Service Catalog: Phase 2 project

Progress update - August 2025

Accomplishments

In August 2025, the IT Service Catalog: Phase 2 project progressed, increasing completion from 94% to 98%. The focus was on finalizing and reviewing Service Action Plans (SAPs), advancing measurable KPIs, and preparing services for Communications review.

• Incorporated Deputy Director feedback across multiple SAPs, including Productivity Suite, Telephony, Secure Connections and Network Connectivity.
• Finalized and advanced SAPs for Integration Tools, Policy & Governance, and Enterprise Architecture.
• Completed updates to Telephony and Secure Connections, including expanded coverage of VPN, ICA and firewall.
• Delivered in-flight handoffs and confirmed OKRs/KPIs for Data Services, DEX, and Integration Tools; integrated into enterprise tracking.
• Advanced ServiceNow portal configuration in accordance with Phase II goals.
• Strengthened leadership oversight and accountability through escalations, maintaining delivery focus.

Read the full update here.

Overview

Background

The current Service Catalog is too complex and difficult to use for WaTech customers. Most of our catalog is focused primarily on an IT-only audience with very industry-specific implementations of service names and descriptions. Some sections are out of date and others are duplicative. This makes it difficult for customers to understand how the various services, programs, and processes align with each other.  

This project will reimagine our current service catalog as more customer-focused and simplified. We currently have over 60 services/programs within WaTech. These services are not always clearly understood or put into clear customer/business focused terms. This project is the next step of service maturity and aligns with our strategic goals around a connected government and the delivery of clear business value.  

Vision

The desire is to make the Service Catalog less technical, more streamlined and customer-based so they can navigate the catalog and find the services they require more easily. The Service Catalog will be adjusted concurrently with service action plans (SAPs) to stay in line with each other.  

Project goals

NOTE: Objectives 1, 2, and 4 were completed in December 2024 during the first phase of the project. Objectives 3, 7, and 10 are being addressed in the second phase of the project.

• Objective 3: Implement Service Catalog services that can be ordered by customers into Service Now.
• Objective 7: Terms of Service (TOS) review and updates.
• Objective 10: Review of SAPs to ensure they are updated to reflect the catalog.