The technology available to companies today is evolving rapidly. One major technology that has proliferated in every sector is artificial intelligence. In fact, 70 percent of companies report that they have tested or implemented generative AI (GenAI). Keeping up with these changes isn’t a one-time endeavor. It is a continual process of adopting the right technology that will remain useful over time and watching for new, beneficial tools that emerge.
In an episode of The Distillery Podcast, Jonathan Alboum discussed the many ways federal agencies are using ServiceNow to modernize apps and improve processes. Jonathan has a background rooted in public service with the federal government as the chief information officer for the US Department of Agriculture. Today, he is the federal chief technology officer for ServiceNow, where he works with federal agencies to unlock productivity with digital workflows. He is passionate about helping these agencies fulfill their missions to deliver services to the public. Here is how Jonathan says federal agencies have benefited from moving to the ServiceNow platform.
Evolving technology
Business needs evolve over time, and a company’s technology should evolve as well. Whether a company is just getting started with its digital transformation or is in the midst of its continual evolution, it is important to consistently assess what the business’s technology needs are. Jonathan points out that many organizations are working with outdated, bespoke applications that are in need of modernization. These apps were custom-built to meet specific needs that made sense at the time, but with new technology and cloud-based solutions available, these apps can now be replaced with more efficient options. “We have a new set of capabilities available to us, and we have trusted platforms and agencies like ServiceNow,” Jonathan says.
While an organization or agency may have legacy apps designed for a singular purpose, ServiceNow allows data to be brought together on a single platform to create more efficient workflows and processes and serve a variety of purposes, from hardware and software management to human resources. As Jonathan points out, ServiceNow allows users to create mission-specific workflows on a trusted platform and deliver services all in one place with the same technology. “It is a lot faster to do this on ServiceNow because these things are there and the platform already exists and is being used,” he says.
GenAI is one tool ServiceNow is using to improve clients’ processes and provide greater functionality. GenAI can be used for app development and a variety of time-consuming duties that are necessary but take up valuable time. Government agencies have found value in using GenAI for case summaries, creating knowledge articles, and other mundane tasks.
Cost savings
ServiceNow has the power to make workflows and systems throughout the organization work more efficiently, saving organizations time and money. Jonathan refers to ServiceNow as the “connective tissue” that brings data and processes together. Instead of having siloed processes and scattered data, users are able to pull information from a variety of sources in order to make better, faster decisions.
ServiceNow not only allows for these systems to be updated but also gives developers an avenue to create custom solutions more quickly with GenAI and low-code development. “We have an application development capability that we can use to describe an application,” Jonathan says. “And then a version of that application can be constructed, and then humans can come in and make it better.”
When services, workflows, and data are brought onto the same platform, everything becomes much more efficient. Building and maintaining apps happens more quickly, and users have the same look and experience with everything they use. Working with the systems from every side becomes easier and faster, Jonathan says.
Building trust
Building trust with clients and users is critical for businesses and government agencies alike. ServiceNow helps build trust through cost savings, efficiency, and reliable products. Government agencies using ServiceNow are able to provide a consistent, reliable product for their clients, whether it be other government organizations or the general public. “Slowly but surely, we build a very modernized and digital government that people begin to trust because when they interact with it, we have great experiences,” Jonathan says. He pointed out the example of the US Fish and Wildlife Service, which began using an electronic permitting program. What was once a cumbersome process—sending in a form with a paper check—is now much faster and easier for the public with online applications and fees.
In order to continue to build trust, Jonathan said organizations must be able to identify measurements of success for what they want to build and show the value it brings. According to a Deloitte survey, three out of four respondents had difficulty defining the success of their digital transformation goals. Jonathan says having a baseline and identifying key metrics that will prove value will allow stakeholders to see the digital transformation was worth the investment.
Another crucial area where organizations must build trust is with the use of artificial intelligence. A recent Harvard Business Review study found that 57 percent of people do not trust artificial intelligence. There are a host of uses for GenAI in many areas, but agencies must ensure that they are using trustworthy artificial intelligence and keeping data secure. When customers can trust the organization, they will have a greater appreciation for the benefits the new technology can provide.
Generative artificial intelligence and other technology are powerful tools that can help organizations provide better service, and a platform like ServiceNow harnesses that power. As organizations adopt new technologies along their digital transformation journey, they are able to provide more valuable services while reducing costs and building trust.
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You're working in a rapidly shifting environment.
Global dynamics, AI advancements, heavy competition–the only certainty is change.
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We’re with you for what comes next
You're working in a rapidly shifting environment.
Global dynamics, AI advancements, heavy competition–the only certainty is change.
We get it. And we’re here to help you harness the full potential of ServiceNow to simplify transformation.
Let's navigate the future together.
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