ServiceNow Inc. Accelerates AI-Powered Government Reinvention Across the U.S.

ServiceNow's AI Platform is engineered to tackle the complexities stemming from government processes while unlocking the value of data and bolstering cybersecurity. The platform is designed to deliver tangible returns on investment for public sector agencies, allowing them to streamline operations and improve service delivery. According to Mike Hurt, Group Vice President of U.S. Public Sector at ServiceNow, the company is dedicated to enabling state and local leaders to redefine government capabilities through innovative technology.

> “State and local leaders are redefining what government can deliver, and ServiceNow is proud to be the platform making it possible,” said Hurt.

ServiceNow's impact is evident through various customer success stories from across the nation. Here’s how different states are leveraging the AI Platform:

The California Housing Finance Agency (CalHFA) is at the forefront of utilizing ServiceNow’s AI-powered Public Sector Digital Services. This initiative supports human call center agents and employs AI ticket resolution to manage a high volume of inquiries related to housing services. As a result, CalHFA has achieved significant cost reductions while enhancing the citizen experience through features like multi-channel self-service and auto-generated case summaries.

Hawaii has rapidly adopted the ServiceNow AI Platform, launching it within just six weeks. This platform serves as a shared enterprise service solution, encompassing the statewide HIP help desk and enabling AI-assisted self-service operations. The initiative reflects Hawaii's commitment to digital transformation and lays the groundwork for future statewide integration.

The City of Raleigh has become the first municipal government to deploy ServiceNow's L1 AI Specialist in a production environment without requiring an in-house AI engineering team. The implementation has led to a remarkable 66% reduction in service desk costs, freeing up over 1,300 staff hours annually. The city plans to extend these AI-powered services to all its 500,000 residents.

In Washington, D.C., the Office of the Chief Technology Officer (OCTO) is replacing its existing contact center tools with the ServiceNow AI Platform. The new system, EmployeeWorks, provides a unified entry point for government employees to manage service requests. This shift is anticipated to enable employees to independently resolve most routine requests, thus reducing wait times and allowing IT and HR teams to focus on more complex tasks. Additionally, OCTO plans to enhance grants management processes, aiming to halve processing times.

ServiceNow's initiatives highlight a commitment to responsible and ethical AI use. Leaders from Hawaii, Raleigh, and D.C. have all echoed the importance of putting people first in AI implementations. They emphasize the necessity of building a government framework that is not only efficient but also transparent and trustworthy.

> “With the ServiceNow AI Platform, we're creating one unified front door for employee requests,” stated Stephen N. Miller, Chief Technology Officer for D.C. “All of this is built on the foundation of DC's AI Values—and with AI Control Tower giving us visibility across every AI agent and model in production, we're building government that's simpler, faster, and more trusted.”

ServiceNow's AI Platform is proving to be a game changer for state and local governments across the United States. By focusing on unifying operations and enhancing citizen services, ServiceNow is leading the charge in modernizing the public sector for a more efficient and responsive future. The momentum gained from these implementations not only reflects the potential of AI in government but also sets a precedent for future transformations across various sectors.