AI in the Australian Public Sector: ServiceNow’s Vision for the Public Good

Nick Herbert, Executive Director, Global Public Sector at ServiceNow, explores the role of AI in the Australian public sector, highlighting global and local trends in digital transformation. Surveys of 5,000 executives, including 500 in Australia, reveal a perceived drop in AI maturity, reflecting the rapid pace of technological change rather than regression. Despite this, Australia performs well in digital citizen services, with initiatives like myGov and Digital ID achieving strong adoption compared to other jurisdictions. Nick emphasises three priorities for public sector leaders: boosting workforce productivity, advancing modernisation without wholesale replacement, and enhancing customer experience.

ServiceNow demonstrates workforce productivity gains by streamlining HR and people processes, offering self-service options, automation, and AI tools. Case studies, such as the New Zealand Department of Corrections, show significant efficiency improvements in payroll and HR case management through centralised operations and technology upgrades. Modernisation extends to the back office, where ServiceNow provides an orchestration…