Make a complex mission easier to understand—and easier to improve.
Government programs often know something needs to change. The harder part is creating a shared understanding of the problem, determining what a better experience could look like, and giving implementation teams a clear place to begin.
D109 helps mission and program leaders turn complicated policies, processes, and technology challenges into practical workflows, tangible prototypes, and a clear path forward.
Deep ServiceNow expertise. Designed for the wider government technology ecosystem.
You don’t need to arrive with the answer.
A D109 engagement can begin with a persistent problem, an ambitious mandate, or simply the sense that an important service should work better.
Disconnected work
A critical process depends on email, spreadsheets, paper, or disconnected systems.
Administrative burden
Employees spend too much time finding information, entering data, or completing repetitive work.
Difficult services
Residents, employees, or other stakeholders struggle to understand and navigate a government service.
Unclear where AI could help
Your team sees potential for AI or automation — but needs to determine where it would actually help.
Make the right solution clear before you build it.
D109 works with the people who manage, deliver, and depend on a government service. Together, we clarify the challenge, uncover what is getting in the way, and make a better way of working visible.
Understand the reality
We learn how the work happens today — including the policies, people, systems, and workarounds involved.
Make the future tangible
We simplify the workflow and create a working prototype that teams can see, test, and improve.
Create a practical path forward
We leave the implementation team with a shared direction, clear priorities, and actionable guidance for what should happen next.
Complex work in the public sector, made clearer.
Benefits and eligibility
Make complex application and case-management processes easier for residents and employees to navigate.
Investigations and casework
Bring fragmented information together so teams can assess cases and act more efficiently.
Secure information sharing
Help agencies exchange sensitive information without making the work unnecessarily difficult.
Public inquiries and requests
Improve how incoming questions, reports, and service requests are understood, routed, and resolved.
Regulatory and compliance work
Reduce the administrative burden associated with reviews, approvals, and documentation.
Employee and witness services
Simplify high-volume onboarding, scheduling, communication, and support processes.
Experience with the realities of government work.
The people behind D109 have worked alongside teams in the public sector responsible for essential services, sensitive information, complex cases, and processes shaped by policy.
We understand that improving government work means accounting for the people doing the job, the public depending on it, and the rules and systems surrounding it.
More time for the mission
Helped teams reduce time spent on repetitive administrative work so they could focus more attention on the mission.
Easier access to information
Made it easier for employees to find the information they need across disconnected systems and sources.
Responsible uses of AI
Explored how AI could support case review, public inquiries, and other high-volume work — while keeping people responsible for important decisions.
Clarity before investment
Created working examples of improved services so leaders, frontline employees, and technology teams could evaluate an idea before investing in full implementation.
We work with the team you already have.
Whether implementation will be handled by an internal technology team or an external partner, D109 provides an independent perspective. Our role is to help your organization determine what should be built, why it matters, and what good should look like — before significant time and resources are committed to building it.
Internal team. External partner. Or both.
From ambiguity to something your team can act on.
Depending on the challenge, an engagement may produce:
- 01A clear definition of the problem and desired outcome
- 02A simplified future workflow
- 03A working, testable prototype
- 04Alignment across program, policy, operations, and technology
- 05Prioritized implementation recommendations
- 06A clear story for gaining leadership support
Start with the problem—not a predetermined solution.
If you are responsible for a mission, program, or service that has become too complicated, D109 can help your team understand the problem, see a better way forward, and determine what to do next.