Public Sector
Modernize Government Operations to Better Serve Your Communities
Citizens expect digital-first experiences from their government—but most agencies are constrained by legacy systems, siloed departments, and manual processes. TQStarling helps federal, state, and local government organizations deploy ServiceNow to create unified digital platforms that improve constituent service, increase operational efficiency, and deliver measurable outcomes with limited resources.
The public sector is facing a transformation imperative. Constituents expect to renew licenses, apply for permits, request services, and get answers online, without phone calls, office visits, or paperwork. Employees expect modern tools that make their jobs easier, not harder. And elected officials demand measurable results: faster service delivery, improved satisfaction scores, and better use of taxpayer dollars.
Yet most government agencies operate on decades-old technology infrastructure. Departments function in silos with their own systems. Case management happens through email and spreadsheets. Citizens call multiple numbers to get answers. Knowledge lives in individual employees’ heads rather than searchable systems. IT backlogs stretch for months. And workforce turnover threatens to take institutional knowledge out the door.
The stakes go beyond operational efficiency. Public trust in government depends on the ability to deliver services effectively. When residents can’t get timely answers, permits take months instead of weeks, or critical services are difficult to access, frustration builds. Meanwhile, neighboring jurisdictions that have modernized their operations are delivering better experiences with fewer resources—creating competitive pressure even in the public sector.
The Core Challenges
Public sector leaders face a distinct set of pressures that compound across departments and jurisdictions:
Legacy Systems and Technical Debt
Decades of technology investments have created a complex landscape of disconnected systems—many running on outdated platforms that are expensive to maintain, difficult to integrate, and impossible to extend. Modernization efforts stall because replacing these systems feels overwhelming and risky.
Siloed Departments and Fragmented Data
Each department operates independently with its own systems, processes, and data. When a constituent request requires coordination across departments, building permits that involve planning, zoning, and inspections, manual handoffs create delays and confusion. No one has a unified view of citizen interactions.
Manual, Paper-Based Processes
Despite modernization efforts, many government services still rely on phone calls, in-person visits, and paper forms. Citizens can’t track request status. Staff manually enter information from one system to another. Case resolution takes weeks because there’s no workflow automation. Productivity suffers.
Workforce Challenges & Knowledge Loss
Public sector employees are aging out of the workforce, taking decades of institutional knowledge with them. New hires expect modern technology, not legacy green-screen terminals. Without knowledge management systems and process automation, agencies risk losing critical expertise and struggling to onboard replacements.
Lack of Visibility and
Performance Measurement
Leadership teams lack real-time dashboards showing service performance, case volumes, resolution times, and citizen satisfaction. Reporting requires manual data compilation. Without visibility into operational metrics, it’s impossible to identify bottlenecks, allocate resources effectively, or demonstrate accountability to elected officials and constituents.
Budget Constraints and
"Do More with Less" Mandates
Public sector budgets are perpetually constrained, and agencies face pressure to deliver more services with flat or declining resources. Traditional modernization approaches, large-scale custom development or system replacements, are financially and politically difficult. Agencies need solutions that deliver value incrementally and prove ROI quickly.
Our Point of View
The answer isn’t wholesale system replacement. It’s a modern digital platform that orchestrates across your existing systems and incrementally delivers citizen-facing and operational improvements.
Most government modernization initiatives start with a fundamental mistake: attempting to replace too much or everything at once. The reality is that many legacy systems need to stay, they contain decades of data, support critical functions, and replacing them is prohibitively expensive and risky. What’s needed isn’t replacement, it’s intelligent orchestration: a modern platform layer that connects existing systems, automates workflows, and provides unified interfaces for both citizens and employees.
This is where ServiceNow for Government transforms operations. Instead of ripping out legacy systems, you create a digital front door that citizens use to request any service—and behind the scenes, ServiceNow orchestrates workflows across your existing systems. Instead of employees toggling between applications, they work from a unified agent desktop that surfaces information regardless of where it lives. Instead of manual handoffs between departments, automated workflows route cases intelligently and track progress end-to-end.
The shift from “siloed by department” to “unified by citizen need” is not just about technology—it’s about transforming how government delivers value. And it happens incrementally: start with high-impact citizen services, prove value, then expand to additional departments and use cases.
like this:
Citizens
Access a single digital portal for any government service, with the ability to submit requests, track status, and get answers 24/7 without phone calls or office visits.
Employees
Work from unified case management interfaces that orchestrate workflows across departments and backend systems, eliminating manual coordination.
Departments
Share a common platform with standardized processes while maintaining appropriate autonomy and security controls.
Leadership
Has real-time dashboards showing service performance, citizen satisfaction, and operational efficiency—enabling data-driven decisions.
IT Teams
Can extend and improve services through low-code/no-code tools rather than lengthy custom development projects.
How ServiceNow Applies
TQStarling specializes in implementing and modernizing ServiceNow for Government, with expertise in citizen service delivery, IT modernization, and enterprise service management across federal, state, and local agencies.
ServiceNow Citizen Service Management
Create a unified digital front door for all government services.
