Public Sector Digital Services release notes

Public Sector Digital Services highlights for the Australia release

Enable other governments to launch citizen-facing services using the GOV.UK Developer Toolkit, a library of reusable portal widgets that follow UK GDS guidelines, enabling ServiceNow developers to build compliant service portals for UK government customers.
Submit funding and decline recommendations, as a Grant Program Manager for any scored subset of proposals as a Funding Allocation Request, enabling incremental funding decisions without waiting for the entire portfolio to complete review. The Grant Program Director can approve or reject each request, with rejected proposals returning to the working queue for future consideration.
Release result letters per proposal as each Funding Allocation Request decision is approved, rather than waiting for all decisions across the program to be finalized. This enables rolling notification of award, decline, or ineligibility outcomes in Grants Management.
Consolidate the case narrative, evidence, entities, team assignments, investigative tasks, and related cases into a single record page with Investigative Case Management Foundation.
Manage persons, property, vehicles, organizations, locations, and events, including specialized entity types like firearms with detailed identification, specifications, origin, and ballistic information, and link them to cases and to each other with Investigative Case Management Entity Management.
Manage physical and digital evidence tied to investigative cases, with structure fields for collection details, source and context, security classification, and links to related entities such as persons, vehicles, locations, and organizations using Investigative Case Management Evidence Management.
Create Chain of custody documentation in every evidence record, capturing each transfer from the moment of collection.
Synthesize narratives, entities, evidence, and activity history into a structured summary using Investigative Case Management Case Summarization.
Validate large volumes of uploaded documents, verify information, flag issues, and highlight key details for case agents with the Document Screening Al Skill, used with Now Assist for Public Sector Digital Services (PSDS).

See Public Sector Digital Services (PSDS) for more information.

Important:

Public Sector Digital Services is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

Important information for upgrading Public Sector Digital Services to Australia

After the upgrade, certain public sector menus and menu items in CSM Configurable Workspace revert to their original CSM label names. You can relabel these items for public sector use by updating the labels for the Customer, Accounts, and Service Organizations UX list category records. For more details on relabeling, navigate to All > Constituent Service > Administration > Guided Setup, and select Configurable Workspace for Public Sector Digital Services > Customize Workspace Labels Manually.

New in the Australia release

Enhancements to the grants management Workspace- Rolling grant approvals

Propose awards and declines for any scored subset of applications at any time. The Rolling grant approval feature enhances the Grants management funding workflow, by giving Grant Program Managers the flexibility to propose awards and declines for any scored subset of applications at any time, without waiting for the entire proposal portfolio to complete review. From this release, Grant Program Managers can choose to process funding decisions incrementally as proposals are scored, or continue working in the traditional full-portfolio model.

The feature introduces the Funding Allocation Request as a new record type — an approval packet that groups a subset of proposals for Grant Program Director review. The Grant Program Director can either approve the Funding Allocation Request or reject it, returning all proposals in the batch, regardless of whether they were on the funding or decline track. The proposals in the rejected batch feed back into the Grant Program Manager's working queue, re-entering the funding pool for future review and funding allocation opportunities. The Funding Allocation Requests introduce an alternative to the previous all-or-none approval model and enable continuous, long-running grant programs to operate on a single program record.

Release result letters per proposal for Rolling grant approval scenarios in Grants Management. Once a proposal’s funding or decline decision is approved through its Funding Allocation Request (FAR), the corresponding award, decline, or ineligibility letter can be issued to that applicant independently—without waiting for program-wide completion.

Investigative Case Management

Create an investigative case using Investigative Case Management. Investigative Case Management guides investigators through the process of organizing, tracking, and resolving investigations, developing case details, assigning investigators and team members, and track evidence with logging and metadata. The following features are available as part of Investigative Case Management:

Entity Management
Evidence Management

With Entity Management, investigators can create investigative tasks and workflows for investigative activities with automated metadata capture (time, source, entities, classification), as well as define processing with teams and attorneys and collaborate across agencies/divisions. With Evidence Management, investigators can log and triage evidence metadata (digital, physical, testimonial) and maintain an audit trail (Chain of Custody logging), as well as draft, review, and create reports with supporting evidence.

Use Now Assist for Public Sector Digital Services (PSDS) Skills to create case narratives and screen documents

Complete case narratives and make refinements to investigative case records using Now Assist for PSDS Gen-AI skills. Investigators can streamline case narrative refinement by editing content, adjusting tone, and regenerating the narrative for clarity and completeness.

Use the Case Narrative Refinement AI Agent to refine case narratives in Investigative Case Management

Produce clear, accurate, and well-structured case narratives using the Case narrative refinement AI agent, embedded within the case record page. This AI agent analyzes existing narratives and related case data to suggest improvements in clarity, structure, tone, and completeness, and highlighting gaps and inconsistencies.

Document Screening AI Skill for Social Benefits Playbook

Validate large volumes of uploaded documents, verify information, flag issues, and highlight key details for case agents using the Social Benefits Playbook with the Document Screening Al Skill, part of Now Assist for Public Sector Digital Services (PSDS).

GOV.UK Developer Toolkit GDS Service Portal

Launch citizen-facing services using the GOV.UK Developer Toolkit, a collection of pre-built, GDS-compliant portal widgets that developers and partners can use to build service portals for UK government agencies. The GOV.UK Developer Toolkit comes with standardized components (homepage, FAQs, Registration, Profile, login, case detail, knowledge search, record producers) that can be used to assemble portals that meet UK accessibility and design standards and are compliant with GOV.UK Design System patterns.

Granular configuration admin roles

Several new granular admin roles enable admins to complete administrative configuration tasks on the Public Sector Digital Services platform without requiring the full admin role. These granular access roles enable a high-level administrator to define and assign custom roles that contain only the specific permissions a user needs, decreasing the number of users with full administrative power over the instance. For more information on granular admin roles, see Granular admin roles.

UI changes

Updated Coral theme

The Coral theme has been improved to enhance usability across web, mobile, and portal experiences that use Next Experience and Core UI:

A fully overhauled color system for smoother gradients and better contrast.
Softer outlines and more rounded components for a new, accessible look.
A significantly improved dark mode with deeper blue tones for reduced eye strain.
New AI gradient styles and subtle animations to highlight intelligent features.
Smarter focus behavior that reduces visual clutter for mouse users.

Enhancements to Constituent Service Portals

UI Enhancements have been made to all Public Sector Digital Services constituent portals by replacing legacy widgets (for example, portal banners, data lists) with standardized, CSM Configurable Widgets and components. The update verifies backward compatibility, migration guidance, usage analytics, and provide training for admins, and also enables dynamic data rendering, and better filtering across service flows.

Changed in this release

ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

Foundation: AI basics to deliver insights
Advanced: AI to boost productivity across relevant use cases
Prime: Act autonomously with all AI assets and create your own

Depending on your entitlements, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

Activation information

Install Public Sector Digital Services by requesting it from the ServiceNow Store. Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.