For the people: Improving government CX

  • Raj Iyer
  • Government
  • Solutions
  • 2023
July 25, 2023

Government CX: government workers greet citizens

Government continues to trail private industry in its ability to meet customer service expectations. The American Customer Satisfaction Index Federal Government Report 2022 scored government service at 66.3 out of 100, below the average customer satisfaction index of 73.2.1 It’s not all bad news, though.

Thanks to customer experience (CX) being a focus of the Biden-Harris Management Agenda, this year marked the first uptick in customer satisfaction since 2017. With more than $500 million in the White House fiscal 2024 budget proposal earmarked to support the improvement of government CX, the hope is for a continued upward trend.

To realize this hope, and the promise of a government that works for all its people, agencies need to be strategic in how they invest in improving the CX journey to benefit both citizens and their workforce.


ServiceNow is pleased to support efforts at accelerating government CX. The U.S. federal government uses ServiceNow in every cabinet agency.

Moving from manual to digital processes

Government CX is frequently constrained by outdated technology, procedural and technical bureaucracy, and paper-based journeys. These multistep, sequential processes delay service and keep status hidden.

ServiceNow digitizes these processes, bringing together disparate systems into a unified data model. This increases visibility into processes, allowing stakeholders to see where a request stands at any time.

Helping people help themselves

Citizens expect to interact with organizations on their own terms using self-service options. From ordering grocery delivery to receiving technical support on their home Wi-Fi, consumers are used to being in control of their experiences. Interacting with the government should be no different.

ServiceNow provides a secure, scalable platform that helps deliver mobile-friendly services and access to service outside of government walls and hours of operation through modern customer portals, virtual chat capabilities, knowledge libraries, and more.

Delivering modern government CX

When one government agency wanted to streamline its permit issuance process to improve CX, it partnered with ServiceNow to create a digital hub. This transformed a cumbersome manual process that required citizens to apply through the mail with hard-copy checks into a modern, efficient, pleasant experience that allows citizens to apply and pay for permits online.

In another agency, citizens with complaints about aircraft noise in their communities sent their concerns to a virtual black box with no visibility into the status of their claims. The manual response process lacked a dashboard to aggregate complaint data to detect trends or report to Congress, as is mandated.

The agency partnered with ServiceNow to power an online portal that collects citizen feedback, automatically routes it to the proper authorities, shows its status, and provides educational material about aircraft noise. This has resulted in a 30% improvement in response times. The centralized system also allows for detailed metrics and analysis.

Find out more about how ServiceNow helps improve government CX.

1 American Customer Satisfaction Index, Federal Government Report 2022, Jan. 31, 2023

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