Public sector
Citizen requests to accountable services. Digital services that are easy for people to use and clear for staff to run, with every step on record.
Citizens expect to see progress
People want to report a problem or request a service online and see what happens next. Behind the scenes, requests often move by paper, phone and email, with no clear owner and no record of progress.
We build citizen-facing portals and the workflows behind them on ServiceNow, and can connect public assets like streetlights, pumps and buildings, so issues are routed, tracked and closed with full transparency.
Where we help
-
Citizen service portals
Simple online forms for requests and reports, with progress updates people can follow.
-
Case management
Clear workflows across departments, with owners, deadlines and escalation.
-
Field service
Jobs assigned to field crews by location and skill, with updates from the field.
-
Public asset monitoring
Sensors on streetlights, pumps, water levels and buildings that raise issues automatically.
-
Internal IT and HR services
Employee services on the same platform, reducing manual paperwork.
-
Transparency and reporting
Live reporting on volumes, response times and outcomes.
How it plays out
A resident notices a streetlight that has stopped working.
-
Signal
The resident reports it on the portal, with a photo and the location on a map.
-
Decision
The request is matched to the streetlight asset and routed to the right ward.
-
Action
A job goes to the nearest field crew, and the resident gets an update.
-
Record
The fix is confirmed, the resident is notified, and the job feeds service reports.
What changes
- Citizens can see the progress of their request.
- Every request has an owner and a deadline.
- Failing assets are found sooner, sometimes before anyone reports them.
- Clear, live data on service performance.
Related
Let’s map your process
Tell us where work gets stuck. In a 30-minute discovery call we’ll sketch how it could flow.
Book a discovery call