ServiceNow for Government Services

[Robert Maxwell]

Many government agencies already have and others continue to look to the fundamental capability that ServiceNow provides as an enterprise-wide workflow toolset. ServiceNow, when considered as a strategic platform, provides government with the ability not only to manage their internal processes but to interact with constituents, provide insights into those dealings, and manage and monitor the lifecycle of those services being delivered.

Some of the challenges governments face with the provision of digital service delivery range from agility, scalability, security and robustness. We all, as constituents, expect digital services provided by government to be functional, accessible and most importantly, secure.

As ServiceNow's offering scope has continued to expand with each release, government can now take advantage of the relatively new Public Sector Digital Services (PSDS) offering - which is tailored specifically to government use cases, complete with a shaped data model and out of the box user experiences for citizens and business and of course, the government personas.

Government can leverage PSDS to present G2C and G2B services that in the past would require downloading and filling out restrictive forms that would often ask for the same information more than once and also tend to lack security. This experience was sometimes not even consistent across services provided by a single agency. Naturally, once an agency received a form, there would likely be a manual data entry task, and that wasn't always dependable to be carried out perfectly. With PSDS, and ideally an integrated trusted digital identity, constituent services can be rapidly deployed and fulfilled - all within one platform, even with a virtual agent chatbot at the front door.

Public Sector Digital Services references

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Documentation

Entitlement