Improve trust, transparency, and efficiency through digital transformation ELEVATE CUSTOMER EXPERIENCES BY ACCELERATING THE MISSION TO SERVE 2servicenow.com Maximize your resources and meet citizens’ digital expectations Just as people enjoy their digital experiences with businesses and private companies, they assume they'll get the same speed, transparency, and trust from the public sector. However, only 27% of government organizations are achieving more personalized and empathetic experiences with their current digital transformation efforts.* What’s clear is that the pace of digital change will continue. As new technologies emerge on the horizon, government agencies at all stages of transformation will inevitably face pivotal innovation choices in support of their mission to serve. By embracing digital workflows with ServiceNow Public Sector Digital Services on the Now Platform®, agencies can build trust and serve the public like never before. Your citizens, employees, and other government departments get the experiences they’re looking for, and you maximize the effectiveness of your limited resources—freeing up time to focus on higher-impact activities. The Now Platform helps you unlock the full potential of your mission. Contents *Source: The state of AI-powered transformation in government, ServiceNow, September 2024 Build trust with 03 end-to-end services on a single platform Empower constituents 04 and improve their experiences Modernize government 05 systems Develop a secure 06 customer experience solution Deliver meaningful 07 service by unlocking workforce productivity Improve transparency 08 and delivery across field services with a centralized platform Digitalize, modernize, 09 and speed up delivery of government services Build trust among your 10 citizens, customers, and employees alike ServiceNow Public 11 Sector Digital Services servicenow.com Elevate customer experiences by accelerating the mission to serve *Source: The state of AI-powered transformation in government, ServiceNow, September 2024 Build trust with end-to-end services on a single platform It’s a daunting challenge. Citizens and businesses that access government services require secure, consumer-like experiences for digitalization. In fact, growing expectations for digital experiences is the #1 trend impacting government organizations today.* And they aren’t just looking for digitized services. They want unified experiences that bridge government departments and provide full access to essential services such as requesting benefits, applying for permits and licenses, paying fees, and more. Instead, citizens and businesses often face inconsistent experiences caused by outdated legacy infrastructure, manual processes, and siloed systems. Working to overcome these barriers may seem like a never-ending cycle of trying to do more with less. But there is a solution: personalized, frictionless, and anticipatory constituent services on a platform purpose-built for government. With ServiceNow Public Sector Digital Services, you can harness the power of ServiceNow apps and third- party integrations, all drawing from the same configuration management database. Bid farewell to duplicate databases and models for each new integration when you use a unified data model that enables faster implementation. Plus, you gain access to a library of purpose-built, out-of-the-box workflows created to quickly empower governments to deliver on specific mission areas. By implementing powerful solutions, such as Public Sector Digital Services and ServiceNow® Field Service Management, agencies can effortlessly connect people, processes, and systems—from digital to field—and make sure the people they serve receive the services, experiences, and transparency they want and deserve. 3 4servicenow.com FOCUS AREA Empower constituents and improve their experiences When you’ve got campaign fires—these multiple concurrent fires—you can lose track of things. Now it all goes into a common view with a neat queue, so you can track where everything is. John Danson Chief Information Officer, New South Wales Rural Fire Service Build public trust by making government services more accessible. The intuitive, unified ServiceNow Public Sector Digital Services portal presents an entire service catalog that can be accessed by constituents’ channel of choice. Once a request is submitted, it’s assigned to the right department, right away. • Support digital engagement: With a streamlined experience, individuals, businesses, and government agencies can receive information and services in any way they choose. • Connect constituents with automated self-service: With a government services portal and mobile experience, constituents can take action on their own terms. They can find FAQs from a growing knowledge base and get answers anytime, anywhere. • Guide requestors fast with conversational support: Provide a comfortable, consumer-grade experience with Virtual Agent, our AI-powered chatbot, to enable quick issue resolution in simple language. Reduce constituent effort with rich engagement across any government site, and guide inquiries with relevant follow-up actions. • Easily submit requests and launch new services: Many organizations offer knowledge