ServiceNow has introduced a new set of AI-powered solutions aimed at helping public sector organizations modernize operations and deliver mission-critical outcomes. Announced during the company’s annual Government Forum, the innovations include ServiceNow EmployeeWorks and the Autonomous Workforce, both designed to bring trusted AI capabilities to government agencies. Notably, the announcement comes just two months after the company completed its acquisition of Moveworks, highlighting ServiceNow’s growing focus on AI-led transformation in the public sector.
To begin with, the newly launched ServiceNow EmployeeWorks combines Moveworks’ conversational AI and enterprise search capabilities with the unified portal of ServiceNow Employee Center. As a result, agencies can provide their workforce with a centralized AI-powered interface that acts as a digital “front door” for employees. Through this platform, workers can ask questions, submit service requests, and initiate cross-system workflows using natural language through the collaboration tools they already use.
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At the same time, ServiceNow introduced the Autonomous Workforce, a system that deploys AI specialists capable of executing complex jobs while adhering to the strict governance standards required in government environments such as Government Community Cloud (GCC) and National Security Cloud (NSC). Together, these solutions position ServiceNow as a centralized AI control tower for government agencies seeking to turn AI investments into measurable outcomes.
Public sector organizations often face operational challenges due to fragmented systems, workforce transitions, and rising expectations from citizens. In many cases, agencies must manage services across multiple incompatible platforms while preserving institutional knowledge as experienced employees retire. Consequently, disjointed portals and siloed systems can slow processes such as personnel management, procurement, and emergency response. However, ServiceNow’s AI Platform addresses these issues by directly connecting AI to workflows, enhancing portals with conversational interfaces, and orchestrating operations across different systems and agencies while maintaining governance and oversight.
“Every agency we work with is under pressure to accelerate efficiency and innovation and they’re expected to do it with AI that actually works,” said Chris Bedi, ServiceNow chief customer officer and enterprise AI advisor. “ServiceNow gives them the platform to orchestrate AI across any system, govern every action, and deliver outcomes at scale with AI that works across departments and mission areas.”
Furthermore, ServiceNow EmployeeWorks helps reduce the manual handoffs and application switching that often slow government service delivery. By enabling employees to interact with systems through natural language, the platform simplifies processes while maintaining federal-grade compliance. Moveworks, which powers the conversational AI capabilities, is already FedRAMP Moderate-certified and plans to pursue higher authorization levels.
“Public sector customers should be able to get answers and take action as fast as any worker anywhere without workarounds, without switching tools,” said Mike Hurt, ServiceNow group vice president for U.S. Public Sector. “The ServiceNow Employee Center integrated with Moveworks connects the AI to the workflow, so agencies can turn natural language requests into secure, rapid actions with the trust citizens expect.”
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Meanwhile, the Autonomous Workforce introduces AI specialists designed to work alongside government teams. These AI specialists can handle high-volume, repetitive tasks from start to finish while following established processes and policies. Unlike traditional AI agents that perform isolated tasks, the Autonomous Workforce coordinates teams of AI specialists that can execute work end-to-end, learn from outcomes, and continuously improve performance.
The first available AI specialist is a Level 1 IT Service Desk AI Specialist, capable of resolving common IT issues such as password resets, software access requests, and network troubleshooting. By leveraging agency knowledge bases, historical incident data, and automated remediation workflows, the system can address support requests autonomously while escalating complex cases to human staff when necessary.
Additionally, ServiceNow is offering an Autonomous FastStart program for federal, state, local, and education organizations until April 30, 2026. The initiative will deploy the Level 1 Service Desk AI Specialist directly within participating agencies and provide AI-focused workshops to identify additional opportunities for agentic solutions.
Beyond new product launches, ServiceNow has also earned recognition as a Leader in The Forrester Wave: Industry Cloud Solutions for Public Sector, Q1 2026, where it was also named a “Customer Favorite” based on positive client feedback. According to Forrester, ServiceNow’s aggressive AI strategy and its focus on mission delivery across national, state, and local levels strengthen its position in the government technology landscape.
Customer organizations are already seeing measurable benefits from these innovations. For example, the City of Raleigh has used ServiceNow’s AI capabilities to enhance service delivery for nearly 500,000 residents.
“As a smart city built on innovation and service, Raleigh uses ServiceNow as our unified platform to deliver AI-powered experiences for nearly 500,000 residents,” said Mark Wittenburg, chief information officer, City of Raleigh. “With ServiceNow AI Agents documenting IT tasks and automating routine work, we’ve saved the equivalent of a full month of time while empowering employees to focus on meaningful service. Our virtual agent, Ral-E, is transforming internal operations with a 98% deflection rate and measurable daily impact. We’re building a people-focused, AI-powered city that sets the standard for responsible, modern government.”
With these advancements, ServiceNow continues to strengthen its role as a trusted AI platform for government agencies seeking secure modernization, improved operational efficiency, and better service delivery for citizens.
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