Public Sector Digital Services Overview Getting Started
Product Public Sector Digital Services Turn government complexity into coordinated action. Connect people, data and processes — and bring AI and human expertise together to improve speed, accuracy and impact. Explore AI Get Data Sheet
The world works with ServiceNow™
How does Public Sector Digital Services work? Public Sector Digital Services is government's CRM — purpose-built to manage constituent relationships, cases and service delivery on a single platform. Our solutions connect agency data, workflows and compliance controls to resolve requests faster and deliver services at scale. Running inside the AI Control Tower, agencies centralise visibility and control to scale AI confidently across every mission. Explore AI Control Tower Watch Video (3:42)
Benefits of Public Sector Digital Services Adapt to change in real time Respond to policy shifts and emerging situations as they happen. AI agents and configurable workflows help teams adjust plans quickly, without disruption. Video CTA Connect teams across government Connect departments, data and workflows on one platform. Give teams a shared view to improve coordination and use public resources more effectively. Video CTA Improve decisions with AI and human insight Combine human expertise with native AI to surface insights, anticipate outcomes and support clearer, more confident decision-making at scale. Video CTA Transform with a single platform The ServiceNow AI Platform unites AI agents, data and workflows on one enterprise-grade platform built for scale, trust and efficiency. Video CTA
Use cases for Public Sector Digital Services
Investigative Case Management
Tackle fraud and administrative burden with AI Build AI-powered case narratives faster from raw documents, extract entities and key details efficiently, and let investigators spend their time investigating — not summarising. Get Data Sheet
Related links Customer Service Management IT Service Management
Benefits Management
Streamline benefits eligibility Automate eligibility determination and simplify application workflows. Support more consistent service experiences for social programmes such as healthcare and housing. Get Data Sheet
Related links Service Bridge
Grant Administration
Manage grants end to end Streamline grant submission, review and award workflows. Align data and processes to support compliance and efficient use of public funds. Get Data Sheet
Related links Field Service Management Customer Service Management
Licensing and Permitting
Process licences and permits Simplify how licences and permits are managed — including inspections, fee payments and application routing. Support compliance enforcement across government agencies. Get Data Sheet
Related links Field Service Management Customer Service Management
Information Requests
Manage information requests Improve the process of submitting, routing and fulfilling public records with automated intake and document redaction. Support timely, compliant responses. Get Data Sheet
Related links AI Agents Service Bridge
Service Requests
Coordinate service requests Manage a wide range of service requests—from infrastructure repairs to field issues—using configurable workflows and mobile access to support timely responses. Get Data Sheet
Related links AI Agents Service Bridge
Our Customers Industry leaders rely on ServiceNow to make work better See All Stories 88% Fulfils public records requests 88% faster with ServiceNow. Video CTA Read Customer Story 90+ Core business processes modernised on one single platform Video CTA Read Story Watch Video (2:38) 20 Core workflows automated with AI Agents on new self-service portal, Ral-E Video CTA Find Out How 33% Of virtual agent traffic occurs outside normal business hours Video CTA Get Details Watch Video (2:48) 70 Government call centres powered by ServiceNow Video CTA Read Customer Story 1 Central agency platform for HR, IT, CRM functions. Video CTA Find Out How Watch Video (2:53)
Third-party software integrations Integrate anything with ServiceNow. Bring your existing software investments onto our platform to connect your people, processes, apps and data. See All Integrations
Resources for you See All Resources ANALYST REPORT ServiceNow named a Leader and Customer Favourite in Forrester Wave: Industry Cloud Solutions for Public Sector, Q1 2026 Learn more about why customers choose ServiceNow for AI innovation in the Public Sector. Video CTA Read report Analyst Report ServiceNow named a Leader in IDC MarketScape for AI-powered digital experiences Video CTA Read report Data Sheet Public Sector Digital Services Video CTA Get Data Sheet Solution brief IT Asset Management Now Assist and Agentic AI Video CTA See Solution Brief
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Frequently asked questions Expand All Collapse All How can we modernise service delivery without disrupting existing operations?
ServiceNow runs on a government data model with configurable workflows — no custom code or rip-and-replace required. Service Bridge connects existing systems and instances with bi-directional sync, without custom APIs. Agencies can deploy incrementally, starting with high-value use cases like permit processing or case intake, demonstrate potential ROI in months and scale over time. Our CRM unifies constituent interactions across channels and departments to support more consistent service delivery.
What measurable outcomes should we expect from Public Sector Digital Services?

The Tennessee Department of Human Services accelerated aid delivery and reduced case backlogs. The State of South Dakota unified 30 agencies on a single platform to reduce inefficiencies and make better use of taxpayer dollars. The City of Geneva launched a unified self-service portal to simplify how residents connect with government services.

Purpose-built playbooks—Social Benefits, Licensing and Permits, Information Requests, Service Requests and Grants Management—help agencies address high-volume use cases faster. Performance Analytics tracks real-time KPIs, while ServiceNow CRM provides a comprehensive view of constituents to support more informed resource decisions.
How does ServiceNow meet federal and state security requirements?
ServiceNow maintains government and global security requirements, including FedRAMP High P-ATO, DoD IL4 and IL5, ISO 27001/27017/27018, and SOC 1 and SOC 2 Type 2. AI Control Tower supports compliant multi-agent systems aligned with Office of Management and Budget and agency AI frameworks, while Policy as Code Engine enables continuous compliance and real-time enforcement. Additional certifications—IRAP, MTCS Level 3 and EU Cloud CoC—extend coverage internationally.
How do we improve constituent experience while easing employee workload?
Agentic AI handles routine inquiries 24/7—such as status checks, form submissions and appointment scheduling—while routing complex cases to the right specialist in real time. ServiceNow CRM brings all constituent touchpoints together across phone, web, mobile and in-person channels. The Knowledge Graph enables context-aware responses, helping citizens get accurate answers on first contact. This lets teams focus on high-value work while AI agents manage volume at scale.
What AI capabilities help us do more with existing resources?
Our AI Control Tower helps orchestrate agentic and deterministic workflows on a unified platform. Intelligent document processing extracts data from PDFs and forms, while predictive analytics forecast demand and help optimise resource allocation. Virtual Agent handles tier-one requests autonomously. Our CRM connects interactions to constituent history, enabling AI agents to deliver personalised service. Agencies can start with a single high-impact use case, demonstrate value and then scale across missions.
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