How ServiceNow Helps Local Governments Elevate Citizen Services and Operational Efficiency

By Celeste Rudd, ServiceNow Solutions Sales Manager

Local governments face rising pressure to deliver more with less—balancing citizen expectations for fast, digital-first services with the realities of aging infrastructure, limited funding, and siloed systems. The need for modernized, unified platforms that improve visibility, automate routine tasks, and support cross-departmental collaboration has never been greater. 

ServiceNow is transforming how public agencies operate. As a single system of action, it connects people, processes, data, and technology to drive end-to-end efficiency and measurable outcomes. At SDI Presence, we specialize in helping municipalities unlock the full potential of ServiceNow across both IT and operational workflows. 

 Common Challenges in Local Government Operations 

1. Fragmented Systems & Manual Workflows
   Outdated systems create inefficiencies, bottlenecks, and poor citizen experiences—especially when requests span multiple departments.
2. Limited Visibility & Proactive Planning
   Without centralized asset tracking, performance data, or maintenance logs, teams operate reactively rather than strategically.
3. Increasing Risk & Regulatory Pressures
   Cybersecurity, environmental regulations, and grant compliance demand unified governance frameworks and real-time reporting.
4. Citizen Expectations for Digital Self-Service
   From permits to event scheduling, residents now expect seamless, mobile-friendly digital interactions with government services.

SDI + ServiceNow: A Modern Foundation for Public Sector Transformation
At SDI Presence, we leverage ServiceNow’s Public Sector Digital Services (PSDS) to help agencies deliver more responsive, equitable, and accessible services. This purpose-built solution comes with pre-configured workflows designed for government operations—and SDI ensures it’s implemented with the right strategy, integrations, and support to deliver real-world impact. 

Together, SDI and ServiceNow help public sector organizations modernize operations with: 

• Citizen request management and digital service portals – SDI configures intuitive, mobile-friendly self-service experiences that reduce call volumes and increase citizen satisfaction. 

• Field service coordination across agencies and departments – We enable seamless scheduling and dispatching for field teams, supported by centralized communication and real-time updates. 

• Environmental, safety, and compliance tracking – SDI builds solutions that automate reporting and enhance visibility into mission-critical regulatory efforts. 

• Facilities and asset management powered by predictive AI – Our team helps deploy connected asset monitoring and preventive maintenance workflows that reduce costs and extend asset lifecycles. 

• Emergency and incident response with GIS-enabled dashboards – SDI integrates situational awareness tools that support faster, data-driven decision-making during crises. 

Contact SDI today to learn more about the foundation we build on with ServiceNow.