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Head-to-head · Public Sector CRM Software

ServiceNow Public Sector Digital Services vs Casework

  • Updated Oct 2026
  • Both researched from official sources
  • 5 checks side by side
Higher score ServiceNow Public Sector Digital Services #1 in Public Sector CRM Software 9.4/10 Pricing on request ✓ 4 of 4 features Visit ServiceNow
Casework #7 in Public Sector CRM Software 8.8/10 Free plan Free plan✓ 3 of 4 features Visit Casework

ServiceNow Public Sector Digital Services leads on 0 checks, Casework on 0, and 5 are even. Who comes out ahead on the 5 yes/no, price and count checks where we have data for both products. The editor score weighs everything else too.

Our verdict

  • Highest scoreServiceNow Public Sector Digital Services · 9.4/10
  • Free planonly Casework
  • Most featuresServiceNow Public Sector Digital Services · 4 of 4

ServiceNow Public Sector Digital Services scores higher on our rubric for public sector crm software: 9.4 against 8.8 out of 10; our editors rank them #1 and #7.

ServiceNow Public Sector Digital Services is the better fit for large governments needing end-to-end service delivery. Casework is the better fit for councils wanting free, multichannel casework.

  • ServiceNow Public Sector Digital Services fits best

    Large governments needing end-to-end service delivery

  • Casework fits best

    Councils wanting free, multichannel casework

Advertiser disclosure: iTechGuides is reader-supported. Vendors can pay for top positions in our rankings and for a place on other products' pages, and we may earn a commission when you click some links. Bought places stand at the number bought; this page and our disclosure say so. Paying vendors may get a fuller, more detailed review from our editors, and that review can change their score. How we rank.

Side by side

Feature ServiceNow Public Sector Digital Services 9.4/10 Visit ↗ Casework 8.8/10 Visit ↗
At a glance
Editor score 9.4 8.8
Ranking #1 in Public Sector CRM Software #7 in Public Sector CRM Software
Best for Large governments needing end-to-end service delivery Councils wanting free, multichannel casework
Pricing model Paid Free plan + paid
Starting price Pricing on request £19/user/mo
Free plan Not checked yet ✓ (best)
Free trial — —
Deployment Cloud Cloud
Platforms Web, iOS, Android Web
Support Community, Docs Docs
Compliance SOC 2, ISO 27001, GDPR GDPR
Integrations 9 integrations 3 integrations
Built for Mid-market, Enterprise Small business, Mid-market, Enterprise
Features ServiceNow Public Sector Digital Services 4/4 · Casework 3/4
Case management ✓ ✓
Constituent records ✓ ✓
Stakeholder tracking ✓ (best) Not checked yet
Audit trails ✓ ✓
Specs
Outreach channels Multichannel Multichannel
Deployment options Cloud Cloud
Our review
Pros
  • Covers cases, grants, benefits, permits, investigations, and requests
  • Combines portals, multichannel engagement, analytics, and AI assistance
  • Supports constituent, business, household, and agency profiles
  • Free plan includes full casework management and a submission portal
  • Supports email, SMS, and WhatsApp notifications
  • Adds public tracking, analytics, audit trails, API access, and webhooks
Cons
  • Public Sector Digital Services uses contact-sales pricing
  • Cloud deployment may not suit agencies requiring another model
  • The platform is proprietary rather than open source
  • Advanced reporting, analytics, SMS, and attachments require Pro
  • Group-wide visibility is limited to the Group plan
  • Council-wide licensing costs £99 per month
Our verdict

ServiceNow Public Sector Digital Services is a cloud CRM and service-delivery platform for government agencies serving constituents, businesses, and other government organizations. Its scope spans government service case management,…

Read the review →

Casework is a web-based casework management platform for local councillors, caseworkers, and councils in the United Kingdom. It covers constituent case submission, categorisation, assignment, status tracking, overdue reminders, public case…

Read the review →
  1. ServiceNow Public Sector Digital ServicesPublic Sector CRM Software 9.4Pricing on request
  2. CaseworkPublic Sector CRM Software 8.8Free plan

Strengths and trade-offs

  • ServiceNow Public Sector Digital Services — where it wins

    • Covers cases, grants, benefits, permits, investigations, and requests
    • Combines portals, multichannel engagement, analytics, and AI assistance
    • Supports constituent, business, household, and agency profiles

    Where it doesn't

    • Public Sector Digital Services uses contact-sales pricing
    • Cloud deployment may not suit agencies requiring another model
    • The platform is proprietary rather than open source

  • Casework — where it wins

    • Free plan includes full casework management and a submission portal
    • Supports email, SMS, and WhatsApp notifications
    • Adds public tracking, analytics, audit trails, API access, and webhooks

    Where it doesn't

    • Advanced reporting, analytics, SMS, and attachments require Pro
    • Group-wide visibility is limited to the Group plan
    • Council-wide licensing costs £99 per month
  • ServiceNow Public Sector Digital Services9.4/10 · Pricing on request

    A wide public-sector CRM for agencies managing complex, cross-department services.

    Visit ServiceNowFull verdict →
  • Casework8.8/10 · Free plan

    A free, multichannel casework platform for councillors, groups, and councils.

    Visit CaseworkFull verdict →

More comparisons

All public sector CRM software comparisons → · Full ranking →

Reviewed by iTechGuides Editors · Editorial team · Updated Oct 2026

Last updated · How we research and update