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SFMTA’s journey to digital transformation

We have been living in the digital age since the introduction of computers in the 1970s. There is no question that the 21st century revved up this transformation with the introduction of Software as a Service, network and cloud computing, artificial intelligence, and automation.

With more than 88% of Americans using the internet, it is essential that government agencies use the kinds of tools and technologies that the public has come to expect. Yet limited IT resources and budget restraints hold them back.

Driving digital at SFMTA

The San Francisco Municipal Transportation Agency (SFMTA) oversees the city’s public transportation system. SFMTA was challenged to find a better solution for workflow automation to help drive its digitalization efforts.

In 2013, SFMTA started using SharePoint as its main document management system. Virdis Gamble, Productivity Services Manager, realized that the out-of-the-box SharePoint workflows were too limited in capability. The SFMTA needed a better solution for workflow automation and began evaluating options.

They explored workflow automation options. One met their requirements but also involved a lot of coding, servers and too long of a deployment time. Then Gamble and SFMTA evaluated Nintex and recognized it would provide both superior ease of use and the ability to create complex workflows without code. These are major advantages for any organization, but particularly for those with significant automation needs and small IT teams. SFMTA standardized on Nintex for all its workflow automation and digital forms needs.

“A quick change is possible with Nintex, it just means going directly into the workflow, making the change, and trialing it on test servers before implementation. There’s no rigmarole, you don’t need developers. It’s a much cleaner solution.If you have limited resources in IT, you can rapidly fire away with Nintex.”

— Virdis Gamble, Productivity Services Manager, SFMTA

Nintex in action at SFMTA

SFMTA worked with Nintex partner KnowledgeLake to migrate the agency’s paper forms and documents into digital forms and workflows with Nintex. Today, SFMTA has been using Nintex for more than eight years.

Some of the processes SFMTA automated with Nintex are:

  • Employee alternative work schedule requests
  • Return-to-work requests
  • Video surveillance requests

These small transformations have produced big results for SFMTA, from time savings to streamlined processes.

Across the agency, more than 100,000 workflows are executed each year. With each process they automate and digitize, the SFMTA sees more and more value from its investment in Nintex. SFMTA plans to build more workflows and forms, and is also considering how it can leverage Nintex capabilities such as process mapping to improve operations.


Interested in learning more? Read the case study here.

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