As public sector organizations across the UK face increasing pressure to modernize, deliver citizen-centric services, and operate more efficiently, Inetum is emerging as a strategic partner in driving digital transformation. Through its partnership with ServiceNow, Inetum is helping organizations—from local councils to central government departments—streamline operations, enhance service delivery, and unlock measurable efficiencies.
Local Government: Laying the Foundations for Scalable Innovation
Transformation begins at the local level, where councils are reimagining service delivery through agile platforms.
Take Gloucestershire County Council, for example. By partnering with Inetum to implement ServiceNow’s IT Service Management (ITSM) and Customer Service Management (CSM) suites, the council achieved over 8,000 first-time fixes since go-live—dramatically improving responsiveness and citizen satisfaction.
Similarly, Harrow Council transitioned from a single outsourced IT supplier to a more agile Service Integration and Management (SIAM) model. Inetum’s deployment of ServiceNow SIAM and Strategic Portfolio Management (SPM) delivered 97% customer satisfaction, a 60% improvement in time-to-fix, and zero complaints—a testament to the power of integrated service delivery.
In Manchester City Council, the journey began in 2019 with ServiceNow SPM. Since then, Inetum has become the council’s lead partner across the full ServiceNow portfolio—including ITSM, HRSD, CSM, and Platform—expanding its footprint across Manchester Authorities and setting the stage for long-term transformation.
Agility and Insight: Tackling Complexity with Confidence
As public sector organizations grapple with fragmented workflows and legacy systems, Inetum is helping them respond with agility and insight.
At Enfield Council, pandemic-era disruptions exposed inefficiencies in reporting. Inetum’s overhaul of ServiceNow reporting through SPM delivered full visibility, trend forecasting, and actionable insights—all within six months.
Meanwhile, the Met Office adopted ServiceNow’s Field Services Management to automate observation data collection. This not only reduced manual effort but also improved the accuracy of critical environmental reporting.
Beyond these examples, Inetum has delivered successful ServiceNow transformations for Lancashire, Hertfordshire, Kent, and Buckinghamshire councils—ranging from flagship implementations and ITSM upgrades to HR automation and platform advisory services.
Central Government: Scaling Innovation at the Core
Inetum’s influence extends to central government, where it is enabling departments to scale innovation and deliver citizen-first services.
The Department for Work & Pensions (DWP) partnered with Inetum for end-to-end platform services—including SPM, Field Services, HR onboarding, Integrated Risk Management, and CSDM design—empowering in-house teams and fostering collaboration with partners.
At Homes England, Inetum continues to evolve the ServiceNow platform through expanded advisory services, supporting the agency’s mission to accelerate housing delivery. The Home Office is also advancing its ITSM capabilities and cross-departmental integration through Inetum-led implementations, reinforcing its commitment to modern, efficient public service infrastructure.
Accelerating Transformation Through Strategic Frameworks
Recognition through strategic frameworks further underscores Inetum’s commitment to public sector innovation. Its inclusion in Lot 2 of the Back Office Software 2 (BOS2) framework by Crown Commercial Service (CCS) gives public sector organizations direct access to advanced cloud-based tools for finance, HR, payroll, and procurement — removing procurement bottlenecks and accelerating time-to-value.
Kathy Quashie, EVP and CEO of Inetum Growing Markets, reflects on this milestone:
“We’re incredibly proud to be awarded with the BOS2 framework. We have a strong history of delivering fast and effective results across central and local government, health, and education. With this framework, we look forward to making an even greater impact—accelerating digital advancements and enhancing public services to better meet the needs of the people they serve.”
Embedding GenAI and Agentic AI into Public Sector Transformation
Inetum’s work with ServiceNow goes beyond platform deployment—it’s about enabling intelligent automation and AI-driven decision-making. In March 2025, Inetum was named one of ten global partners selected by ServiceNow to lead the charge in Agentic AI, launching a dedicated Center of Excellence to develop autonomous solutions like SI Smart Recommendations for self-healing IT environments.
Complementing this, Inetum’s GenAI Hub, powered by 7 FabLabs, transforms real-world challenges into practical tech solutions—ranging from predictive analytics in citizen services to automated compliance workflows.
What This Means for ERP Insiders
Inetum’s work with ServiceNow offers a clear blueprint for public sector leaders seeking to scale digital transformation:
- Embrace strategic automation
Inetum’s implementations of ITSM, ITOM, ITAM, CSM, Field Services, SIAM, and SPM are helping organizations reduce service response times, improve operational visibility, and deliver better citizen outcomes. - Leverage trusted frameworks for rapid deployment
Inetum’s inclusion in BOS2 and other frameworks enables faster, more cost-effective access to digital platforms—accelerating transformation without procurement delays. - Prioritize citizen-first digital services
Inetum’s approach emphasizes accessibility, transparency, and efficiency—ensuring transformation efforts deliver meaningful improvements for the communities they serve.
As Kathy Quashie concludes:
“At Inetum, we help public sector organizations move from strategy to scale—delivering digital impact through meaningful, measurable outcomes enabled by smart platform integration and collaborative execution. Together with ServiceNow, we’re empowering the UK public sector to meet today’s challenges and prepare for tomorrow’s opportunities.”
