Public Sector Digital Services

Digitize, modernize digital services, deliver exceptional experiences, and speed up the delivery of government services with ServiceNow Public Sector Digital Service.

ServiceNow Public Sector Digital Service

Public Sector Digital Service refers to using technology and digital platforms to provide public services to citizens. Its goal is to modernize and streamline the delivery of government services, making them more accessible, efficient, and user-friendly. This tool can include online portals for accessing government services, digital forms and applications, and automated processes for handling requests and inquiries. The use of digital technology in the public sector also enables real-time data analysis, improved decision-making, and enhanced citizen engagement. It can help you improve the quality and accessibility of government services, reduce costs, and improve efficiency.

Features of ServiceNow Public Sector Digital Service

ServiceNow Public Sector Digital Service includes a range of features to support the delivery of digital services to the public sector, including:

Incident management

Allows government employees to quickly and easily report and manage incidents, reduce response times, & improve service quality.

Request management

Automates the process of handling requests for service, providing a centralized repository for tracking and managing requests.

Knowledge management

 Access a centralized repository of information and knowledge, improving decision-making and reducing response times.

Service catalog

Allows citizens to easily access and request government services through an intuitive, user-friendly interface.

Service mapping

Offers a visual representation of the end-to-end service delivery process, enabling organizations to understand and improve.

Reporting and analytics

Gain insights into service delivery performance and make informed decisions based on real-time data.

Mobile app

Provides citizens with access to government services from their mobile device, improving accessibility and convenience.

Integration with other systems

Provide a seamless experience for gov. employees & citizens. e.g., legacy or enterprise resource planning (ERP) systems.

Benefits of Public Sector Digital Service!

Improved service delivery

Automates & streamlines public service delivery, resulting in faster response times and improved service quality.

Enhanced citizen engagement

Provides an intuitive, user-friendly interface allowing citizens to access & interact with gov. services efficiently.

Increased efficiency

 Eliminates manual, time-consuming tasks, reducing gov employees’ workload & freeing up resources for more strategic initiatives.

Better data management

 Provides a centralized repository for storing and managing data, allowing improved data analysis & informed decision-making.

Compliance with government regulations

 Meets gov organizations’ unique needs and requirements, including compliance with data privacy and security regulations.

Cost savings

By automating manual processes and reducing the need for paper-based forms, help gov organizations reduce costs & allocate resources more effectively.

Improved transparency

Provides real-time service delivery visibility, enabling government organizations to monitor and improve performance over time.

How to Choose the Best Public Sector Digital Service?

Requirements gathering

Understand the current process & identify improvement areas, necessary features, and capabilities.


Customize the user interface, set up workflows, and integrate with other systems.

Data migration

 Migrate all the existing data to the new platform and ensure a seamless transition.


Test the platform to ensure it meets the organizational needs and integrations with other systems.


Train the organizational employees to use the new platform and access or manage digital services.


Deploy the platform, make it available to employees, and inform citizens about the new services.

Ongoing support and maintenance

The platform is monitored and maintained over time to ensure that it continues to meet the needs better.

How Can Aelum Consulting Help with ServiceNow Public Sector Digital Service?

Aelum Consulting is a Premier ServiceNow partner that provides consulting services to organizations looking to implement and optimize the ServiceNow platform for their digital service needs. Specifically for the public sector, our experts can help with the following-

Digital Service Implementation

We can help implement the Now digital service platform to streamline operations, enhance citizen experiences, and improve service delivery.

ServiceNow Optimization

We can help public sector organizations optimize their existing ServiceNow instances to ensure they get the most out of the platform.

IT Service Management

We can help optimize IT service management processes by leveraging Now capabilities to align the organization’s needs with IT services.


We can help improve cybersecurity posture by leveraging Now security operations capabilities to provide a comprehensive view of their security posture.

Business Process Automation

We can help automate business processes using Now workflow capabilities. It can reduce costs, improve efficiency, & enhance overall quality.

Capabilities of ServiceNow Public Sector Digital Service!

Government Data Model

Includes service delivery relationships between gov., individuals, business employees, and agencies.

Service Catalog

Exposes the set of services available directly actioned from a portal. Allows for the quick introduction of new services.

Government Case Type

References the government data model and can be extended to meet specific needs.

Government Services Portal

 Allows requests from a service catalog, leveraging digital channels and virtual agents


Supports customers across the web, phone, chat, email, in-person, and social media.


Expands omnichannel service by engaging customers through their preferred messaging channels

Walk-up Experience for Customer Service

You can get an efficient in-person service experience for different customer experience needs.


Digitalizes and automates the service processes by maintaining the case flows across teams.

Agent Workspace

Amplifies agent productivity with guided resolution in a single pane of glass.

Knowledge Management

Offers instant access to relevant knowledge for customers and agents.


Use Visual Workflow & Low-code to connect customers or employees with peers to find answers and solve problems.


Automates service processes, tasks, and assignments with Flow Designer, Integration Hub, and Automation Engine.

Configurable Workspace

Space for employees to manage profiles and create & service cases with contextual support in a simple UI.

Performance Analytics

Anticipate trends, prioritize and drive service improvements by unlocking the insights.

Automation and Predictive Intelligence

Route issues, recommend solutions, define knowledge gaps, & provide decisions.

Service Mapping

Defines the IT systems that support workflow to trigger automatic notifications during an outage or maintenance.

Task Assignment

Automatically route work based on criteria or affinity and assign tasks to other departments using visual task boards.

Surveys and Dashboards

Collect the different experiences and reviews of the customers and produce on-demand reports and dashboards.

Frequently Asked Questions

The solution offers a wide range of capabilities, including IT service management, customer service management, human resources, and security operations. It also includes powerful automation and integration capabilities to help agencies streamline workflows and processes.

The solution provides many benefits, including enhanced efficiency, collaboration, security, and service delivery to citizens. It also offers real-time visibility into processes and workflows, allowing agencies to track progress and make data-driven decisions.

Yes, the solution is highly customizable and tailored to meet the unique needs of each agency. It means that agencies can adapt the solution to fit their specific workflows and processes rather than changing their workflows to fit the solution.

Yes, the solution complies with government regulations and industry standards, including FedRAMP, ITIL, and HIPAA. It also includes advanced security features to help agencies protect their data and infrastructure.

Yes, state and local governments can use the solution, as well as federal agencies. It’s designing flexible and scalable, allowing it to meet the needs of organizations of all sizes.

Yes, ServiceNow provides comprehensive training and support for the solution, including online training courses, documentation, and a user community where users can share information and best practices.

Our Clients

We’ll guide you, work with you and deliver the best