Easier access to public services through ServiceNow 

Launch of digital toolkit that is aligned to Government Digital Service (GDS) will help modernise public services for better, citizen-first experience 

Each week, more than 13m people use software, products and services from GDS. Whether  applying for benefits, updating business information or requesting a pet licence, citizens expect these things to be accessible, intuitive and streamlined – but that’s not always the case. Some 1,900 public-sector organisations rely on GDS but are they delivering its full benefits? 

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That’s where the new GDS-aligned toolkit comes in. It can make everyday online tasks faster and simpler. Such citizen-facing services often have a legal requirement for accessibility, and the new toolkit meets both GDS standards and user experience (UX) requirements. The result is intuitive, efficient and modern online services.  

The toolkit has been built by Cardiff-based FlyForm, working with ServiceNow. It features a modular interface with easy scalability, the ability to digitalise application and request forms, and simple replication of approved styles for colour, layout, typography etc. Cross-device support is also possible for accessibility tools such as screen savers, keyboard controls and video captions. That means everyone can use it, whatever their individual needs. 

Founded in 2015, FlyForm was shortlisted for Best ‘Tech for Good’ Project in the RITA Awards 2023. Its clients include the Driver & Vehicle Standards Agency (DVSA), Foreign, Commonwealth & Development Office (FCDO), Government Property Agency (GPA) and Home Office, as well as  commercial organisations.  

ServiceNow is a US software company founded in 2003, whose platform-as-a-service enables enterprise and technical management support systems. 

Phil Davies, CEO of FlyForm, says: ‘Helping digitise and unify organisations across the globe ServiceNow is the market-leading when it comes to digital transformation in the public sector.  

‘The launch of our GDS toolkit enables all public sector organisations to leverage the power of ServiceNow for its public services and we’re excited to launch this product into the market and see the inevitable positive impact it will have.’ 

Steve Malone, Global Director, Partner Acceleration, Public Sector Strategy at ServiceNow, adds: ‘FlyForm was selected as the partner with the most experience and focus to help ServiceNow address the GDS Service Standard and we’ve worked very closely together to create the GDS toolkit which will enable us to jointly support more of the public sector market than ever before.’ 

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