Citizen Portal
Single access point for residents to request services, submit applications, track status, and get answers
Omnichannel Engagement
Support citizen interactions across web, mobile, phone, in-person, and social media channels
Intelligent Routing
Automatically route requests to the right department and staff based on type, location, and priority
Case Management
Unified case tracking across departments with workflow automation and SLA management
Knowledge Management
Self-service knowledge base that deflects routine inquiries and empowers citizens to find answers
Government Service Management
Modernize internal operations across departments.
IT Service Management (ITSM)
Modernize IT support with automated workflows, asset management, and self-service capabilities
HR Service Delivery
Streamline employee onboarding, benefits, payroll inquiries, and HR case management
Facilities Service Management
Manage building maintenance, space planning, and facility requests
Field Service Management
Coordinate field inspections, maintenance crews, and mobile workforce
License & Permit Management
Automate permit applications, approvals, inspections, and renewals
Public Safety & Emergency Management
Coordinate response and manage critical operations.
Emergency Response Coordination
Manage incidents, coordinate resources, and track response activities
Public Safety Case Management
Handle non-emergency requests and community concerns
Asset and Fleet Management
Track vehicles, equipment, and resources across the organization
Enterprise Capabilities
Platform features that benefit all government use cases.
Capability Area
Business Impact
Citizen Experience
Deliver digital-first services with 24/7 access and real-time status tracking
Workflow Automation
Eliminate manual handoffs and accelerate service delivery across departments
Integration Hub
Connect ServiceNow to legacy systems without custom code
Reporting & Analytics
Real-time dashboards showing performance, satisfaction, and operational metrics
Mobile Access
Enable field workers and citizens to access services via mobile devices
Security & Compliance
FedRAMP authorized with built-in controls for government security requirements
How It Connects
Each challenge maps to a solution.
Challenge
ServiceNow Solution
Legacy systems and technical debt
Integration Hub connects legacy systems without replacement
Siloed departments and fragmented data
Unified platform with cross-department workflows
Manual, paper-based processes
Digital portals and automated workflows
Workforce challenges and knowledge loss
Knowledge management and low-code process automation
Lack of visibility and measurement
Real-time dashboards and analytics
Budget constraints
Incremental deployment proving ROI before expanding
Enterprise Capabilities
Capability Area:
Business Impact:
Capability Area:
Business Impact:
Capability Area:
Business Impact:
Capability Area:
Business Impact:
Capability Area:
Business Impact:
Capability Area:
Business Impact:
How It Connects
Callenge:
ServiceNow Solutions:
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ServiceNow Solutions:
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ServiceNow Solutions:
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ServiceNow Solutions:
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ServiceNow Solutions:
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ServiceNow Solutions:
Proof Points
Government Agencies Transforming with ServiceNow
Public sector organizations at every level are using ServiceNow to modernize operations.
Federal Government
- Multiple federal agencies have deployed ServiceNow for IT modernization, citizen services, and enterprise operations
- FedRAMP authorized platform meets stringent security and compliance requirements
- Supporting mission-critical operations across civilian and defense agencies
State & Local Government
- Digital Front Door Initiatives – States launching unified citizen portals for all government services
- 311 Service Modernization – Cities replacing legacy 311 systems with ServiceNow case management
- Permit & Licensing – Jurisdictions automating construction permits, business licenses, and inspections
- IT Modernization – Agencies replacing legacy ITSM tools and creating employee service centers
Education
- Universities deploying ServiceNow for student services, IT support, and faculty operations
- K-12 districts using ServiceNow for facilities management and IT service delivery
Public Sector Outcomes
Citizen Experience Improvements:
40-60% reduction in service request resolution times.
24/7 digital access to government services eliminating office visits.
Real-time status tracking reducing “where’s my request?” phone calls.
Higher satisfaction scores through improved responsiveness and transparency.
Operational Efficiency Gains:
30-50% reduction in manual processing time through workflow automation.
Faster case resolution through intelligent routing and cross-department coordination.
Improved employee productivity by eliminating time spent searching for information.
Better resource allocation enabled by real-time performance visibility.
Measurable ROI:
Reduced IT costs through platform consolidation and automation.
Faster service delivery translating to measurable cost per transaction reductions.
Incremental implementation allowing agencies to prove value before major investment.
Reusable components accelerating subsequent department deployments.
IT Modernization Success:
Legacy system integration without expensive replacements.
Low-code/no-code development reducing dependence on scarce technical resources.
Cloud deployment eliminating infrastructure management overhead.
FedRAMP authorization simplifying compliance and security assurance.
Let's talk about your agency's digital
transformation journey.
Whether you’re looking to launch a citizen portal, modernize IT operations, automate permit and licensing workflows, or create an enterprise service management platform across departments, TQStarling brings the government expertise to make it happen.g
WHAT TO EXPECT
30-minute discovery conversation to understand your priorities, constraints, and current state
Assessment of your technology landscape and high-impact use cases
Clear perspective on implementation approach, resource requirements, and realistic timelines
Guidance on change management, stakeholder engagement, and building internal support
No pressure, no generic sales pitch—just practical advice from practitioners who understand government operations