The Xanadu release for Public Sector Digital Services introduces Now Assist for Public Sector Digital Services to supercharge agent experiences and speed the delivery of services. Additionally, the Information Request Playbook gains powerful document-redaction capabilities.
Now Assist for Public Sector Digital Services
Maintaining high levels of service is a challenge with fixed headcount and budget constraints. Government services often require collaboration across multiple agencies and personnel, and that's where technology becomes crucial.
With the Xanadu release, Public Sector Digital Services with Now Assist gives agents the ability to create AI-generated case summaries that help everyone involved in fulfilling a service request quickly understand customers'a needs and get up to speed faster on complex cases.
With Now Assist for Public Sector Digital Services, anyone working on a case can instantly access relevant history and status, enabling informed decision-making regardless of when or where they joined the process. That means constituents get the prompt support they need, and governments can better fulfill critical obligations – from resolving service requests and general concerns to essential services like nutrition assistance, housing, transportation, and medical care.
Now Assist for Public Sector Digital Services allows governments to:
- Provide convenient, accessible self-service options while reducing cost: Deliver reliable, positive government experiences with an AI-based virtual agent that helps people find the answers they need – quickly
- Improve agent productivity to meet the demand for services: Empower agents to quickly get up to speed and resolve cases faster with role-based AI that summarizes the essential details of complex cases
- Improve the speed and accuracy of service delivery with automation: Reduce manual effort required by agents and recognize a faster time to value with AI-powered government workflows and assisted responses
*Available with PSDS Professional+ or Enterprise+ license
Information Request Playbook
Citizens, businesses, and nonprofits are entitled to receive government public records upon request. While fulfilling these requests, government agencies must manage and distribute a large volume of documents with sensitive content, such as personal data and classified information.
Finding a streamlined way to redact sensitive data before public release can be a challenge and slows down the speed at which record requests can be resolved. The Xanadu release allows case agents and legal reviewers to process record requests efficiently with out of the box document redaction embedded directly into Information Request workflow.
- Reduce administrative burden with easy document search and text masking, change previews and version control
- Securely remove the sensitive and classified information in public records
*Available with PSDS Professional or Enterprise license
Learn more:
For more information on Public Sector Digital Services, visit the product page. For questions regarding our recent enhancements, or about Public Sector Digital Services in general, please reach out to:
- Ryan Griffin, Principal Inbound Product Manager (ryan.griffin@servicenow.com)
- Kai Amory, Senior Outbound Product Manager (kai.amory@servicenow.com)
