Transforming Public Sector Experiences with Capgemini, ServiceNow, and Agentic AI

In today’s evolving public sector landscape, the demand for efficient, transparent, and citizen-centric services has never been greater. The partnership between Capgemini and ServiceNow offers a powerful response to this challenge—combining cutting-edge technology with deep transformation expertise to reimagine how public services are delivered and experienced

This blog explores how agentic artificial intelligence (AI) is reshaping both employee and citizen experiences, and why Capgemini and ServiceNow are uniquely positioned to lead this transformation.

Introducing Agentic AI: From Reactive to Proactive

Unlike traditional AI, which responds to prompts, agentic AI takes initiative. It can plan, decide, and act autonomously to achieve goals—without needing step-by-step instructions. In a public sector context, this means:

• Proactive Service Delivery: Identifying issues before they escalate and resolving them autonomously.
• Autonomous Task Management: Coordinating multi-step workflows across departments.
• Enhanced Decision-Making: Synthesising data to support faster, more informed actions.
• Human-Centric Design: Freeing employees from repetitive tasks so they can focus on meaningful work.

Empowering Public Sector Employees

Capgemini and ServiceNow are helping public sector organisations create intelligent, efficient, and engaging employee experiences:

• Automating Routine Tasks: ServiceNow’s AI automates repetitive processes; Capgemini tailors these to maximise impact.
• Predictive Analytics: ServiceNow predicts incidents; Capgemini helps interpret and act on the data.
• Personalised Support: ServiceNow delivers tailored experiences; Capgemini ensures they are intuitive and inclusive.
• Continuous Improvement: ServiceNow gathers feedback; Capgemini drives adoption and iteration.

Together, they enable public sector teams to work smarter, not harder—boosting engagement, reducing attrition, and improving service delivery.

Elevating the Citizen Experience

Agentic AI isn’t just transforming internal operations—it’s revolutionising how citizens interact with public services. Here are some of the most impactful use cases:

• Healthcare Access: AI agents can schedule GP appointments, send reminders, and triage symptoms—reducing wait times and improving outcomes.
• Tax and Benefits Support: AI can resolve tax queries, track welfare applications, and proactively update citizens—cutting through bureaucracy.
• Local Services: From reporting potholes to graffiti removal, agentic AI can log, route, and track issues across departments—ensuring faster resolution.
• Permit and Licence Management: AI can guide citizens through applications for parking permits, business licences, or event permissions—ensuring compliance and ease.
• Education and School Services: Parents can apply for school places, track transport eligibility, or manage special education needs—all through AI-guided workflows.
• Public Safety and Crisis Response: AI can coordinate emergency logistics, notify citizens, and track resource deployment in real time.

These capabilities not only improve satisfaction but also build trust in public institutions.

Real-World Impact

• Healthcare: A major hospital system used ServiceNow and Capgemini to automate HR tasks, improving staff engagement and enabling more time for patient care.
• Local Government: A council automated IT service management with ServiceNow and Capgemini, reducing incident resolution times by 40% and achieving significant cost savings.

Looking Ahead: The Future of Public Sector AI

As AI continues to evolve, agentic AI will play a pivotal role in shaping adaptive, intelligent, and human-centric public services. Capgemini and ServiceNow are at the forefront of this shift—empowering organisations to deliver experiences that are not only efficient but also empathetic and inclusive.

By embracing agentic AI, public sector organisations can unlock new levels of autonomy, innovation, and impact—ensuring both their people and their citizens are equipped to thrive in the digital age.

Real-World Impact: Case Studies

• Healthcare: A major hospital system partnered with ServiceNow and Capgemini to enhance HR service delivery. By automating routine HR tasks and providing personalised support, the hospital improved engagement, reduced turnover, and enabled staff to focus on patient care.
• Local Government: A council used ServiceNow’s AI to automate IT service management. With Capgemini’s support, the council reduced incident resolution times by 40%, improved employee satisfaction, and achieved significant cost savings.