Public sector organisations face increasing expectations for seamless, intuitive services. This session offers a practical look at how global federal agencies are using the ServiceNow platform to modernise operations, connect processes across departments, and responsibly adopt AI to improve both staff and citizen experiences.

In this session we will explore governance frameworks, process modernisation approaches, workflow standardisation, and strategies for building trust and transparency in AI-augmented services. Attendees will leave with adaptable practices for enabling more efficient, equitable, and citizen-aligned service delivery.