ServiceNow announced strong momentum in the public sector, with nearly all 50 U.S. states transforming mission outcomes using the ServiceNow AI Platform. State and local agencies in California, Hawaii, North Carolina, and Washington, D.C. are leveraging the platform to improve citizen services and modernize operations on a trusted and integrated government-grade platform. The adoption places nearly all state governments alongside ~90% of the Fortune 500 in utilizing the ServiceNow AI Platform.
The platform helps state and local governments modernize operations, unlock data value, and strengthen cybersecurity. It features an autonomous workforce of AI specialists that assist employees in reducing wait times for permits, benefits, and constituent requests while maintaining security across any cloud, AI model, data source, and system.
"State and local leaders are redefining what government can deliver, and ServiceNow is proud to be the platform making it possible," said Mike Hurt, group vice president of U.S. Public Sector at ServiceNow. "We bring AI that's governed by design through our AI Control Tower, built to scale across agency missions, and designed to keep humans in the loop so agencies can earn and keep the citizen trust their missions depend on."
State and Local Agency Implementations
Agencies are achieving durable value ROI from the ServiceNow AI Platform through various implementations:
| Location |
Agency / Entity |
Key Implementation Details |
| California |
California Housing Finance Agency (CalHFA) |
Uses AI-powered Public Sector Digital Services for call center assistance and agentic AI ticket resolution. Multi-channel self-service and auto-generated summaries have reduced costs. |
| Hawaii |
State of Hawaii |
Launched the platform in six weeks to establish a shared enterprise service platform. Powers the statewide HIP help desk, AI-enabled self-service, and enterprise IT service management. |
| North Carolina |
City of Raleigh |
First municipal government to deploy ServiceNow’s L1 AI Specialist in production. AI agents route service tickets, cutting service desk costs by 66% and returning more than 1,300 staff hours annually. |
| Washington, D.C. |
Office of the Chief Technology Officer (OCTO) |
Replacing contact center tools with the platform. Uses EmployeeWorks for service requests and agentic AI for fulfillment. Extending to grants management to target reduced processing time. |
Strategic Impact and Future Goals
The California Housing Finance Agency utilizes the platform to manage calls regarding low-interest rate home loans and down payment assistance. The City of Raleigh is extending AI-powered service to all 500,000 residents, with AI agents currently autonomously resolving nearly half of IT support requests. The city aims to reach 85% resolution automation.
Washington, D.C.'s OCTO is using the ServiceNow AI Control Tower to gain visibility into every AI model and agent in production. The district expects to reduce grants processing time by 60 percent, creating a unified front door for employee requests.
"Our ServiceNow AI Platform represents the new path we're charting for the future of government in Hawaii," said Darren Cantrill, information system manager, State of Hawaii. "In just six weeks, we built a shared enterprise service platform that's already changing how agencies collaborate and how quickly we can respond to the people we serve."
"Our goal is to make DC Government simpler on the front end and smarter on the back end," said Stephen N. Miller, chief technology officer, the District of Columbia. "With the ServiceNow AI Platform, we're creating one unified front door for employee requests, so our workforce can spend less time navigating systems and more time serving the District."
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