APAC Put AI to Work for Public Sector Digital Summit

In this opening segment of a four-part series, Nick Holmes, Director of Sustainable Infrastructure & Transportation, and Nick Herbert, Director of Global Public Sector Strategy, ANZ and JP, explore how AI is revolutionising government services. They delve into the evolution from siloed technology systems to integrated, intuitive workflows, demonstrating how AI is not only streamlining internal operations but also elevating the citizen experience. Through real-world examples, they highlight the growing importance of collaboration, compliance, and personalisation in modern public service delivery. At the heart of this transformation is the ServiceNow AI platform - a future-ready solution designed to enable governments to deliver services that are faster, smarter, and more human-centric.

In this dynamic session hosted by Sash Mukherjee, VP Industry Insights at Ecosystm, public sector leaders Nick Holmes from ServiceNow and Erik Raynes from Accenture explore the evolving landscape of government transformation through AI. The discussion delves into the shift from AI hype to outcome-driven implementations, highlighting how Agentic AI is enabling end-to-end citizen, employee, and business experiences. With insights into cross-agency collaboration, legacy system integration, and the role of sovereign platforms like ServiceNow Protected Platform in Australia and Singapore, the webinar offers a compelling look at how governments can accelerate change, mitigate risk, and deliver meaningful impact through ecosystem partnerships and proven best practices.

In this session, ServiceNow and Deloitte discussed how AI, data, and workflow orchestration can help governments overcome silos and deliver better citizen services. They emphasised the importance of human-AI collaboration, trustworthy and empathetic AI, and leveraging existing platforms to modernise legacy systems. CK Tan, APJ Innovation Officer at ServiceNow, demonstrated a powerful use case featuring a citizen named Luke, who, through an AI-powered experience layer, was able to access housing assistance and employment support seamlessly - showcasing how AI agents can simplify complex government processes while preserving empathy and trust.

This panel session on public sector transformation across APAC features experts from GovTech Singapore and Curtin University. They explored how AI, data, and workflow integration are driving smarter, faster public services. The discussion highlighted practical lessons from digital modernisation efforts, including GovTech’s policy reforms and the launch of Maestro, a central AI/ML ops platform enabling cross-agency innovation, and Curtin University’s composable architecture powering AI-driven student engagement and virtual healthcare experiences. With a focus on real-world outcomes, the session underscored the importance of user-centric design, agile execution, and responsible AI adoption in delivering meaningful change across government and education sectors. The session was moderated by Nick Herbert, Director, Global Public Sector Strategy, ANZ and Japan at ServiceNow.