Raj Iyer
Head of Global Public Sector, ServiceNow
As the nation emerged from the pandemic, the digital divide between how citizens are serviced by government and as consumers has only increased, said Raj Iyer.
Today, governments struggle to keep up with citizen expectations for more digital services. Too many services are still manual and require citizens to interact with government agencies through paper forms and in-person support at the national, state and local levels.
At the same time, citizens often don’t fully leverage benefits provided by government because of the difficulty in accessing these services that typically require interagency coordination. This is especially true for the most vulnerable population, such as veterans and other displaced persons who rely on government the most.
At the same time, Iyer said agencies struggle with costs associated with modernizing their legacy IT systems to support these digital services with decreasing budgets, while at the same time inheriting greater cybersecurity and privacy risks with aging systems. Now is the time for the government to prioritize digital transformation to focus on citizen experience and data-driven solutions.
Technologies such as AI and GenAI integrated into digital platforms like ServiceNow can empower agencies to provide high-quality anticipatory services to citizens while protecting their data in a secure accredited cloud architecture.
“It should go without saying: When governments work, the world works. That’s why we need to recognize that ServiceNow’s role in this global industry has never been more critical,” said Bill McDermott, chairman and CEO of ServiceNow. “Raj is the best of the best. He’s the perfect leader to accelerate the mission critical nature of the work we do with governments around the world, to transform experiences for employees, service members, and citizens.”
Why Watch
ServiceNow’s Global Public Sector business is helping some of the world’s largest public sector customers benefit from digital transformation through the adoption of the ServiceNow platform. The team focuses on advising CXOs on establishing a digital transformation program through the development of vision, strategy and roadmaps to enable shorter time to value and reduce risk associated with transformation projects.
Organizations in regions around the world and across all sectors of citizen experience need digitization. GPS is building a suite of mission solutions on the Now Platform to cater specifically to the public sector business and is establishing digital transformation Centers of Excellence globally to support co-innovation with customers.
“There is no company in the world that is more passionate about helping the public sector transform than ServiceNow,” Iyer said. “We are making big investments in building public sector unique solutions in secure, sovereign and accredited clouds in key geographies to help reduce the barriers to entry for public sector customers. The platform has Generative AI capabilities fully integrated into every workflow and trained on domain-specific Large Language Models so that the customer data never leaves their secure cloud tenant.”