2. Automation, Testing & Operational Maturity
• Developed ATFs validating major workflows, integrations, and releases for repeatable, risk-reduced deployments.
3. Next-Generation Workflow Architecture
• Re-engineered legacy customizations into Flow Designer automation for maintainability and scalable execution.
4. Cross-Team Collaboration & Integration Enablement
• Built ServiceNow–JIRA integration concepts aimed at enhancing DevOps transparency and bi-directional data alignment.
5. Sustained Platform Operations & Optimization
• Provided production support, enhancement delivery, and demand management ensuring platform reliability and responsiveness.
6. FedRAMP GovCloud Migration Leadership
• Planned and executed the transition of CWDS ServiceNow environments into compliant GovCloud infrastructure, including documentation, coordination, testing, and readiness activities across all stakeholders.
7. Strategic Upgrade Roadmap Execution
• Performed multiple version upgrades through the Yokohama release— ensuring continuity, compatibility, and change adoption.
8. Platform Governance & Ongoing Partnership
• Continued to architect, optimize, and steward ServiceNow capabilities to align with California’s statewide digital transformation goals.
Impact Delivered
✔ Strengthened public-sector digital services supporting child-welfare outcomes
✔ Improved resilience, automation, and scalability of the statewide ServiceNow ecosystem
✔ Reduced operational friction with continuous modernization and cloud-native capabilities
✔ Accelerated release cycles and minimized risk through testing automation
✔ Achieved secure FedRAMP-aligned cloud hosting to protect sensitive child welfare data
