Public Services Performance Overview dashboard
Summarize
Summary of Public Services Performance Overview dashboard
The Public Services Performance Overview dashboard in ServiceNow provides a comprehensive view of key performance indicators and data visualizations related to public services offered and requested by constituents, businesses, and agencies. It helps users monitor service delivery trends, identify improvement opportunities, and track case resolution and agent performance.
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This dashboard requires the ServiceNow AI Platform roles sngsm.serviceofferedviewer to view data and sngsm.serviceofferedadmin to edit the dashboard. It is accessed via All > Platform Analytics > Library > Dashboards > Public Services Performance Overview.
Key Features
- Performance Indicators: Includes metrics such as daily government service requests, average daily cases, average resolution duration, weekly service counts by type, and services with fastest/slowest resolution times.
- Breakdowns: Data can be analyzed by assignment group, service type, product, and state for granular insights.
- Data Visualizations: Multiple charts display top requested services over varying timeframes (7 days, 30 days, 6 months), distribution of services requested by type, and distribution of services available by application.
Use Cases
- Government service managers, service viewers, and owners: Monitor public services to observe trends, identify performance gaps, and improve the customer service experience.
- Administrators: Review benchmarking data to track service requests and delivery performance across constituencies, businesses, and agencies.
Practical Benefits
By leveraging this dashboard, ServiceNow customers can efficiently track and benchmark public service performance, enabling data-driven decisions to enhance service quality and responsiveness. The detailed visualizations and key metrics support ongoing monitoring and strategic planning for improved constituent and stakeholder engagement.
Use the Public Services Performance Overview dashboard to assess key performance indicators and data visualizations on public services offered to and requested by constituents, businesses, and agencies.
Required ServiceNow AI Platform roles
- sn_gsm.service_offered_viewer, required to view the dashboard widgets and data.
- sn_gsm.service_offered_admin, required to edit the dashboard.
Access the Public Services Performance Overview dashboard
To open the dashboard, navigate to .
Use cases
| User | Dashboard use |
|---|---|
Admin |
Reviews benchmarking information to track the public services offered to and requested by constituents, businesses, and agencies. |
Government service manager, service viewer,and owner |
Monitors the public services offered to and requested by constituents, businesses, and agencies. Does the following:
|
Indicators
- GSM-Government Case Count for Services requested
- Daily number of government services requested by constituents, businesses, and agencies.
- GSM-Average of Government Case for Services requested
- Daily average of government cases for services requested by constituents, businesses, and agencies. The average is calculated by using this formula: [[GSM-Government Case Count for Services requested]]/30.
- GSM-Average resolution duration of Government Cases
- Average number of days to resolve government cases.
- GSM-Average number of services provided each week by service type
- Average count of government services requested each work, by type of service. The count is calculated by using this formula: [[GSM-Average days to provide services by service type]]/7.
- GSM-Average resolution duration of Government Cases in last 365 days
- Average number of days to resolve government cases in the last 12 months.
- GSM-Avg number of services requested each week by service type
- Average count of government services requested weekly by service type. The count is calculated by using this formula: [[GSM-Count of services requested each week by service type]]/7.
- GSM-Count of services requested each week by service type
- Average number of government services requested each week, by service type. Measured daily.
- GSM-Average days to provide services by service type
- Count of government services provided each week by type of service. Measured daily.
- GSM-Government Services with fastest/slowest time to resolve
- Government services that have the quickest and slowest resolution times.
Breakdowns
- GSM-AssignmentGroup
- GSM-Government.ServiceOffered.Type
- GSM-Product
- GSM-State
Data visualizations
| Title | Type | Source table | Description |
|---|---|---|---|
|
Top 10 services requested in the last 30 days |
Government Service Case [sn_gsm_government_service_case] |
Top 10 requested services over a 30-day (monthly) period. |
|
|
Top 10 services with most open cases in last 7 days |
Government Service Case [sn_gsm_government_service_case] |
Top 10 requested services over a seven-day (weekly) period. |
|
|
Top 10 services requested in the last 6 months |
Government Service Case [sn_gsm_government_service_case] |
Top 10 requested services over a 6-month period. |
|
|
Services requested by service type |
 Pie chart |
Government Service Case [sn_gsm_government_service_case] |
Distribution (percentage) of government services requested by constituents, businesses, and agencies. |
|
Public Services |
Service Definition [sn_case_type_selection] |
Total number of all government services available in the system. | |
|
Public Services by application |
Pie chart |
Service Definition [sn_case_type_selection] |
Distribution (percentage) of government services available in the system. |