Citizens want the same intuitive, on-demand consumer grade services from government as they have in their day-to-day lives. At the same time, state and local governments face intense pressure to improve efficiency, responsiveness, and enable self-service – securely. But they are challenged by legacy infrastructure, which is often siloed, creating the need to reenter the same information into multiple systems. Information is inconsistent across channels and online portals are often designed around business processes instead of user needs, making them frustrating to use.
To enable modern citizen services, ServiceNow delivers a cloud-based customer service management platform. In this report, we’ll explore how state and local IT leaders are connecting departments, workflows, and systems to proactively resolve issues, create personalized experiences, and enable on-demand information and services – redefining citizen services.