Effective service delivery in government connects siloed departments and enables self-service. It requires a focus on resolution, not just response, so government service delivery becomes a closed-loop process.

To enable modern citizen services, ServiceNow delivers a cloud-based customer service management solution, built on the Now® Platform, allowing government agencies to optimize services end-to-end. This approach to citizen service can help you deliver government services that reflect the innovation and seamless experiences citizens expect in the 21st century.

In this report, we’ll explore the Nine Steps state and local IT leaders can take to organize government services for consumer-grade experiences that transform citizen service delivery.