How is ServiceNow transforming government operations?
The City of Raleigh has cut service desk costs by 66 percent after deploying the company's AI agents, according to ServiceNow.
On July 22, 2026, ServiceNow announced that nearly all 50 U.S. states are now using the ServiceNow AI Platform, according to the company. The software provider said state and local agencies in California, Hawaii, North Carolina, and Washington, D.C. are among those using the platform to modernize government operations.
The company said the platform is designed to help agencies unlock the value of their data and strengthen cybersecurity while maintaining what it called government-grade security across any cloud, AI model, data source, and system. According to ServiceNow, the platform provides an autonomous workforce of AI specialists that work alongside government employees to reduce wait times on services such as permits, benefits, and constituent requests.
ServiceNow said its public sector momentum follows adoption from roughly 90 percent of Fortune 500 companies.
State and Local Deployments
In California, the California Housing Finance Agency is using its AI-powered Public Sector Digital Services to support call center agents and resolve tickets tied to home loan and housing assistance programs. The company said this has reduced costs while improving the citizen experience.
In Hawaii, ServiceNow said the state launched the platform in six weeks, establishing a shared enterprise service platform that now powers the statewide help desk, self-service tools, and IT service management.
In North Carolina, the City of Raleigh became the first municipal government to deploy its L1 AI Specialist in production without an in-house AI engineering team. ServiceNow said the deployment cut service desk costs by 66 percent and returned more than 1,300 staff hours a year.
Mark Wittenburg, chief information officer of the City of Raleigh, said, "Today, ServiceNow AI agents are autonomously resolving nearly half of our IT support requests, and our goal is to reach 85% as we continue to automate routine work."
In Washington D.C., the Office of the Chief Technology Officer is replacing existing contact center and workflow tools with the platform, using a tool called EmployeeWorks to give city employees a single entry point for service requests.
Mike Hurt, group vice president of U.S. Public Sector at ServiceNow, said the company brings "AI that's governed by design through our AI Control Tower, built to scale across agency missions."
ServiceNow said more than 100 billion workflows run on its platform annually across its customer base.
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Key Takeaways
- Nearly all U.S. states now utilize ServiceNow's AI Platform to modernize government operations.
- The City of Raleigh reduced service desk costs by 66% after deploying AI agents.
- ServiceNow's platform enhances cybersecurity while providing autonomous AI support for government employees.
- California and Hawaii report improved citizen experiences through efficient AI-powered public sector services.
- ServiceNow's public sector growth follows adoption by approximately 90% of Fortune 500 companies.