Why GCC Leaders Are Turning to ServiceNow AI for Scalable Public Service Delivery
July 16th, 2025
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Governments across the Gulf Cooperation Council (GCC) region are accelerating digital transformation to meet soaring citizen expectations. In fact, GCC countries lead the world in citizen satisfaction with online government services – 81% net approval versus a global average of 65%. But this success comes with pressure: citizens now expect public services to match the responsiveness and personalization of top private-sector providers. To stay ahead, GCC leaders are embracing AI-driven platforms like ServiceNow that can scale services rapidly while improving efficiency, citizen experience and cost-effectiveness.
GCC Digital Governments Lead Globally
Gulf states have invested heavily in “digital government”. The UAE, Saudi Arabia and others have launched national AI and e-government strategies (e.g. UAE’s AI Strategy, Saudi Vision 2030 AI plans) to transform how services are delivered. As a result, GCC governments
consistently rank at the top globally for digital services satisfaction. This leadership is driven by initiatives across the region – for example, the UAE’s Digital Government Strategy 2025 and Abu Dhabi’s Cloud First policy – that prioritize scalable, citizen-centric services. However, citizens’ expectations are rising surveys show GCC residents now benchmark government apps and portals against top global companies.
Digital transformation in the GCC is about scalability and innovation. Governments serve rapidly growing populations and diverse communities (residents, tourists, businesses). Manual processes and legacy systems struggle to keep pace. Leaders recognize that platforms with built-in AI can supercharge service delivery across agencies. The Boston Consulting Group (BCG) notes that emerging technologies like AI and IoT are key levers for GCC governments to modernize services and improve citizen satisfaction. In short, “transforming government” means adopting tools that can handle peak loads, integrate data, and personalize interactions – all at scale.
The AI Imperative in Government
Globally, experts agree that AI and Generative AI (GenAI) are game changers for public services. Deloitte observes that “Generative AI has ushered in a new era of intelligent automation in government”. By combining AI with other automation and human oversight, governments can become far more efficient and effective. World Economic Forum panels in 2025 predicted that soon “we will be using AI, particularly Generative AI, … as the primary way of delivering government services”. C3.ai CEO Thomas Siebel emphasized that GenAI-driven services will be delivered with “higher quality, greater accuracy, more satisfaction and at lower cost”. In other words, AI can help Gulf governments meet rising demands while cutting costs and improving outcomes.
The business case for AI in public sector is huge. BCG estimates that GenAI could automate 10–20% of an employee’s routine tasks. In the public sector this translates to a $1.75 trillion productivity opportunity over the next decade. These gains come from reduced backlogs, faster case processing, smarter resource use, and more time for human-centric work. However, to capture these benefits at scale, governments need trusted platforms that put AI “in the flow of work”.
Citizens in the GCC are generally receptive to AI in government. BCG’s 2024 survey shows GCC residents are significantly more familiar and comfortable with GenAI tools than global peers. Importantly, trust in government use of AI is high: GCC citizens’ net trust in their governments to use AI responsibly is 71% (49 points above the global average). This trust offers a green light for deploying AI-enabled services. Still, leaders must address concerns (privacy, bias, etc.) through governance, as WEF stresses the need for “balancing innovation and strong governance” in govtech transformations.
ServiceNow: An AI-Powered Platform for Government
Enter ServiceNow, an AI-native enterprise platform that unifies data and workflows. Unlike point solutions, ServiceNow provides a single, cloud-based system of record for IT, HR, customer service, and more – now with integrated AI and GenAI built in. This unified platform lets governments automate and scale processes end-to-end. ServiceNow calls this the “AI Platform” – a single source for data and workflows that simplifies building AI-driven solutions.
Key ServiceNow AI capabilities include:
- Virtual Agent and Now Assist: AI chatbots and assistants that understand natural language queries, auto-suggest responses, and summarize cases. For example, citizens can ask a virtual agent about permit statuses or services and get instant, personalized answers. Agents (service reps) also get “Now Assist” features that use AI to surface relevant articles or complete case summaries, boosting efficiency.
- AI-Powered Workflows: Machine learning models in ServiceNow can prioritize and route incidents or requests (e.g. flag urgent issues, predict ticket categories). This frees staff from manual sorting and speeds resolution.
- Predictive Analytics and Insights: Dashboards powered by AI can highlight trends (e.g. spike in service demand, system bottlenecks) before they become problems. Governments can allocate resources proactively.
- RaptorDB: ServiceNow’s new database optimized for AI, enabling ultra-fast queries on unified data. This lets agencies “overlay any system with a single pane of glass,” reducing legacy technical debt.
