Across Australia and New Zealand, public sector agencies are facing increasing pressure to deliver services that are faster, simpler, and more secure, both for employees and the citizens they serve. At the same time, agencies are tasked with achieving efficiency gains, uplifting digital maturity, and navigating the complexity of Machinery of Government (MoG) transformations.
For CIOs, the challenge is clear. Without the right digital foundations, transformation is slowed by technical debt, siloed platforms, and inconsistent data. The opportunity lies in embracing enterprise platforms such as ServiceNow, supported by strong data governance and enterprise service management practices. Together, these create the agility, precision, and citizen-centric outcomes that public agencies need.
Platforms like ServiceNow are proving essential to government agencies who must balance competing priorities - improving service delivery, ensuring compliance, and managing costs. By consolidating fragmented systems into a single enterprise platform, agencies can reduce duplication, simplify processes, and accelerate digital service delivery. For employees, this means intuitive workflows that eliminate manual effort and allow them to focus on higher-value tasks. For citizens, it translates into more reliable, accessible, and connected digital services.
The Foundation for Automation and AI
As governments explore the potential of generative AI, including solutions like ServiceNow Now Assist, the importance of data governance cannot be overstated. AI is only as powerful as the data it draws upon. If agency data is fragmented, duplicated, or poorly governed, automation will amplify the problem rather than solve it. By investing in strong data governance frameworks, CIOs can ensure that AI and automation initiatives are fed by accurate, consistent, and trusted data. Within ServiceNow, the Configuration Management Database (CMDB) becomes a critical enabler, providing a single system of record for enterprise assets, services, and relationships. This level of integrity ensures that when agencies deploy AI assistants, predictive analytics, or automated workflows, the outcomes are trustworthy, auditable, and scalable.
When agencies can draw upon a well-maintained CMDB, governed data standards, and ITIL-aligned processes, they are empowered to make better-informed decisions. They can model the impact of change, forecast risks, and ensure continuity of citizen services during times of organisational disruption.
Enterprise Service Management as a Strategic Objective
Enterprise Service Management (ESM) isn’t simply an IT objective, it’s a whole-of-government imperative. The duplication of legacy platforms, combined with outdated manual ways of working, continues to hinder agency efficiency. At a time when public expectations are rising and resources are constrained, CIOs must view ESM as a core strategic investment. By adopting ESM on ServiceNow, agencies can streamline workflows across HR, Finance, Procurement, and citizen-facing services. This reduces costs, strengthens compliance, and enhances user satisfaction. Just as importantly, it creates a consistent enterprise-wide operating model that supports seamless change during MoG events.
Addressing Technical Debt and Legacy Systems
Every dollar invested in maintaining legacy technology is a dollar not invested in transformation. Reducing technical debt is critical not only to meet efficiency targets but also to create the capacity for innovation. Legacy platforms often lock agencies into costly contracts, limit agility, and expose critical risks. By moving to modern, cloud-based platforms like ServiceNow, supported by a structured roadmap, CIOs can progressively retire redundant systems while ensuring continuity. This frees resources to invest in innovation, automation, and citizen outcomes rather than maintenance of outdated infrastructure.
Partnering with AC3
Transformation is never a one-size-fits-all exercise. Every agency has unique challenges, legacy environments, and strategic priorities. As a ServiceNow Elite Partner, AC3 combines deep platform expertise with extensive government experience. Our teams can: • Conduct current state assessments to identify risks, opportunities, and platform maturity gaps. • Define strategic roadmaps to uplift enterprise service management, data governance, and MoG readiness. • Support agencies to review, consolidate, and uplift their ServiceNow platform to form a stronger organisational foundation.
Public sector transformation is not just about adopting new technology, it’s about building a resilient digital foundation. By investing in strategic enterprise platforms, reducing technical debt, and embedding strong governance, agencies across Australia and New Zealand will be ready to meet the challenges of change, harness the power of AI, and deliver the seamless experiences that employees and citizens expect.
Now is the time to act, and AC3 stands ready to help.