Service Portal / Intranet
The Henry M. Jackson Foundation
We created a digital experience that puts content management and employee communication in focus.
View Case Study
The European Space Agency (ESA) serves 22 member states in shaping Europe’s space capabilities. With over 2,200 employees — including scientists, engineers, and IT specialists — ESA runs critical space programmes, advances satellite-based technologies, and supports Earth and space research to benefit society.
ESA relied heavily on email for service requests, leading to long turnaround times and pressure on service teams. The organization worked with multiple contractors to deliver services, but coordination was difficult with no unified service desk view or integration across systems. This lack of centralized knowledge led to manual reporting processes and made it hard for users to get the help they needed.
The organization needed a solution to improve service delivery, unify provider processes, and enable real-time insights while enhancing the user experience for global external audiences.
NewRocket partnered with ESA to launch TellUs, a web-based customer interface system built on the ServiceNow® platform that transforms external access and backend operations.
ESA introduced a centralized portal, accessible via Single Sign-On, where external users can submit requests, report issues, or open complaints using customized web forms.
The portal supports Incident, Problem, Change, Release, Request Fulfillment, and Knowledge Management processes, backed by a CMDB tracking over 3,500 configuration items.
ESA’s service contact email was integrated directly into its ServiceNow instance, empowering first-line operators to be as productive as possible with a streamlined intake process.
Users can now search a curated knowledge base and service catalogue to find answers before submitting requests, significantly reducing ticket volumes.
Through its partnership with NewRocket, ESA created a more responsive, efficient, and user-friendly service experience with outcomes like:
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“We have created a significantly improved experience for external users accessing our data and services from the public internet … Productivity for our first-line operators has also improved.”
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