Digital Services and Usage of Service Now among Patients and Citizens Living at Homes

Abstract

This theme investigates the role of digital services, specifically the ServiceNow platform, in improving the experiences of patients and citizens who live at home. The growing demand for efficient, accessible, and user-friendly digital interactions has driven public-sector enterprises to implement novel solutions to streamline service delivery. ServiceNow’s Public Sector Digital Services (PSDS) offer a uniform platform for automating workflows, increasing accessibility, and promoting proactive involvement. This study investigates the benefits of ServiceNow for homebound citizens while also addressing implementation and integration problems with existing systems. Case studies demonstrate successful ServiceNow implementations in diverse public sector settings, proving the impact on citizen satisfaction and operational efficiency. The paper concludes with recommendations for future improvements and the necessity of continuous feedback mechanisms to adapt services to evolving user needs.