Improving Public-Sector Service Delivery through ServiceNow-Based ITSM Workflow Automation: An AI-Driven Approach to Reducing Manual Case Handling and Response Time in Government Benefit Systems
ServiceNow-based ITSM and AI-enabled workflow capabilities can improve operational efficiency, workflow development, and service delivery in public-sector benefits administration and future research should independently evaluate deployed ServiceNow systems across technical efficiency, workforce, fairness, governance, a...