ServiceNow’s approach is practical: put AI directly into the flow of existing processes. As the author of a ServiceNow public sector blog note, “The key to AI success is putting it in the flow of work.” Government teams can start with a contained use case, prove value, and then scale. This is crucial since many government projects must carefully manage risk. By contrast with siloed pilots, ServiceNow’s platform lets agencies quickly build, test, and expand AI features without ripping out legacy systems.
Importantly for GCC governments, ServiceNow is extending its cloud footprint to the region. In mid-2025, ServiceNow will launch a UAE Cloud (hosted on Microsoft Azure) aimed at government and enterprise clients. This ensures data residency and compliance for UAE (and potentially neighboring) public agencies. As ServiceNow’s MEA VP explains, the UAE Cloud will “expedite delivery and adoption of our intelligent platform for … government, finance, energy, and telecom” in the UAE. Governments will thus have local access to ServiceNow’s now-embedded GenAI services. (Indeed, ServiceNow recently integrated its own Now Assist GenAI with Microsoft’s Copilot to boost productivity.)
Addressing GCC Public Sector Challenges
GCC governments face four key challenges in public service delivery: scalability, efficiency, citizen satisfaction, and cost optimization. Here’s how an AI-driven platform like ServiceNow helps:
- Scalability: Government demand can surge suddenly (e.g. licensing windows, pandemic response, large events). ServiceNow’s cloud platform scales elastically – new services or users can be added in minutes. For example, during COVID-19, Kumori built a Lockdown Management app on ServiceNow in just 3 days. This app automated permit issuance and resource tracking for essential services. Such speed wouldn’t be possible with legacy code. AI features (like virtual permit reviews) also let systems handle large volumes of citizen requests without more staff. In short, AI-powered automation allows governments to ramp up services on demand.
- Efficiency and Productivity: Redundant paperwork and siloed processes are inefficient. ServiceNow brings all workflows into one system. Its AI intelligently routes tasks and can automate routine decisions. According to Deloitte, pairing GenAI with human judgment “can make government more efficient and more effective”. ServiceNow’s Virtual Agent alone can resolve many common inquiries instantly, freeing human agents for complex cases. Internal teams benefit too: ServiceNow’s own analysts report that over 80% of cities plan or use GenAI to assist government functions. In practice, this means faster response times, fewer errors, and measurable productivity gains across ministries.
- Citizen Satisfaction: Today’s residents expect 24/7 self-service. AI enables “personalized and responsive interactions” – for instance, citizens get proactive updates on their requests or tailored recommendations for services (e.g. an AI assistant suggesting relevant benefits or forms). These improvements translate directly into satisfaction: ServiceNow research found that using AI to streamline and consolidate basic requests “free[s] limited staff to focus on more complex challenges”, which boosts trust. Moreover, features like multilingual chatbots (now available in Arabic on ServiceNow) ensure services are accessible to all residents. In the GCC where customer service is a strategic priority, these AI-driven improvements align with citizens’ high expectations (BCG notes 98% now expect gov services to rival the best private-sector companies).
- Cost Optimization: Budgets are finite. Automating routine work with AI reduces manual labor and paper handling. GenAI can even draft reports or summaries automatically, saving hours of staff time. Over time, fewer service backlogs and errors mean lower operational costs. In fact, WEF highlights that AI reforms “allow governments to tax less and deliver greater efficiencies to citizens”. ServiceNow’s platform also provides transparency into spending (via its IT Asset and Cloud Governance modules), helping agencies optimize resource allocation and eliminate waste.
In summary, the combination of scalable cloud infrastructure and embedded AI means GCC governments can launch new digital services quickly, handle surges, and continuously improve. As one ServiceNow blog puts it: “City government leaders have reached a point where transformation is no longer an option — it’s a necessity.” AI is the “new approach to develop flexibility, agility, and resilience” to solve urban issues.
ServiceNow Use Cases in the GCC
While many AI-for-government stories come from North America or Asia, the GCC has its own successful examples. Some highlights:
- Smart Dubai Police – Dubai uses AI extensively. One innovation is “Robocop Dubai”: a humanoid robot officer that interacts with the public and can file incident reports using AI-driven language understanding. This cuts response time and allows officers to focus on critical tasks. Dubai also applies generative AI in public sector chatbots (e.g. Roads & Transport Authority) so that complex citizen queries get fully automated, personalized answers.
- Dammam, Saudi Arabia – In our research, Dammam emerged as the #1 city in the Middle East for AI use in government operations. City officials there use AI analytics to process large datasets (e.g. infrastructure usage, service request trends) to continually improve service quality. For example, predictive maintenance models can foresee where road repairs or power outages might be needed next.
