Public Sector Digital Services 2026 Brazil Release

andrewdesoi

Connect the Dots. Defend the Record. Close the Case.

Public Sector Digital Services 2026 Brazil Family Release

Investigators crack cases by spotting hidden links between people, organizations, vehicles, and older cases. Much of that connecting is done by hand, and it takes time. ServiceNow helps investigators connect the dots in minutes, defend every record in court, and close cases faster, even as caseloads grow.

Our Brazil Family Release is built to change that. It makes Public Sector Digital Services (PSDS) sharper in the two places where complexity builds up fastest: inside the investigation, and at the front door where every application, request, and referral first comes in. Both are steps toward what we call Autonomous, Human Government: AI and automation take on the volume, so people can focus on the judgment calls that matter.

Investigations: less string, more signal

In the Australia release earlier this year we launched Investigative Case Management (ICM). Since then, we've worked side by side with investigators to sharpen three priorities: seeing relationships, defending the record, and connecting field work to the case. Brazil delivers on all three.

Case link analysis data visualization

The evidence isn't missing. It's unconnected.

Link analysis turns every person, organization, vehicle, location, and piece of evidence on a case into a live visual map, with every relationship drawn for you.

A van that appears in two unrelated cases, or an associate three degrees out, becomes visible without anyone having to go looking. Conversational AI is built into the view, so investigators can simply ask: “Who’s linked to this case?” Connections that can take weeks by hand surface in minutes. Deciding which ones matter stays with the investigator.

Master index versioning

A record without a history is just an opinion.

Subject details shift constantly. A phone number gets corrected. New physical details turn up on video. When defense counsel asks what the record said on a given date, “I think it was updated around then” isn’t an answer.

Master index versioning saves every change to an entity as a new, time-stamped version, with a note on what changed and why. That gives you an immutable history that holds up in court and in audits. It also protects active investigations when two cases share the same subject, so a change in one can’t quietly contaminate the other.

Investigative task work orders

If the field work isn't in the case, it didn't happen.

Investigations don’t stop at the desk. Someone must confirm the equipment on the invoice exists where it’s supposed to. Until now, that usually meant a work order in a separate system and a hope that somebody linked it back.

Now investigators create and track work orders straight from the investigative task. One record, clear ownership, and no double entry. Reducing the frequency of hand-offs is what shortens time to close.

GOV.UK Developer Toolkit

Stop rebuilding to GOV.UK standard every time you launch a service.

For most UK public sector digital teams, the workflow isn't what slows a launch. The front end is.

Every service must look and behave like GOV.UK, meet accessibility regulations, and stand up to the Service Standard. Getting there usually means a custom front-end layer on top of the platform, which then must be rebuilt every time the design system changes.

The public never sees that work. They want to report the abandoned car, request a new bin, or flag the broken parking meter, and have it work like every other GOV.UK service.

The GOV.UK Developer Toolkit gives teams pre-built, GOV.UK-aligned components inside PSDS. Teams start from components that already follow the GOV.UK Design System instead of rebuilding patterns for every service, so launches move faster. Accessibility requirements are met in the components themselves, so no one is retrofitting compliance before go-live.

Without a bespoke front-end layer, there's also nothing to rebuild each time the design system changes. For the public, every service feels like GOV.UK, which builds trust and cuts down on the “am I in the right place?” calls.

And because that front end sits on the same platform as the workflows behind it, every request lands in a connected case rather than a forgotten inbox.

Key Takeaways from Brazil

The common thread: government decisions need to be faster and more defensible at the same time, and those two goals usually pull against each other. Brazil is our bet that they don't have to.

Trust is built in. Versioned records and verified applicants mean decisions rest on data you can stand behind.

Work stays in one place. Cases, field work, entity relationships, and resident requests all live on a single platform.

AI surfaces, people decide. Link analysis and AI case handling handle the pattern-finding. Investigators and caseworkers keep the judgment.

That's what the path to Autonomous, Human Government looks like: automate the volume, never the judgment, and make every automated step auditable. Brazil lays a foundation and commitment that future releases will build on.

What to do next

Most agencies investigate, decide on eligibility, and serve residents online. If that's you, here's where to start.

Explore more. Check your PSDS entitlements and activate the new features.
Request a demo. Your account executive and solution consultant can walk through Brazil against your mission with a custom demo.
Join the conversation. Post questions and use cases in this thread. They feed directly into what we prioritize next.

For the full Brazil release notes, click here. For pricing, entitlements, or activation, contact your ServiceNow representative. Features described may be subject to change.

https://www.servicenow.com/products/public-sector-digital-services.html