management, a portal, and a community to help customers find answers to their questions. But customers need more than answers, they need action. ServiceNow® Service Catalog delivers products and services through a user-friendly interface, empowering employees and customers with self-service and faster request fulfillment. REAL-WORLD EXAMPLE How tech helps NSW RFS recruit for disaster response Lightning strikes in late 2019 to mid-2020 ignited a huge swath of Australia’s wilderness, and the fires were exacerbated by high temperatures and prolonged drought. Afterward, Australians stepped up in droves to assist with rescue and cleanup efforts, and the New South Wales Rural Fire Service (RFS), a government agency, was inundated with new applications. But an outdated, paper-based approach hamstrung the organization’s response. By using ServiceNow® Customer Service Management and App Engine, the RFS can now track the status of applications. It can see what actions still need to be taken, where the application sits on the path from submitted to accepted—which each applicant also has visibility into—and more. → Read Full Story 75K volunteers in the fire service applications from recruits in a single season consolidated platform 10K 1 Elevate customer experiences by accelerating the mission to serve 5servicenow.com Over the next three years, 58% of governments are going to use SaaS to deliver automation solutions. Source: The state of AI-powered transformation in government, ServiceNow, September 2024 FOCUS AREA Modernize government systems Create proactive management of systems, applications, and processes, so problems are anticipated, acted on, and self-healed wherever possible. Detect and resolve incidents before impact Seamlessly connect your operations teams with customer service to act automatically on customer- impacting issues. Proactively monitor and track the status of systems that are critical to delivering services, then identify the root cause of a problem to prevent it from happening again. Know who is being impacted by monitoring issues and automating status alerts, so you can anticipate possible problems and maintain a quality customer experience. Enhance service delivery with intelligent automation We all strive for continuous improvement, and you can identify key areas where your organization can develop using intelligence and data to address bottlenecks before they occur. Predictive AI capabilities can help you spot trends early and take action from a single source of truth. Minimize negative impacts and predict how long it might take to resolve a case, so you can prioritize work instead of problems. REAL-WORLD EXAMPLE South Dakota modernizes citizen services South Dakotans are proud of their beautiful land, and the state government is dedicated to ensuring that all citizens and visitors experience the rich heritage. The state of South Dakota wanted to serve its people with updated systems that were as impressive as the state itself. Utilizing ServiceNow Customer Service Management, the state centralized web, phone, live chat, and an AI chatbot at a single point of entry through SD.gov, an innovative self-service portal. Citizens, businesses, and visitors now have easy access to a wide range of government services. → Read Full Story SD.gov features an advanced search engine and virtual live chat that puts everything our citizens need right at their fingertips. Pat Snow Chief Technology Officer, State of South Dakota 9K daily visits to the SD.gov citizen portal reduces resolution time less time spent procuring competitive bids reemployment claims processed in under 30 days 99% ~88% Elevate customer experiences by accelerating the mission to serve 3 ways to elevate the customer experience & still reduce costs 45% of governments say that growing data privacy, security, and technical risks are the greatest they face in acheiving rapid time to value for their digital transformation investments. of governments believe that security, accuracy, and transparency across all communication challenges are key to building trust. Over the next three years, 55% of governments will install a data platform that shares data across functions involved in risk management. 57% 55% Source: The state of AI-powered transformation in government, ServiceNow, September 2024 FOCUS AREA Develop a secure customer experience solution Part of delivering a better customer experience is fostering trust. That’s why secure and responsible handling of sensitive data is a top priority—and protecting citizen data from cyberattacks has never been more important. Stay secure knowing the Now Platform provides critical protection to keep infrastructure safe. It delivers essential components for digital transformation in government, including: • Secure, trusted platform with global infrastructure and presence • Advanced high-availability architecture for business continuity • Rapid response to threats • Financial fraud prevention • Legal and compliance risk management In addition to these security measures, you’ll also want to: • Enable zero-trust access for users and devices: Provide a frictionless experience so users can gain authorized access and achieve productivity with multifactor authentication and single sign-on.