Public Sector Digital Services Automation designed accessible, efficient, and trusted government experiences Governments relying on outdated technology and inefficient process aren’t meeting their citizen or employee expectations. The problem is, too many things get in the way. Inflexible technologies, budgets, data accessibility and collaboration issues are just a few. So, how can government’s relationship with technology change to meet their mission to serve? With Public Sector Digital Services, governments can: Unify employees, processes, and systems on one Ai Platform ServiceNow accelerates digital transformation – improving experiences and efficiencies – with AI capabilities, unified government data model, packaged low-code workflows and experiences tailored for government. • Meet your customers where they are, via mobile or connected device, email, phone or kiosks • Provide self-service options and assisted self-service, powered by AI • Enhance government employees' capabilities by providing them with advanced task assignments, tailored work environments, organized tasks, and efficient knowledge management systems. • Increase transparency for everyone in the chain of service delivery Top Benefits Improve experiences Make it easier for people, organizations and businesses to get the services they need through digital-first experiences. Generative AI that multiplies workforce effectiveness Public Sector Digital Services with Now Assist supercharges experiences and productivity Faster delivery of essential services and information Create a single flow of work across governments, agencies and functions, so that cycle times are minimized and automation is maximized, end- to-end. Intelligent Guidance Digitize public services and quickly fulfill service requests With packaged playbooks that guide workers on how to fulfill requests efficiently. Increased Efficiency and trust Boost performance within budget; redirect resources to highest value missions and enable service delivery from one (sub-) agency to another. Proactive service Gain an end-to-end view into each journey, enabling more proactive interactions, while complying with privacy policies. © 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. SN_DataSheet_Public Sector Digital Services_052023 servicenow.com © 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. servicenow.com Omni-channel experiences Harness the power of government to serve people Governments are rethinking how services are offered and delivered to the public -- striving for more availability, accessibility, equity, transparency, and speed. Essential and non-essential services—like requesting disability benefits, applying for driver’s and business licenses, don’t have to require time-consuming trips to government sites to submit paperwork. Outmoded ways of engaging with government create challenging and unsatisfying interactions, particularly as individuals are enjoying intuitive, digital experiences from leaders like Amazon and Netflix. ServiceNow transforms how work flows throughout the organization, breaking down silos and empowering employees with intuitive workspaces and automated processes. Total Experience (TX) improves as the digital engagement layer is supported by a fabric of data and workflow that structures and streamlines work for everyone in the chain of service delivery. And the public gets what they need, faster. Fuel mission-oriented innovation Agencies can extend beyond the packaged government case type(s), leveraging the government data model to create their own workflows with low- code tools. Non-IT developers can nimbly change attributes or configure business rules to meet specific needs. Support hybrid work Having better tools at work, as well as being able to work from anywhere is an unbeatable combination for government employees. ServiceNow has the features that the public sector needs to ensure data security in a cloud services environment, along with the Next Experience UI that offers personalized, context-driven information and resources that reduce clicks. 99% Reduction in inquiry assignment times We immediately saw dramatic improvements in quality and efficiency.” Director of Customer Service Operations, Tennessee DHS 70% Reduction in inquiry resolution times Consistent Information Request Playbook Information Request Playbook provides government workers with step-by-step guidance around how to resolve cases quickly and collaborate effectively. Built-in document redaction streamlines workflows. Government agents often work with multiple stakeholders – finance specialists, legal specialists, communication teams, and more. Processing record requests via emails or letters or letters aren't efficient for citizens or employees. Information Request Playbook empowers constituents to request public records of information track the status of their requests, and receive information quickly – all through a consumer grade portal. Service Request Playbook Service Request Playbook enables government to shorten the cycle times of non-emergency citizen requests, such as the U.S. 311 system, through intelligent work orchestration — anytime, anywhere, and on any device. This offering allows government to quickly digitize non-emergency service request. Citizens are provided a portal that allows them to easily submit requests and track their status. Agents are guided on how to complete requests consistently and quickly. Guide government workers to fulfill information requests quickly and consistently, and monitor the progress of middle office teams Guide government workers to fulfill information requests quickly and consistently, and monitor the progress of middle office teams Simplify the constituent experience around how they request public records, track their status, and receive records of information quickly Deploy a packaged playbook purpose-built to digitize and automate non-emergency public services Simplify the constituent experience around how they request services and track their status © 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. SN_DataSheet_Public Sector Digital Services_052023 servicenow.com Enable citizens to submit service requests anonymously, enabling governments to serve more people Product Features and Applications Now Assist for Public Sector Digital Services Provide convenient, accessible self-service options while reducing cost Deliver reliable, positive government experiences with an AI-based virtual agent that helps people find the answers they need – quickly Improve agent productivity to meet the demand for services Empower agents to quickly get up to speed and resolve cases faster with role-based AI that summarizes the essential details of complex cases Improve the speed and accuracy of service delivery with automation Empower agents to quickly get up to speed and resolve cases faster with role-based AI that summarizes the essential details of complex cases Maintaining high levels of service is a challenge with fixed headcount and budget constraints. Delivering government services often requires swift collaboration across multiple agencies and personnel. Inefficient workflows and high-levels of manual processes make this a challenge. Now Assist infuses the power of AI to supercharge customer and agent experiences, speed the delivery of services, and help governments achieve faster ROI. © 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. SN_DataSheet_Public Sector Digital Services_052023 servicenow.com Product Features and Applications License and Permit Playbook License and Permit Playbook enables governments to simplify and modernize the delivery of licenses and permits – from intake to delivery. Paper applications inundate governments that rely on disconnected systems and manual, siloed processes. Streamlining how work flows across teams allows governments to improve both customer and employee experiences when it comes to requesting, reviewing, processing, and issuing decisions for both licenses and permits. Guide government workers through the steps needed to evaluate and make determinations on applications Simplify the process of applying for licenses and permits, while providing visibility to customers on the status Deploy a packaged playbook purpose- built to digitize, streamline, and automate the license and permit process Social Benefits Playbook and Eligibility Framework Social Benefits Playbook enables governments to deliver critical financial and social assistance to constituents in record time, Paper-based applications, inefficient review processes. and disconnected systems hamper the ability for government to approve and provide benefits. By streamlining the application process and guiding agents through approvals, governments can improve both customer and employee experiences and deliver on their mission to serve.