ServiceNow’s 2025 Customer Experience Report for Public Sector in Australia and New Zealand reveals a growing ‘service gap.’ While customer expectations surge, agents are stuck battling disjointed systems and administrative overload. The result? Customers are feeling frustrated and underserved.

Our latest report explores some of the key reasons for this growing ‘service gap’ and highlights how AI can help close the gap and unlock efficiency in the public sector.

Read this year’s report to discover:

• The current state of customer service in Australia and New Zealand’s public sector—and why customer experiences are getting worse.
• Why siloed information and inefficient processes are standing in the way.
• Strategies to close the gap between expectations and service experience.
• The critical role AI is playing in closing the service gap.