How Government Agencies are Improving the Citizen and Employee Experience

Government agencies have had to adapt to a rapidly increasing demand for services in 2020. They have also had to adapt to a remote workforce. Many have found themselves picking up the pace of their digital transformations and trying to modernize during a global health crisis. Perhaps above all, many have learned the importance of using the right digital tools, platforms and services.

They still have a long way to go. Government agencies have traditionally purchased technologies that support silos that serve their department’s functions well, but they don’t enable information sharing across departments.


ServiceNow helps agencies accelerate their technology strategies to synthesize silos of excellence and create cross-functional systems of record. The goal is to provide a business-like experience when delivering business services to citizens.

For example, the mayor of Los Angeles has called for a system that helps citizens find COVID-19 testing stations, monitors the number of people using them, and tracks positive results. ServiceNow helped the city design, build, and launch a custom COVID-19 testing app in just 72 hours. The process was quick, as Now Platform offers ready-to-use applications, already certified and accredited, which an agency can subscribe to according to their needs.

ServiceNow also helped when Delaware unemployment claims spiked significantly during COVID-19, from around 450 to 16,000 per week in the first month of the pandemic. The state unemployment agency had no metrics to track the number of open cases from multiple websites, emails and call centers — nor did it know how long it took to process the cases. requests.

The agency implemented ServiceNow App Engine as a temporary solution within a week. Next, he brought in ServiceNow Elite Partner GlideFast Consulting, which introduced a self-service portal with virtual agents and 24 new knowledge bases. All that streamlining allowed Delaware to process 35,000 unemployment cases in just a few weeks, roughly the number it had previously processed in an entire year.

A McKinsey podcast notes that very few government agencies use artificial intelligence (AI) or supervised machine learning. The Now Platform can provide these capabilities to help accelerate digital transformation and a human-centered design approach.


Workforce modernization and adoption of new technologies:

  • Empower employees
  • Consolidates human resources functions
  • Improves labor efficiency
  • Enables faster productivity
  • Reduces costs

New Zealand Trade and Enterprise, a government organization that supports New Zealand businesses around the world, used ServiceNow to develop six unique journeys for its employees. Employee experience was seen as the top priority, and the solutions — like the one for new hires that covers everything a new employee needs to do and know — were a big hit.

As a result, the company’s net promotion score for employee experience, especially with leader experience, increased by nearly 100 points.


Many government agencies still use paper-based systems and manual processes. Digital transformation can help them create a modern and agile IT infrastructure. Government agencies at all levels, of course, need highly secure environments when operating in the cloud – and they can get it with ServiceNow.

The fully certified and accredited Now Platform deployed in the Microsoft Azure cloud service has many levels of security certifications. ServiceNow provides over 80 different compliance standards through Azure.

Download the Government Book of Knowledge to learn more about how your government organization can better meet external and internal expectations.

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Ashley C. Reynolds