SERVICENOW FOR STATE & LOCAL GOVERNMENT

Service Delivery that Serves the Community

Service delivery in state and local government (SLG) is public trust in action. Residents and employees rely on services that are secure, accessible, and consistent across agencies.

Beyond20 helps state and local teams use ServiceNow to modernize service delivery while strengthening risk management, identity and access, and visibility into work across departments.

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Where SLG Operations Break Down

Service delivery in state and local government often spans multiple departments, systems, and approval paths. When coordination isn’t visible end-to-end, teams spend time chasing updates, re-entering information, and managing exceptions instead of moving work forward.

These are the challenges we hear most often from state and local government leaders.

Scattered Intake

Requests come in through portals, email, phone, walk-ins, and shared inboxes. Without a consistent intake path, work stalls or lands with the wrong team.

Limited Visibility

It’s hard to see what’s open, what’s overdue, and where work is stuck across departments. Reporting takes too long and priorities get set with an incomplete picture.

Legacy Systems

Aging platforms and one-off processes keep work manual. Teams end up re-entering the same information and relying on workarounds to move cases forward.

Cyber Risk

Security requirements and ransomware pressure raise the bar for access control, traceability, and response. Agencies need audit-ready records built into workflows.

How Beyond20 Supports SLG Organizations

State and local government teams need to keep work moving for residents while giving leaders confidence that nothing is falling through the cracks. That means making day-to-day work easier for frontline staff without slowing decisions or adding complexity.

Beyond20 designs and implements ServiceNow in a way that supports how public-sector work gets done today, while creating a clear path to improve over time.

Bring requests for permits, licenses, benefits, inspections, and other services into one place instead of tracking them across email, spreadsheets, and forms.

Configure ServiceNow to manage case-based work such as benefits, regulatory issues, public safety support, and constituent casework from intake through resolution.

Help teams meet required response timelines by tracking statutory deadlines, flagging risks early, and escalating when needed.

Make it easier for departments like IT, HR, facilities, finance, and public works to coordinate work without requiring a reorg or a major process overhaul on day one.

Reduce manual work by automating approvals, routing, and notifications so staff can spend more time on service delivery.

What This Looks Like in Practice

Residents deserve services that consistently deliver real results, and public servants deserve systems that support that mission day in and day out. Service delivery depends on consistent intake, clear ownership, and visibility from start to finish, so teams can meet deadlines and leaders can see what’s happening with the click of a button.

An issue enters the system

A resident request, caseworker intake, or field issue can start in one place as a single tracked record. The right details, required documents, and history are captured up front so teams stop chasing context across email, paper, and spreadsheets.

Beyond20 helps you standardize intake for your highest-volume services by designing forms, required fields, and attachments that match how work is handled today. The result is cleaner handoffs, fewer duplicates, and fewer follow-ups before work can begin.

Work goes to the right team

Work can be routed automatically based on service type, location, jurisdiction, priority, eligibility, and whether required documentation is present. Ownership is clear, due dates are visible, and approvals are recorded so requests do not sit in a shared inbox.

Beyond20 turns real-world routing decisions into rules that hold up under pressure, including the exceptions that matter in public-sector work. That reduces manual triage, prevents catch-all queues, and keeps work moving even when staffing is tight.

Teams coordinate without losing context

When a service requires multiple teams, everything stays in one record with tasks, dependencies, and shared updates. Everyone can see the next step, what’s blocked, and what’s needed to close the work.

Beyond20 maps handoffs and ownership across departments, then configures workflows that reflect how teams operate. You get clearer accountability, fewer side conversations, and more consistent service delivery across IT, HR, finance, facilities, public works, and program teams.

Leaders gain ongoing visibility

Real-time visibility makes it easier to understand volume, aging, backlog drivers, and response timelines. Leaders can spot bottlenecks early and report on performance without pulling numbers by hand.

Beyond20 defines metrics that match public-sector priorities, then builds dashboards leaders and supervisors can use day to day. The focus stays on practical improvements like reducing rework, tightening intake and routing, and keeping service levels steady.

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A Few of Our State & Local Government Clients

State & Local Contract Vehicles

The fastest, easiest ways to work with us.

UEI: MLYGWA4C1RB8
DUNS: 006078659
CAGE Code: 5ADL9

NAICS Codes: 541511, 541512, 541519, 541614, 611420, and 611430

FSC Codes: 6910, 7435

PSC Codes: AD26, AE20, AE26, AF15, AF16, R407, R408, R419, U008, and U009

Business Size: Small

Shipping Point: FOB Destination

Terms: Net 30 on approved credit

Please address purchase and remittance orders to:
Beyond20
60 E Rio Salado Drive
Ste. 900
Tempe, AZ 85281

Main: 866-856-3117
Fax: 202-905-0326

We’re certified by the Small Business Administration as a participant in the 8(a) Business Development Program. Our certification was established June 10, 2016 and will expire June 10, 2026.

We are an 8(a) Woman-Owned, Minority-Owned Small Disadvantaged Business, as certified by the Small Business Administration (SBA).

As an 8(a) participant, agencies can award Beyond20 sole-source contracts up to $4 million. With a streamlined acquisition process Beyond20 can help agencies work towards their 8(a) small business goals.

Businesses interested in working with Beyond20, as a prime or as a sub, can reach out to our Washington, DC office.

Beyond20 is a SBA Women-Owned Small Business (WOSB) certified via WBENC.

