This research report from ServiceNow and ThoughtLab analyzes how 1,248 government organizations are progressing in AI-powered transformation. It defines seven pillars of success and spotlights “Pacesetters” — agencies that outperform peers in ROI, time to value, and citizen experience. The report explores GenAI adoption, cloud-first strategies, SaaS integration, and digitized employee experiences. It offers actionable insights on breaking down silos, scaling transformation, and building trust through personalized, secure, and efficient public services.
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