- Dubai Smart Government Initiatives – Dubai’s government has been using ServiceNow for IT and HR workloads and is now piloting AI-driven citizen services. For instance, AI chatbots guide users through government portals to find forms and book appointments, boosting adoption of e-services. A ServiceNow case study with Dubai Silicon Oasis Authority showed that replacing a legacy ITSM with ServiceNow led to ISO 20000 certification and happier employees– a testament to the platform’s maturity.
- UAE Vision Hospitals – In healthcare, the UAE’s e& group rolled-out cloud-based imaging (PACS) with AI enhancements, improving scalability and remote access for patient data. While not a ServiceNow solution per se, it illustrates the UAE public sector’s appetite for cloud + AI systems to achieve cost efficiency and scalability.
- COVID-19 Response – The urgency of the pandemic drove GCC agencies to innovate. For example, in early 2020 a ServiceNow partner (Kumori) built a Pandemic Lockdown App within days to manage essential service permits. It handled multi-agency coordination, service requests, and reporting on one platform. This success story – captured in our case study – demonstrates how ServiceNow’s modular apps can be quickly customized for emergency management.
These examples show that “AI-powered citizen services” are not just theory; they are transforming the Middle East’s public services. And the trend is accelerating. According to ServiceNow’s AI Cities research, currently 38% of Middle Eastern cities use AI, but that’s projected to nearly double to 70% in the next three years. Governments here know the value: more efficient operations, happier citizens, and smarter use of tax revenues.
Key Benefits of ServiceNow AI
Bringing AI and ServiceNow together delivers four key benefits for GCC public services:
- Hyper-scalable Service Delivery – Cloud AI platforms eliminate bottlenecks. New services go live fast and can handle millions of transactions. For example, an AI virtual agent can simultaneously converse with thousands of citizens, something impossible for human agents to match. This scalability is critical during Hajj pilgrimages, Expo events, or crisis situations.
- End-to-End Efficiency – Processes that once spanned multiple disjointed systems now flow automatically. AI-driven workflow routing, self-service portals, and integrated data dashboards mean tasks get done faster with fewer handoffs. Reports from ServiceNow clients show significant reductions in ticket resolution times and case backlogs after adding AI capabilities.
- Enhanced Citizen Experience – Personalization and accessibility improve trust. AI lets governments treat citizens more like customers: 24/7 support, answers in their native language, and proactive guidance. When people feel services are easy, fast and relevant, satisfaction soars. Remember: GCC net satisfaction is already 81%, but AI can help sustain and grow that approval as citizens’ expectations climb.
- Optimized Spend – Automating routine work and optimizing resource allocation reduces costs. Every freed staff-hour can be reallocated to strategic initiatives. Lower manual errors also cut waste. In WEF’s words, AI can help governments “deliver greater efficiencies to citizens”. ServiceNow’s built-in analytics also let decision-makers see exactly where money and effort are going, enabling continuous improvement.
Finally, AI on the ServiceNow platform comes with built-in governance. Every action is logged, and AI suggestions can be audited. This aligns with the GCC’s emphasis on cybersecurity and data protection. ServiceNow’s Responsible AI framework ensures recommendations are fair and traceable, which helps maintain public trust.
Getting Started: Next Steps for Leaders
For government IT decision-makers in the GCC (and globally), the message is clear: AI is no longer a futuristic concept; it’s happening now in smart, manageable ways. ServiceNow’s platform provides a low-risk path: start small with a proven use case (e.g. HR onboarding chatbot or incident response workflow) and expand.
What you can do today:
- Learn from peers: Read industry reports and case studies. For instance, BCG’s Digital Government Citizen Survey – GCC highlights how citizen trust and satisfaction are tied to AI adoption.
- Assess your needs: Identify high-volume, repetitive processes in your agencies. Could AI chatbots or workflow automation improve these? Kumori’s blogs on ServiceNow’s role in digital transformation and AI capabilities provide useful overviews and use-case ideas.
- Engage experts: ServiceNow partners like Kumori Technologies specialize in tailoring the Now Platform for the public sector. We’ve helped GCC clients automate and innovate. Kumori can offer workshops or proof-of-concepts to demonstrate ROI.
- Pilot GenAI wisely: Try ServiceNow Now Assist in a controlled setting (e.g. an internal helpdesk). Prove its value, then cautiously expand citizen services. Always communicate clearly about AI to build trust.
To stay competitive and meet citizen expectations, GCC governments should put AI to work now. As one WEF expert noted, leveraging AI effectively can “transform everything” in healthcare, education and public welfare. Combined with ServiceNow’s proven platform, GCC public service delivery can scale smarter, delight citizens, and optimize every dirham or riyal spent.
Contact Kumori to turn your AI ambitions into reality and deliver next-generation services across GCCs.
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