How government agencies are improving citizen and employee experiences


Citizen and employee experience in government: 3 businesspeople stand outdoors in a discussion.

Government agencies had to adapt to a rapid increase in demand for services in 2020. They also had to adjust to a remote workforce. Many found themselves picking up the pace of their digital transformations and trying to modernize during a global health crisis. Perhaps above all else, many 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 serving their department functions well, but they don’t allow information sharing across departments.

A human-centric design approach

ServiceNow helps agencies accelerate their technology strategies to synthesize silos of excellence and create cross-functional systems of record. The goal is to deliver a commercial-like experience when providing citizens with enterprise services.

For instance, the mayor of Los Angeles requested a system that helps citizens find COVID-19 testing stations, monitors how many people use them, and tracks positive results. ServiceNow helped the city design, build, and launch a custom COVID-19 testing app in only 72 hours. It was a quick process because the Now Platform has out-of-the-box applications, already certified and accredited, that an agency can subscribe to as needed.

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

The agency got ServiceNow App Engine up and running as a temporary solution in one week. Then, it brought in ServiceNow Elite Partner GlideFast Consulting, which introduced a self-service portal with virtual agents and 24 new knowledge bases. All that streamlining enabled Delaware to process 35,000 unemployment cases in just a few weeks, about the number it had previously handled in an entire year.

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

Streamlining enabled Delaware to process 35,000 unemployment cases in just a few weeks, about the number it had previously handled in an entire year.


Enhanced human decision-making

Modernizing the workforce and adopting new technologies:

  • Empowers employees
  • Consolidates human resources functions
  • Improves workforce efficiency
  • Allows faster productivity
  • Lowers costs

New Zealand Trade and Enterprise, a government organization that supports New Zealand businesses around the globe, used ServiceNow to develop six unique employee journeys. The employee experience was considered the top priority, and the solutions—such as 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 promoter score for employee experience, specifically with people leader experience, went up almost 100 points.

Enterprise service delivery 

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, require highly secure environments when operating in the cloud—and they can get that with ServiceNow.

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

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

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