ServiceNow Unveils New Research on Government Organizations Setting the Pace for AI-Driven Transformation
ServiceNow (NYSE: NOW) has released new research revealing how government organizations are leveraging AI for digital transformation. The study identifies 'Pacesetters' - organizations advanced in AI adoption - who achieve 1.5X faster returns on digital investments. These leaders report significant improvements in key areas:
- 50% higher asset utilization and return
- 49% improved compliance and risk management
- 47% increase in self-service success
- 45% higher citizen satisfaction
The research shows Pacesetters are effectively implementing end-to-end platforms, with 67% expecting advanced progress within three years. They're leveraging AI for personalized citizen communication, service improvement, and automated responses to citizen queries.
ServiceNow (NYSE: NOW) ha pubblicato una nuova ricerca che rivela come le organizzazioni governative stiano sfruttando l'IA per la trasformazione digitale. Lo studio identifica i 'Leader di Settore' - organizzazioni avanzate nell'adozione dell'IA - che ottengono ritorni 1,5 volte più rapidi sugli investimenti digitali. Questi leader segnalano miglioramenti significativi in aree chiave:
- Utilizzo e ritorno degli asset superiori del 50%
- Miglioramento della conformità e della gestione dei rischi del 49%
- Aumento del 47% nel successo del self-service
- Maggiore soddisfazione dei cittadini del 45%
La ricerca mostra che i Leader di Settore stanno implementando efficacemente piattaforme end-to-end, con il 67% che si aspetta progressi significativi entro tre anni. Stanno sfruttando l'IA per comunicazioni personalizzate con i cittadini, miglioramento dei servizi e risposte automatizzate alle richieste dei cittadini.
ServiceNow (NYSE: NOW) ha lanzado una nueva investigación que revela cómo las organizaciones gubernamentales están aprovechando la IA para la transformación digital. El estudio identifica a los 'Pioneros' - organizaciones avanzadas en la adopción de IA - que logran retornos 1.5 veces más rápidos en inversiones digitales. Estos líderes informan mejoras significativas en áreas clave:
- 50% más de utilización y retorno de activos
- 49% de mejora en el cumplimiento y gestión de riesgos
- 47% de aumento en el éxito del autoservicio
- 45% más de satisfacción ciudadana
La investigación muestra que los Pioneros están implementando eficazmente plataformas integradas, con un 67% que espera avances significativos en tres años. Están aprovechando la IA para la comunicación personalizada con los ciudadanos, la mejora de servicios y respuestas automatizadas a las consultas ciudadanas.
ServiceNow (NYSE: NOW)는 정부 기관이 디지털 혁신을 위해 AI를 활용하는 방법에 대한 새로운 연구 결과를 발표했습니다. 이 연구는 AI 채택에 뛰어난 '선도 조직'을 식별하며, 이들은 디지털 투자에 대해 1.5배 더 빠른 수익을 달성합니다. 이들 리더는 주요 영역에서 상당한 개선을 보고하고 있습니다:
- 자산 활용도 및 수익 50% 증가
- 준수 및 위험 관리 49% 개선
- 셀프 서비스 성공률 47% 증가
- 시민 만족도 45% 향상
연구에 따르면 선도 조직은 엔드 투 엔드 플랫폼을 효과적으로 구현하고 있으며, 67%가 3년 내에 고급 진전을 기대하고 있습니다. 이들은 AI를 활용해 시민과의 개인화된 커뮤니케이션, 서비스 개선 및 시민 문의에 대한 자동화된 응답을 진행하고 있습니다.
ServiceNow (NYSE: NOW) a publié une nouvelle recherche révélant comment les organisations gouvernementales tirent parti de l'IA pour leur transformation numérique. L'étude identifie les 'Pionniers' - des organisations avancées dans l'adoption de l'IA - qui réalisent des retours 1,5 fois plus rapides sur les investissements numériques. Ces leaders signalent des améliorations significatives dans des domaines clés :
- Utilisation et retour d'actifs supérieurs de 50%
- Amélioration de la conformité et de la gestion des risques de 49%
- Augmentation de 47% du succès du libre-service
- Satisfaction citoyenne supérieure de 45%
La recherche montre que les Pionniers mettent en œuvre efficacement des plateformes de bout en bout, avec 67% prévoyant des progrès avancés dans les trois ans. Ils utilisent l'IA pour une communication personnalisée avec les citoyens, l'amélioration des services et des réponses automatisées aux demandes des citoyens.
ServiceNow (NYSE: NOW) hat eine neue Forschung veröffentlicht, die zeigt, wie Regierungsorganisationen KI für die digitale Transformation nutzen. Die Studie identifiziert 'Wegbereiter' - Organisationen, die in der KI-Adoption fortgeschritten sind - die 1,5-mal schnellere Renditen auf digitale Investitionen erzielen. Diese Führungskräfte berichten von erheblichen Verbesserungen in wichtigen Bereichen:
- 50% höhere Asset-Nutzung und Rendite
- 49% verbesserte Compliance und Risikomanagement
- 47% Anstieg des Erfolgs im Self-Service
- 45% höhere Bürgerzufriedenheit
Die Forschung zeigt, dass Wegbereiter effektiv End-to-End-Plattformen implementieren, wobei 67% innerhalb von drei Jahren mit fortschrittlichen Fortschritten rechnen. Sie nutzen KI für personalisierte Bürgerkommunikation, Serviceverbesserung und automatisierte Antworten auf Bürgeranfragen.
