The Investigation Starts Here

[andrewdesoi]

Government investigators spend too much of their time on administrative work. Manually stitching together fragmented tools. Re-entering data across disconnected systems. Writing and rewriting the same case narratives to meet different reporting needs. Meanwhile, critical connections between cases go unnoticed because the data lives in silos. 

That changes now. 

With the Q1 2026 release, Investigative Case Management (ICM) is available to all Public Sector Digital Services customers. ICM is a mission-built, AI-native solution for organizing, tracking, and resolving government investigations — delivered out-of-the-box on the ServiceNow AI Platform. 

This isn't a framework you have to build on, and it can extend beyond just law enforcement to a myriad of mission areas across federal and state government. It’s a modular, AI-native case management application that integrates and drives mission outcomes from day one.  

The Problem Hiding in Plain Sight 

Investigations happen across every level and function of government: fraud, waste, and abuse oversight. Regulatory enforcement. Public safety. Child welfare. Corruption and misconduct. Supply chain integrity. 

The common thread? Investigators are drowning in administrative burden — and the tools they have today aren't designed for how investigations actually work. 

ICM is designed around a simple premise: every hour an investigator spends on paperwork is an hour not spent on the investigation itself. The goal is to give that time back. 

Inside ICM: Six Capabilities, One Platform 

ICM v1.0 delivers six core capabilities that work together as a unified investigative platform. 

Investigator Landing Page 

A centralized, personalized workspace where investigators can see their active cases, upcoming task deadlines, pending requests, shared cases, and recent activity — all at a glance. No more toggling between systems to figure out where you left off. You open the page and your workday is organized in front of you. 

Investigative Case Record 

Everything that matters to a case — narrative, evidence, entities, tasks, and team members — lives in a single, structured record. From the moment a case is created, documentation is complete and consistent. Investigators spend less time chasing information across systems and more time on the actual investigation. 

Entity Management 

Persons, organizations, property, vehicles, locations, events, and firearms are all managed through a master index — linkable to cases and to each other. This is critical because real investigations don't happen in isolation. A subject who appears in one fraud case may surface in three others. Entity management makes those cross-case connections visible, automatically. One authoritative record per entity means no duplicates, no conflicting data, and no investigative blind spots. 

Evidence Management 

Physical and digital evidence is tracked with a structured record that captures collection details, security control classification, and links to related entities — all within the case record. Importantly, chain of custody documentation is built into every evidence record, capturing each transfer from the moment of collection. Evidence, cases, and entities live on one platform, so investigators can link, document, and build prosecution-ready records with confidence. 

AI Investigative Case Summarization 

One click generates a structured summary of the entire case — synthesizing narratives, entities, evidence, and activity. Significantly reducing the time it takes to get up to speed on case details that have been collected over a period or weeks or months. Supervisors and collaborators get an always-current view without reading back through the full record, so they can spend more time investigating. This eliminates rework during escalations, audits, and case transfers. The summary also adapts to case stage: surfacing open actions on active cases and full resolution context when cases close. 

AI Case Narrative Refinement 

This is where AI moves from summarization into active quality improvement. Narrative refinement surfaces gaps, inconsistencies, and tone issues in case narratives before they reach supervisory review — reducing revision cycles. Suggestions are grounded in linked entities, evidence, and case activity, not generic writing advice. And investigators retain full control: accept, reject, or edit every suggestion. 

One Data Model, Every Mission 

ICM isn't a point solution for a single investigation type. Its modular in design, with repeatable workflows to fit and be deployed across a variety of mission areas: 

• Fraud, waste, and abuse — OIG offices in federal departments 

• Financial crimes — tax fraud, money laundering, illicit finance 

• Regulatory enforcement — licensing violations, compliance investigations 

• Public safety — criminal investigations, organized crime 

• Child welfare — abuse and neglect investigations with mandatory timelines 

• Supply chain integrity — procurement fraud, contractor misconduct 

• Corruption and misconduct — internal affairs, conflicts of interest 

It’s not just about investigations, this is AI-native enhanced case management in every way. AI is natively built in, data connected, and workflows can fundamentally execute process across agencies.  

Why ICM Changes the Equation 

Three things set ICM apart in the market: 

1. AI-native from the start. Case summarization and narrative refinement aren't bolt-on features— they're embedded in the investigative workflow. The AI is grounded in the actual case data: entities, evidence, activity. That means useful output, not generic summaries. 
2. Cross-case intelligence. Entity management with a master index means connections between cases surface automatically. When the same subject, organization, or location appears across investigations, you see it. Siloed systems simply can't do this. 
3. Out-of-the-box depth with platform flexibility. ICM delivers a working investigative data model, evidence management with chain of custody, structured roles and access controls, and AI capabilities — all without custom development. And because it's built on the Now Platform, agencies get the configurability, integration framework, and security posture they already trust. 

Built for How Investigative Teams Actually Work 

ICM introduces mission-built roles that map to real investigative hierarchies: 

• ICM Admin — Delegated administration of the ICM application 

• Investigator — Create and work cases; read access to all cases, write access to assigned cases 

• Supervisory Agent — Create and manage cases within their assignment group 

• Special Agent in Charge — Full create and fulfill access across all cases 

• Expert Analyst — Read/write access to cases where they're team members or assigned to tasks 

• Investigative Contributor — Read/write access to cases where they're team members or assigned to tasks 

• Task Agent — Read access to cases where they're assigned to a task 

All roles are assigned through the ICM Admin, with access controls designed for the sensitivity and need-to-know requirements inherent to investigative work. 

Flip the Switch 

ICM is available now for PSDS Pro+ and Enterprise+ customers. 

Plugin: PSDS Investigative Case Management (com.sn_gsm_icm) 

Activate through your ServiceNow instance and start configuring for your agency's investigative workflows. 

This Is Just the Beginning 

ICM v1.0 is the foundation. The roadmap includes deeper AI capabilities including entity extraction, entity resolution, template-based narrative refinement, review and approval automation, knowledge graphs for investigative intelligence, and report generation and redaction AI agents. 

We're building toward a future where the platform doesn't just organize investigations — it actively accelerates them and gives more minutes to the mission. 

(Roadmap items are subject to change.) 

Your Move 

If your agency runs investigations — and nearly every government organization does — ICM was built for you. 

Here's what to do next: 

1. Explore the capability. Review your PSDS entitlements and activate the ICM plugin in your instance. 
2. Talk to your ServiceNow team. Your account executive and solution consultant can walk through ICM in the context of your agency's specific mission and investigative workflows. 
3. Join the conversation. Drop your questions, feedback, and use case ideas in this community thread. We're building this with you. 

For questions about pricing, entitlements, or activation, contact your ServiceNow representative.