Industries

Public Service

Modernise public service workflows within policy, budget, and delivery constraints.

Public sector teams often operate with long procurement cycles, strict policy controls, and fragmented legacy systems. Citizens and employees expect transparency, but resource constraints make standardisation and automation challenging. IKC helps public service organisations deliver practical modernisation through self-service, standardised workflows, SLA discipline, and phased rollout built for adoption.

Better service transparency through self-service and structured case/request tracking
Operational discipline with SLAs, routing, and reporting that teams can run
Lower-risk delivery using phased rollout and minimal customisation principles
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What Public Service organisations
commonly struggle with

Long lead times and limited flexibility

Procurement, budget cycles, and approvals slow delivery and constrain change.

Fragmented legacy systems

Department-level tools make end-to-end automation difficult.

High demand for transparency

Multiple service channels increase pressure for tracking, reporting, and accountability.

Security, privacy, and policy compliance

Controls must be built into workflows and evidence must be traceable.

Resource constraints

With limited staff, standardisation, self-service, and automation become essential.

Problems we address
in real public sector delivery

Automation is limited by system constraints

Key processes (including complex cases such as offboarding) often fall back to offline steps.

Missing orchestration across teams and departments

Work is handed off through email and meetings, without a clear workflow or accountability trail.

Inconsistent service experience

Citizens and employees face different entry points, unclear status, and delayed follow-ups.

Phased delivery with minimal customisation
built for adoption

1

Start with a self-service experience

  • Consolidate intake into a portal-based experience
  • Standardise forms, required inputs, and expectations
2

Implement practical case/work management

  • Automate assignment and routing rules
  • Improve visibility of ownership, status, and next steps
  • Ensure evidence and audit trails are captured through the workflow
3

Introduce SLA discipline and reporting

  • Define priority and SLA targets that match operational reality
  • Provide dashboards to support daily operations and management oversight
4

Reduce risk with a phased approach

  • Deliver high-impact scope first, then expand safely
  • Prefer out-of-the-box capability and keep customisation minimal where possible
  • Establish runbooks and operating routines for day-2 operations

What you gain when public workflows are modernised

Better user experience and increased transparency for citizens and employees

Faster turnaround through standardised intake and automated routing

Higher accountability with clear ownership, SLA visibility, and reporting

Stronger compliance posture through traceability and controlled processes

A scalable foundation to expand automation and cross-department orchestration

Solutions commonly used in Public Service programmes

ITSM / Case Management

Standardise service experience and operational governance

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Automation

Reduce manual handoffs while maintaining approvals and audit trails

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Integration

Connect fragmented systems where needed to enable end-to-end flow

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Low-code Modernisation

Modernise departmental workflows with phased delivery

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AI-based Operations

Incremental assistance for triage and knowledge support (with governance)

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Platforms that enable execution

ServiceNow ServiceNow

Strong fit for governed workflows, case management, SLAs, and reporting

 OutSystems OutSystems

Useful where departmental workflow apps need rapid modernisation

 Workato Workato

Useful where cross-system orchestration is required
Client Success Stories

Proven Results in Public Service

Real-world implementations that improved citizen service delivery

Large Metropolitan Council

HR case management modernisation with employee self-service portal, automated workflows, and SLA management for 500,000+ residents.

70%
Faster Resolution
60%
Less Call Volume
24/7
Self-Service
HR Service Delivery Self-Service Portal Workflow Automation

Regional Council

Service workflow standardisation and governance framework for environmental services, public transport, and civil defense operations.

40%
Faster Response
Multi
Departments
Full
Transparency
Service Standardisation Operational Governance Process Assessment

Public Utility Provider

Operational visibility for water/wastewater infrastructure with ServiceNow integration to GIS, SCADA, and mobile-optimised field crew interfaces.

35%
Faster Response
Real-time
Field Updates
100%
Compliance
Operational Visibility Workflow Integration Field Operations

Need better transparency and efficiency without increasing delivery risk?

Tell us where your workflows break down: intake fragmentation, manual handoffs, SLA control, or legacy constraints.
We'll define a practical roadmap and deliver a phased programme designed for real adoption.

Talk to an Expert Request a Demo

Get in touch

Tell us about your project and how we can help