- 61% of Pacesetters achieve 1.5X faster return on digital investments
- 50% higher asset utilization and return reported by Pacesetters
- 67% of Pacesetters expect advanced progress in end-to-end platforms within 3 years
- 47% increase in self-service success rates
- 45% improvement in citizen satisfaction
- Many government organizations still haven't realized full benefits of digital technology
- adoption of innovation across diverse government missions
Insights
The research findings reveal significant operational advantages for government organizations embracing AI through ServiceNow's platform. The 61% faster ROI and improved outcomes among Pacesetters demonstrate tangible benefits that could drive increased platform adoption. Key metrics like
The study strategically positions ServiceNow as a leader in government digital transformation, potentially expanding its $197B market cap through increased public sector penetration. While government sales cycles are typically long, the documented success metrics and focus on compliance and risk management (
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Most Pacesetters (
61% ) achieve 1.5X faster returns on digital investments and report better outcomes than their peers. -
Pacesetters are seeing tangible CX benefits from their digital solutions investments, reporting higher increases in self-service success (
47% ) and higher citizen satisfaction (45% ). - Key insights illuminate the unique ways Pacesetters use AI to improve citizen and employee experiences, strengthen compliance, and scale business processes.
According to the research, many government organizations have yet to reap the full benefits of digital technology and relatively few are leveraging innovation to advance their diverse missions. The report outlines best practices implemented by Pacesetters that can be replicated in other government organizations to improve outcomes.
“In today’s fast-paced digital world, governments need AI-driven solutions to meet the evolving expectations of citizens and employees,” said Jonathan Alboum, Federal CTO at ServiceNow. “This report reinforces that leading governments are already reaping the benefits of AI through accelerated service delivery, citizen experience, and employee productivity. Whether you’re a Pacesetter or still in the beginning stages of a digital journey, these findings show that the future is promising for those willing to embrace AI.”
Key findings from The State of AI-Powered Transformation in Government include:
Improving Speed of Mission
Pacesetters significantly improve their speed and agility by integrating automation into their organizations’ processes. This profoundly impacts both government employees and the citizens they serve.
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Faster time to value with more benefits. Most Pacesetters (
61% ) achieve a 1.5X faster return on digital investments and report greater outcomes from those investments – including higher asset utilization and return (50% ), improved compliance and risk management (49% ), and faster public services (41% ). -
Automating workflows with end-to-end platforms. Pacesetters are making greater progress in implementing end-to-end platforms, with
67% expecting to make advanced progress within the next three years. Currently,59% have invented new cross-functional workflows that leverage human and AI collaboration. -
Accelerating productivity and ability to scale transformation. Pacesetters boost productivity via specific digital solutions, such as mobile apps (
64% ), performance management systems (43% ), and AI-enabled tools (38% ). Those investments are paying off for Pacesetters, measured by improved staff retention (49% ), employee upskilling and reskilling (44% ), and productivity (41% ).
AI-Powered Citizen Service Delivery
Pacesetters are finding new momentum within their Citizen Experience (CX) efforts through unique uses of AI and other digital solutions. This is not only improving citizen service delivery but also helping build trust.
- Reshaping government services with AI. Governments are using AI in various ways to accelerate citizen service delivery. The top uses for AI among Pacesetters include personalization of citizen communication and engagement, continuous service improvement with feedback loops, and citizen queries and recommendations.
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Technology improves citizen experience and builds trust. Pacesetters are making greater use of apps and automation to reach citizens. Compared to the general population of government agencies in our survey, Pacesetters are more likely to deploy mobile apps that citizens can use to access government services (
47% ), digital identities for easy and secure access to public services (46% ), and automated responses to citizen problems or requests (44% ). -
Tech investments are beginning to drive CX improvements. Those embracing AI are starting to see the tangible CX benefits from their digital solutions investments, reporting higher increases in self-service success (
47% ) and higher citizen satisfaction (45% ).
To view the full research report and uncover how governments across the globe can improve their AI-driven transformation, please visit: https://www.servicenow.com/lpwhp/state-of-ai-powered-transformation-in-government.html.
Methodology
ServiceNow and ThoughtLab surveyed 1,248 leaders from around the globe and across agency types to determine how much progress government organizations have made in driving AI-powered business transformation across local, state/provincial, and national government organizations.
About ServiceNow:
ServiceNow (NYSE: NOW) is putting AI to work for people. We move with the pace of innovation to help customers transform organizations across every industry while upholding a trustworthy, human centered approach to deploying our products and services at scale. Our AI platform for business transformation connects people, processes, data, and devices to increase productivity and maximize business outcomes. For more information, visit: www.servicenow.com.
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Press contact
Kelly Sandberg
servicenow@merrittgrp.com
Source: ServiceNow, Inc.
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