Harris County, TX – Harris County Universal Services (HCUS) has been named a Project Winner in the 2026 Government Experience (GovX) Awards by the Center for Digital Government (CDG), for its successful modernization of the Harris County Veterans Services Department’s (VSD) case management system. Harris County's recognition is among 68 jurisdictions honored nationwide in the 2026 awards program. The winners were celebrated during a virtual event on October 15, 2026.
The ServiceNow Modernization for the Veterans Services Department initiative, led by HCUS' 311 Division, transformed how the department manages veteran assistance requests, tracks cases and coordinates services. Completed in May 2026, the project replaced an aging case management system with a centralized ServiceNow platform, improving how veteran assistance requests are managed, tracked and coordinated across County departments.
“This recognition reflects our continued commitment to using technology to make government work better for the people we serve,” said Sindhu Menon, Executive Director and Chief Information Officer of Harris County Universal Services. “Our veterans and their families deserve timely, reliable and accessible services and through collaboration and innovation we have done just that. I am proud of our 311 team and partners, the Veterans Services Department and implementation partner Precision Task Group (PTG) for delivering a solution that strengthens services for those who have served our country.”
Prior to the modernization, VSD relied on a separate case management system that required manual updates, multiple access points and time-consuming processes to manage veteran information and service requests. The modernization introduced automated workflows, centralized case histories and real-time reporting, reducing manual processes and improving efficiency. These enhancements allow caseworkers to respond more effectively to benefit inquiries, assistance requests and referrals while providing veterans with more consistent communication, timely follow-up and improved service continuity.
“This project is about more than modernizing technology. It's about improving the experience for our veterans and the employees who serve them,” said Rina Fava, Director of 311 Customer Experience for Harris County Universal Services. “By bringing Veterans Services onto our centralized ServiceNow platform, we've improved how information is managed, how requests are routed and how teams work together.”
Now in its 10th year, the Government Experience Awards recognize state and local governments across the country that are using technology, shared resources and innovative approaches to make public services more accessible, inclusive and effective. The Project Awards specifically honor initiatives that demonstrate excellence in improving how residents interact with government.
“Congratulations to this year’s GovX Award winners. These awards set a high bar, with expert judges looking closely at the design and impact of services,” said Rob Lloyd, Executive Director of the Center for Digital Government. “This recognition reflects the commitment, creativity, and hard work governments are investing in being more responsive and accessible. We celebrate the teams who are pushing government forward and turning ideas into results for communities across the nation.”