Results
Applications
This Arizona state agency plays a vital role in delivering programs and services that support individuals, families, and communities across the state. With a mission centered on improving quality of life and expanding access to critical resources, the organization relies on a distributed workforce that operates both in offices and in the field.
As an existing ServiceNow customer, the agency sought to further leverage the platform to improve internal processes and better support employees delivering services to the public.
"Our In-state Travel Reimbursement app was a big success. Working with [Ondaro] has been great. [Ondaro] did a great job managing the project on [their] side."
— Client representative
The agency’s travel reimbursement process was highly manual, time-consuming, and difficult to navigate. Employees were required to complete lengthy forms and follow inconsistent processes to submit claims, often resulting in delays and frustration.
For field-based staff, who frequently travel to support communities across the state, this created a significant burden. Submissions could take weeks or longer to process, and the complexity of the process discouraged employees from submitting claims altogether.
The lack of automation and standardization also limited visibility into travel activity and costs, making it difficult for leadership to track trends or make informed decisions.
The agency recognized the need for a more intuitive, efficient, and scalable solution to support its workforce and operations.
The agency partnered with Ondaro to design and implement a custom travel reimbursement application on the ServiceNow platform.
The solution focused on simplifying the end-to-end experience for employees while introducing automation and structure behind the scenes. A modern, intuitive interface replaced legacy forms, making it easier for users to submit and track reimbursement requests.
Automated workflows standardized the approval process, reducing manual effort and improving consistency across departments. Integration with mapping services enabled accurate mileage calculation, further streamlining submissions and reducing errors.
In addition, the solution introduced reporting and dashboard capabilities, giving leadership greater visibility into travel patterns, usage, and operational insights.
By combining user-centered design with platform automation, the agency transformed a previously complex process into a seamless, efficient experience.
The success of the engagement was driven by a strong partnership between the agency and Ondaro, with a shared focus on improving the employee experience.
Ondaro worked closely with stakeholders to capture the voice of the user throughout the design and development process, ensuring the solution addressed real-world challenges faced by field staff. This collaborative approach helped align the solution with both operational needs and user expectations.
Through a structured and agile delivery model, the team delivered a solution that not only met immediate needs but also established a scalable foundation for future enhancements.
The result is a modern, efficient reimbursement process that better supports employees in their work; allowing them to focus on serving communities rather than navigating administrative hurdles.
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