Configuring Public Sector Digital Services
Summarize
Summary of Configuring Public Sector Digital Services
Setting up Public Sector Digital Services (PSDS) enables government agents and service managers to effectively deliver services to constituents, businesses, and other agencies. This configuration guide helps you prepare your environment and leverage various features to enhance service delivery.
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Key Features
- Environment Setup: Plan and set up your PSDS environment, import foundation data, and configure access and case management.
- Agent Workspaces: Customize agent workspaces, including the CSM Configurable Workspace, Playbooks, Service Bridge, and advanced case management functionalities.
- Communication Channels: Enable various communication channels such as voice, email, web, and messaging for better engagement.
- Intelligence Implementation: Utilize intelligence features like Now Assist to automate routine tasks and provide agents with recommended content.
- Self-Service Portals: Create integrated self-service portals for constituents, incorporating knowledge bases, communities, service catalogs, and chatbots.
- Extended Capabilities: Configure additional features to broaden the functionality of your PSDS.
- Virtual Agent: Use the included Virtual Agent for automated end-user support via chat channels, with prebuilt components for public sector applications.
- Service Definitions: Map public services to your agency's offerings, enabling the configuration of case management processes.
- Menu Relabeling: After an upgrade, adjust menu labels in the CSM Configurable Workspace to fit public sector terminology.
Key Outcomes
By configuring PSDS effectively, you can streamline service delivery, improve communication with constituents, and automate various processes. This leads to enhanced efficiency, better service management, and a more user-friendly experience for both agents and constituents.
Set up Public Sector Digital Services to enable government agents and service managers to provide government services to constituents, businesses, and other agencies.
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Other configuration tasks
In addition to installing the public sector application and playbooks, you can configure other features for public sector use:
- ServiceNow® Virtual Agent
- Virtual Agent, which is included with a public sector subscription, provides end-user assistance through automated conversations in chat channels.
The Public Sector Digital Services Core application offers several prebuilt public sector components (topic blocks) that conversation designers can use to create Virtual Agent conversations.
The Service Request Playbook application provides a prebuilt Virtual Agent conversation topic, Create a service request, to help constituents submit non-emergency service requests.
For details on configuring Virtual Agent for public sector use, see Configure Virtual Agent for Public Sector Digital Services.
- Service definitions
A service definition enables you to map a public service, information service, or license and permit request service to the list of services your agency offers for resolving that request.
As an admin, you can create service definitions that connect the services your agency offers to the services being requested by a constituent or business. When you create a service definition, you can configure the case management processes, such as the case types, for executing those services.
For more information, see Service definitions for Public Sector Digital Services.- Relabel menu items in CSM Configurable Workspace after upgrade
- After you upgrade your instance to a new release, certain menus and menu items in the CSM Configurable Workspace might not be labeled appropriately for public sector use. You can relabel the following items for public sector use by changing them in the UX list categories for Customer and Service Organizations.