Talking Strategy: Engaging Executives in Government vs. Private Sector

[Charles Benedi1]

The Private Sector: Efficiency and Growth

In the private sector, ServiceNow (and any enterprise level software for that matter) is a tool for Market Dominance. The C-Suite are interested in:

• Net Profit & OPEX Reduction: How much money is saved by automating the helpdesk?
• Employee Experience (EX) as a Retention Strategy: How does a better portal stop our best talent from jumping to a competitor?
• Speed to Market: How fast can we spin up a new service?

For the private sector, the ServiceNow strategy is about "Total Experience" (TX). We talk about how the platform reduces the cost per ticket, increases employee retention, and drives revenue. The engagement is transactional: "If we invest $1M in HRSD, we save $2M in operational overhead."

The Government Sector: Trust and Resilience

In Government, the conversation must pivot to "Service Continuity" and "Mission Success."

An SES leader cares about:

1. Data Sovereignty and Compliance: Is the data secure and the system complies with Government standards and regulations?
2. Auditability: Can we prove to the Auditor-General that our workflows are fair and transparent?
3. Citizen Trust: Does this platform make it easier for the public to interact with the department?

Hence, for an SES officer, the focus is Risk, Compliance, and Citizen Outcomes. The strategy must be framed around:

1. Sovereign Resilience: Does this platform ensure we can provide critical services during a national crisis?
2. Political and Audit Risk: Does ServiceNow provide the audit trail necessary to satisfy the ANAO (Australian National Audit Office)?
3. Policy Realisation: How does the platform help the agency meet the goals of the Digital Government Strategy?

The CMA’s Engagement Model for Government

When engaging Government Executives, move away from "Product Delivery" and toward "Service Transformation." Don't show them a Flow Designer screenshot; show them a roadmap that tracks against their Portfolio Budget Priorities. The most appropriate way to engage is through "Strategic Road mapping" sessions where you map ServiceNow capabilities directly to their ministerial mandates. In the private sector, ServiceNow is a Business Accelerator; in the public sector, it is an Infrastructure for Trust.

The CMA must also lead with Risk Mitigation. Don't talk about "Features"; talk about "Outcomes." Instead of saying "We are implementing IRM," say "We are automating your compliance against the ISM to protect the department from a data breach."  When an Executive sees that ServiceNow is an engine for meeting their ministerial mandates, the platform moves from being an "IT Expense" to a "Strategic Asset."

Do you agree or disagree? Share your thoughts.