WBENC is an approved third-party certifier for the SBA’s Women Owned Small Business (WOSB) Federal Contracting program. More information can be found here.

Contract GS-35F-137AA

We offer the GSA Schedule as a contract vehicle for all our government customers. The E-Government Act of 2002 allows all state and local government agencies to make IT purchases off of the GSA Schedule.

Term: January 1, 2013 – December 31, 2027

Through our GSA Schedule 70 contract we are able to offer software solutions, professional services, and training courses.

We provide software and professional services under the following SINs:
132-32 – Term Software Licenses
132-33 – Perpetual Software Licenses
132-34 – Maintenance of Software as a Service
132-50 – Training Courses
132-51 – Information Technology Professional Services

For training, in addition to ITIL certification training, the contract allows access to Project Management Training, Certified ScrumMaster (CSM) training, Certified Scrum Product Owner (CSPO) Training, ISO/IEC 20000 Training, and Project Management Simulations.

GSA Pricelist

Contract 47QTCB22D0091

The best-in-class 8(a) STARS III GWAC is a small business set-aside contract that provides flexible access to customized IT solutions from a large, diverse pool of 8(a) industry partners.

The 8(a) STARS III GWAC:

Expands capabilities for emerging technologies,
Supports both outside of the continental United States (OCONUS) and CONUS requirements,
Features limited protestability up to $10M, and
Offers expert guidance from the GSA team, including free scope review services and market research

Stars III Program Manager:

Erika Flora
866.856.3117
erika.j.flora@www.beyond20.com

Contract N00178-21-R-7000

The SeaPort NxG Contract provides for engineering and program management services that span the entire spectrum of mission areas and technical capabilities supported by the Department of the Navy (DON).

In response to Task Orders issued under this contract by the Naval Sea Systems Command, Naval Information Warfare Systems Command, Naval Supply Systems Command, Military Sealift Command, Naval Facilities Systems Command, Office of Naval Research, Naval Air Systems Command, Strategic Systems Programs, or the United States Marine Corps, Beyond20 provides support that potentially spans the entire spectrum of mission areas and technical capabilities supported by the Department of the Navy (DON) ordering activities.

Services within the two categories (engineering and program management) and 23 functional areas may be performed under this contract for new and existing product areas, programs, or missions which are assigned to these activities during the life of the contract.

Contract Prime HHM402-21-D-0105

Beyond20 is included in the Defense Intelligence Agency’s Solutions for the Information Technology Enterprise III (SITE III) contract vehicle. SITE III provides strategic, technical, and program management guidance and support services to facilitate the operations and modernization of the agency’s infrastructure, systems, and applications.

Contract MHEC MC01-S03

Beyond20 is a contract supplier for the Massachusetts Higher Education Consortium, a purchasing group that includes public and private colleges and universities, municipalities, and government agencies across New England.

We are able to sell IT Project, Business, and Technical Services to participating members.

Contract #8943543

We’re a valid vendor on General RFP 3850 (Information Systems Consulting Services) with the Mississippi Department of Information Technology Services that covers consulting and training services.

Mississippi state entities seeking IT training or consulting services can leverage this contract to obtain them.

More information can be found here.

Contract SP4701-15-R-0030

Beyond20 was included in the J6 Enterprise Technology Services (JETS) contract to support technology service requirements across the Defense Logistics Agency (DLA).

JETS contractors provide the full range of IT services, technical and management expertise that support applications, software, hardware, infrastructure, and systems across the DLA IT Enterprise. Also support administrative program management support for IT program offices.

Contract TX-DIR-CPO-6226

Under the DIR-CPO-6226 contract, Beyond20 offers:

Application Development, Maintenance, and Support, Technology Upgrade, Migration, and Transformation; and Enterprise Resource Planning (ERP)
IT Assessments, Planning, Independent Verification and Validation (IV&V), and Market Research, Procurement Advisory, and Contract Implementation Services
Project and Program Management

For further information, view the full contract here.

CMAS Agreement Number: 3-25-07-1046

Beyond20 will offer the following product/service codes:

IT CONSULT-SYSTEM IMPLEMENT, IT CONSULT-SOFTWARE DEVELOP, IT CONSULT-SYSTEM INTEGRATION, IT CONSULT-STRATEGIC PLANNING

Beyond20 was an exceptional partner throughout the entire project – from proposal to project close. The communication was thorough throughout the project and they offered best practices early to set us up for success.

Project Manager @ County Government

Protect the Public Trust

When service delivery is consistent, communities notice. We’ll help you strengthen the foundation with a team that brings calm, clarity, and follow-through.

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Policies

SERVICENOW FOR STATE & LOCAL GOVERNMENT

Service Delivery that Serves the Community

Where SLG Operations Break Down

How Beyond20 Supports SLG Organizations

What This Looks Like in Practice

An issue enters the system

Work goes to the right team

Teams coordinate without losing context

Leaders gain ongoing visibility

Tab Content

A Few of Our State & Local Government Clients

State & Local Contract Vehicles

Purchasing Information

8(a) Certification

SBA Women-Owned Small Business (WOSB)

GSA Schedule 70

8(a) STARS III GWAC

SeaPort Next Generation (NxG)

Defense Intelligence Agency (DIA) SITE III IT Support Contract

Massachusetts Higher Education Consortium

Mississippi Department of Information Technology Services (MDoITS)

Defense Logistics Agency J6 Enterprise Technology Services (DLA JETS)

Texas DIR

California CMAS

Protect the Public Trust