Servicenow Responsible AI adapts New Zealand's AI Framework

As Artificial Intelligence (AI) continues to shape the global digital economy, governments and enterprises alike face increasing pressure to ensure its responsible and ethical use. In 2025, New Zealand took a significant step forward by formalising the Public Service Artificial Intelligence Framework, designed to guide AI adoption in the public sector.

This article explores how ServiceNow Responsible AI aligns with and adapts to New Zealand’s AI Framework, supporting ethical and transparent AI deployments across government services. It also highlights how Novabridge, a trusted ServiceNow Elite Partner, is helping local agencies implement these AI capabilities responsibly.

Through an in-depth breakdown of the framework’s principles, ServiceNow’s AI approach, and Novabridge’s role in government implementation, this blog provides a roadmap for embedding responsible AI into New Zealand’s public service delivery.

Key takeaways:

• Why New Zealand’s government created a public AI framework and its core values.
• How ServiceNow Responsible AI solutions reflect these principles.
• The critical role Novabridge plays in localising AI implementation ethically and effectively.
• Why this alignment matters for the future of digital transformation in Aotearoa New Zealand.

New Zealand's AI Framework

Background and Rationale

In response to the rapid advancement of AI technologies and their potential impact on society, the New Zealand government introduced the Public Service AI Framework in February 2025. This initiative reflects a commitment to leveraging AI's benefits while effectively managing its associated risks.

The framework is designed to guide public sector agencies in adopting AI responsibly, ensuring that implementations align with national values and maintain public trust. By establishing clear principles, the framework aims to foster an environment where AI contributes to inclusive growth and sustainable development.

Core Principles of the Framework

The Public Service AI Framework is structured around five key principles, each informed by the Organisation for Economic Co-operation and Development's (OECD) values-based AI principles:

1. Inclusive, Sustainable Development: AI systems should drive innovation and efficiency while promoting resilience. They must address and mitigate economic, social, and other inequalities, ensuring that technological advancements benefit all segments of society. This principle underscores the importance of equitable access to AI technologies and their positive impact on diverse communities. ​
2. Human-Centred Values: AI applications are required to respect the rule of law, uphold democratic values, and protect human rights and labour rights throughout their lifecycle. This includes ensuring privacy, dignity, non-discrimination, and equality. Human oversight is essential to guarantee that AI systems operate ethically and align with societal norms.
3. Transparency and Explainability: The deployment of AI in public services must be transparent. Agencies are encouraged to publicly disclose when and how AI systems are used, providing clear explanations about their development and impact on outcomes. This transparency fosters trust and allows citizens to understand and engage with AI-driven services.
4. Safety and Security: AI systems should prioritise the security of both customers and staff, incorporating safety measures as core business requirements. This involves minimising risks to individual and national security under various conditions, ensuring that AI applications are robust and resilient against potential threats.
5. Accountability: There must be clear oversight by accountable individuals with the appropriate authority and capability at every stage of AI use. This includes applying relevant regulatory and governance frameworks, conducting regular audits, and ensuring that there are mechanisms for redress in cases of adverse outcomes.

These principles collectively aim to create a balanced approach to AI adoption, where technological innovation is pursued without compromising ethical standards or public confidence.​

ServiceNow's Alignment with New Zealand's AI Framework

ServiceNow, a prominent provider of digital workflow solutions, has demonstrated a strong commitment to responsible AI practices that closely align with the principles outlined in New Zealand's Public Service AI Framework. The company's approach to AI is built upon four foundational pillars:​

• Human-Centric Design: ServiceNow's AI products are developed to enhance human capabilities, ensuring that technology serves as an aid rather than a replacement. By focusing on augmenting human skills, ServiceNow aims to create AI systems that are intuitive and supportive, facilitating better decision-making and efficiency. ​
• Inclusivity: The company is dedicated to creating AI solutions that are accessible and beneficial to a diverse range of users. This involves considering various user needs and contexts to ensure that AI applications do not inadvertently exclude or disadvantage any group. ​
• Transparency: ServiceNow emphasises the importance of clear and open communication regarding how its AI systems operate. This includes providing detailed documentation and explanations about AI models, their functionalities, and the data they utilise, enabling users to understand and trust the technology. ​
• Accountability: The company has established robust governance structures to oversee AI development and deployment. This ensures that ethical considerations are integrated into the AI lifecycle and that there are clear channels for addressing any issues that may arise. ​

By embedding these principles into its AI strategy, ServiceNow not only adheres to global best practices but also positions itself as a suitable partner for New Zealand's public service agencies. The congruence between ServiceNow's responsible AI approach and New Zealand's framework facilitates seamless collaboration, enabling the delivery of AI solutions that are both effective and ethically sound.​

Novabridge Implementation ensures Responsible ServiceNow AI in New Zealand

As ServiceNow expands its Responsible AI capabilities globally, Novabridge plays a pivotal role in localising and implementing these solutions across New Zealand’s public sector.

Trusted Elite Partner in ANZ

Novabridge is a ServiceNow Elite Partner in Australia with deep expertise in government transformation and enterprise service management. Their entry into New Zealand marks a strategic commitment to supporting government agencies with technology that is not only powerful but also ethically governed. Their Canberra-based experience with departments like the Department of Health and Aged Care, DFAT, and Canberra Health Services positions them well for complex, multi-stakeholder environments.

How Novabridge embeds responsible AI practices

1. AI Compliance by Design
   From discovery to deployment, Novabridge aligns every ServiceNow AI module (e.g., predictive intelligence, virtual agents) with the five principles of the New Zealand AI Framework. This includes:
   
   • Human oversight configurations
   • Explainability of AI recommendations
   • Ethical data sourcing and training processes
2. Local Governance Models
   Novabridge works alongside government IT and legal teams to define AI governance policies, ensuring any use of machine learning complies with data privacy, tikanga Māori values, and national accountability mechanisms.
3. Training and Enablement
   AI is not a plug-and-play solution. Novabridge offers training sessions for public service staff, ensuring users understand how AI works, how decisions are made, and how to handle exceptions.
4. Customised Solutions for New Zealand's Public Sector
   Whether it’s automating grant applications, improving healthcare service management, or streamlining procurement workflows, Novabridge delivers domain-specific AI implementations tailored to New Zealand’s unique policy and operational environment.

By embedding responsibility into every stage of the ServiceNow implementation process, Novabridge ensures that AI becomes a tool of empowerment—not disruption—for New Zealand’s public service.

Conclusion

AI will be a defining force in shaping the future of government services. However, its promise must be balanced by clear ethical boundaries and strong governance. New Zealand’s Public Service AI Framework provides a blueprint for just that—ensuring AI adoption is transparent, inclusive, and accountable.

ServiceNow’s Responsible AI strategy, with its focus on human-centric design, transparency, and fairness, is well-aligned with New Zealand’s direction. And through Novabridge’s presence in New Zealand, these technologies are being delivered with local context, regulatory alignment, and a deep understanding of the public sector's unique needs.

For government agencies looking to harness AI without compromising public trust, the collaboration between ServiceNow and Novabridge offers a proven, future-ready model.

‍