Case Study
Wyoming’s Trail Decal Registration Process Goes Fully Digital
Key Project Indicators
~ $130k
Generated from transactions within the first 4 months
~ $16,500k
Decals purchased within the first 5 months
Client
Wyoming State Parks Trails Program
Services Provided
ServiceNow expertise
Data architecture
Integrations: Transafe Payment Processing, USPS Address Validation
Citizen Services Workflows
01
Overview
Servos with Wyoming’s State Parks and Trails Program
After having to cancel previous modernization efforts and revert to manual workflows, the Wyoming Trails Program needed a trustworthy platform and implementation partner to streamline their off-road vehicle (ORV) and snowmobile registration decal purchase and fulfillment process.
We collaborated with the Trails Program to deliver the necessary features and workflows within just four months. This included establishing a modern online shopping experience for citizens, as well as a tracking system for internal use by the Trails Program, selling agents, and third parties.
02
Challenges
Manual Workflows
The Trails Program had to navigate a dated process, relying on manual workflows to track, manage, and deliver decals to selling agents and constituents. This often led to fulfillment delays and “out-of-stock” bottlenecks, frustrating both customers and the agents who depended on accurate, timely information.
Cumbersome Tracking and Management of Orders
Without automated record-keeping, Trails Program staff were forced to sift through extensive paperwork, increasing the risk of human error and making it more challenging to reconcile orders and inventory levels. This fragmented approach limited real-time visibility, making it difficult to forecast demand, manage stock, and respond quickly to any issues.
Lack of Visibility
The absence of centralized, digital oversight made verifying in-store transactions time-consuming and prone to inconsistencies, potentially undermining proper enforcement and accountability. For example, when customers claimed they had lost their decals, tracing the date of purchase at a specific selling agent location was not always reliable.
Customers also sought clearer insights. They hoped to find all relevant purchase information in one place, including details on associated fees and donations. Understanding how these fees were applied and how donations would be used, gave customers greater assurance and confidence in their decisions.
03
Process
Building a Future-Ready ServiceNow Permitting System
We translated the identified requirements into a system architecture aligned with best practices on the ServiceNow platform. To enhance efficiency, we developed customized list views for key administrative user roles, including selling agents, fulfillment staff, and Trails Program team members. These tailored views streamlined the management of incoming decal requests, enabling users to better organize and prioritize their tasks. This approach not only advanced the goal of delivering a permitting system aligned with the Trails Program’s objectives but also supported long-term scalability and positioned the team for future growth.
Collaboration
We worked with multiple entities throughout this project, including the Wyoming Trails Program and the Division of State Parks, Historic Sites, & Trails (SPHT), under which the Trails Program operates. We also partnered with Enterprise Technology Services (ETS), which was responsible for project management and future support of the permit system.
An engaged product owner on the Wyoming Trails side actively supported effective collaboration and partnership, enabling us to gather core system requirements and identify key enhancements aimed at improving both staff and constituent experiences.
Approach
Our “Work Smarter” methodology provided a clear framework for executing the project. In the initial phase, we conducted discovery sessions, gathered detailed requirements, and held design workshops to capture the Trails Program’s main goals and pain points. From there, we progressed through subsequent phases—ideating the overall solution, executing the planned work, validating through user acceptance testing, and delivering post go-live support until a full transition was successfully completed.
04
Solution
A Centralized Permit Sale System
Our team delivered Wyoming’s first ServiceNow-based, client-facing, centralized permit sale system within just four months. The new Trails system saves considerable time for agents by no longer needing to manage the administration of these permits in a manual, paper-based manner. Designated Security access for WY Staff members (both at the Trails Program and the state’s IT department, ETS) via roles and associated group memberships, ensure that they are only able to access/update elements tied to their specific roles.
Our team completed all in-scope items on budget, while also identifying a backlog of potential enhancements for future development—improvements the Trails Program had already shown interest in pursuing.
Online Purchasing & Improved User Experience
Constituents can now buy decals from the comfort of their homes, either picking them up at selling agent locations or having them mailed directly. A map displaying selling agent locations helps customers conveniently select the delivery option that best meets their needs. For the cart experience, clear, legible sections outline any fees or donations on the order and explain the purpose of each, providing transparency and reinforcing trust.
The new online system also eliminated the frustration of customers showing up at a selling agent’s store, only to find out that they had ran out of permits. Now they can verify which stores had decals in stock before making the trip, significantly improving their experience.
Customer-facing information articles further empower the Trails Program to share content about trail grooming conditions, safety resources (such as those from the Teton Avalanche Center), and detailed decal purchase and renewal instructions. These features give users greater control and visibility into trail access requirements, ensuring that they have the proper registration decals before setting out. Overall, the new system reduces friction and provides peace of mind for constituents who wish to explore outdoor trails with the appropriate permits.
Order Tracking
Customers and fulfillers can now easily monitor the status of decal orders for both ORV and snowmobile vehicles. Whether a fee or a permit was purchased last year (or the year before), a clear transaction history simplifies the purchase and verification process for everyone involved. This streamlined order tracking also allows for quicker resolution of discrepancies, fostering trust and confidence among all parties.
Centralized Management
Decal fulfillers now have access to all relevant information in one centralized location. They can verify quantities, pull reports, and more easily notify selling agents about upcoming decal shipments. This consolidation of data reduces manual effort, improves responsiveness, and ensures that the Trails Program can shift focus from administrative tasks to strategic enhancements.
In-Store Integration
Selling agents can process purchases and provide customers with trackable case IDs, ensuring that every transaction is recorded and accessible. If a decal is ever lost, the issue can be traced back and quickly resolved within the system for that owner’s specific vehicle. By integrating in-store transactions directly into the digital platform, the Trails Program ensures seamless updates, accurate data, and improved customer satisfaction.
Improved Accounting
The Trails Program can now access detailed transaction information and associated fees, leading to more accurate revenue tracking and reporting. This enhanced financial visibility allows for more informed decision-making, better budget allocation, and proactive responses to changing conditions. Over time, these improvements will support a healthier financial ecosystem for the department and its stakeholders.
“The Servos team has been super engaged, supportive, and great to collaborate with.”
- Josh Milek, Program Support and Contracts Manager
About the Author
Daniel Lopez
User Experience Designer
Daniel Lopez is an Experience Designer at Servos with a passion for UI/UX and front-end web technologies. He has a keen eye for detail and a track record of collaborating with clients and developers to bring Service Portal solutions to life.