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5 takeaways from the 2026 ServiceNow Government Forum

  • Writer: Tracey Cesen
    Tracey Cesen
  • 2 hours ago
  • 2 min read

This month, our Head of Strategic Accounts, Andrea Chin, attended the ServiceNow Government Forum in Maryland. Her main takeaway: AI in government is no longer theoretical. Government agencies are now automating workflows and leveraging data for AI-driven analysis and decision-making in ways that simply weren’t possible a few years ago.




Here are 5 themes we heard in conversations across the event:


1. The shift from pilots to production is happening, and the ROI is strong.

Many government agencies have already experimented with AI. Now the focus is on operationalizing those models and continuously refining them. As they do, these agencies are tying AI initiatives to clear KPIs and demonstrating measurable impact and real return on investment.


2. The “AI front door” is emerging.

Platforms like ServiceNow and Moveworks are helping to create a unified entry point where employees can interact with multiple systems without needing to navigate fragmented tools.


3. Security and governance remain front and center.

Public sector organizations operate within strict boundaries, and they require AI that supports strong governance, security, and compliance. Frameworks like FedRAMP are also critical as new platforms enter the ecosystem.


4. AI agents are being embedded directly into mission workflows, but humans are still in the loop.

With budgets tightening, agencies are leaning on automation and AI-driven agents to help teams do more with less. Still, while AI and automation are accelerating workflows, human oversight remains essential for the foreseeable future.


5. Data quality is the foundation.

State and local governments have enormous data assets, but AI is only as good as the data behind it. Agencies will need teams responsible for maintaining data quality, lineage, and governance over time.


Whether you were at the ServiceNow Government Forum or work in government, what are your thoughts? We’d love to know what you’re seeing and thinking about when it comes to AI in government agencies.

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