--- sourceDocument: Australia Public Sector sourceDocumentLink: https://www.servicenow.com/docs/r/australia/government-industry Release : - australia ft:locale : - en-US ft:publication_title : - Australia Public Sector ft:clusterId : - gvin bundleId : - gvin workflow : - Customer and Industry --- # Configure # Configuring Public Sector Digital Services {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Configuring Public Sector Digital Services Configuring Public Sector Digital Services (PSDS) enables government agents and service managers to deliver services efficiently to constituents, businesses, and other agencies. This configuration involves setting up the environment, agent workspaces, communication channels, intelligence features, self-service portals, and additional capabilities tailored for public sector operations. Show full answer Show less ## Setting Up Your Environment Begin by planning and configuring your PSDS environment. This includes importing foundational data, setting access controls, and establishing case management processes to ensure smooth service delivery. ## Configuring Agent Workspaces Customize agent workspaces by incorporating the Public Sector Workspace, Playbooks, Service Bridge, and advanced case management. These tools facilitate effective case routing and management for government agents. ## Enabling Communication Channels Set up multiple communication channels such as voice, email, web, and messaging to enable seamless interactions between agents and constituents. ## Implementing Intelligence Leverage intelligence features like ServiceNow Otto to automate routine tasks and provide agents with recommended content, improving efficiency and service quality. ## Setting Up Self-Service Create integrated self-service portals that include knowledge bases, community forums, service catalogs, and chatbots, empowering constituents to find answers and submit requests independently. ## Extending Capabilities Enhance your PSDS environment by enabling additional features that expand functionality and support diverse government service needs. ## Additional Configuration Tasks * **Virtual Agent:** Included with PSDS subscriptions, the Virtual Agent offers automated conversational assistance using prebuilt public sector components. It supports end-users in submitting non-emergency service requests through predefined conversation topics. * **Service Definitions:** Administrators can create service definitions to map agency services to constituent requests, configuring corresponding case management processes and case types for efficient resolution. * **Relabeling Public Sector Workspace Items:** After upgrades, some menu labels may not align with public sector terminology. Administrators can relabel these items via UX list categories to maintain clarity and relevance. Set up Public Sector Digital Services to enable government agents and service managers to provide government services to constituents, businesses, and other agencies. |-|-|-| | [Set up your environmentPlan and set up your PSDS environment, import your foundation data, configure access and case management](https://www.servicenow.com/docs/NDsvHFJYRv7C5UhzExu5GQ "Begin your journey by preparing your Public Sector Digital Services environment with data models, product data, user management, and case management tools to go live.") | [Configure agent workspacesConfigure your agent workspaces, including the Public Sector Workspace, Playbooks, Service Bridge, case routing, and advanced case management features.](https://www.servicenow.com/docs/vgu9lBQ2raY45KfoVPIHvw "Configure agent workspaces and boost efficiency by optimizing interfaces, configuring playbooks, setting up case management and routing, and integrating tools for smooth case handling.") | [Enable communication channelsSet up communication channels, including voice, email, web, and messaging.](https://www.servicenow.com/docs/dwxT6JyGO50UyMHaA9Ea~w "Configure communication channels such as chat, email, phone, virtual agent, and engagement messenger.") | | [Implement intelligenceSet up Intelligence features to automate routine tasks and provide recommended content to agents, such as ServiceNow Otto.](https://www.servicenow.com/docs/0d2wPPhxu_AaCj0x06mE9w "Integrate intelligence features to automate routine tasks and provide relevant content.") | [Set up self-serviceCreate self-service portals for constituents that are integrated with knowledge, communities, service catalogs, and chatbots.](https://www.servicenow.com/docs/Dev3eaAGacDMdyvRZ0WDbw "Creating a self-service portal such as the Government Service Portal helps constituents submit requests independently. You can integrate features like knowledge bases, chatbots, and appointment booking for easy access to information.") | [Extend capabilitiesSet up additional PSDS features to extend the capabilities of your environment.](https://www.servicenow.com/docs/v8OlEn6o3bbCTk~OVz4K1w "Extend the capabilities of Public Sector Digital Services.") | [ ] {#configuring-public-sector-digital-services__table_pkt_tl4_zbc} ## Other configuration tasks {#configuring-public-sector-digital-services__section_dvl_ywf_ytb} 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 Administration 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](https://www.servicenow.com/docs/Gjmsn6RviZh8gXWyBviyYg "Set up ServiceNow Virtual Agent so that conversation designers (topic authors) can create and modify automated conversations for public sector use cases. Virtual Agent for Public Sector Digital Services also helps your constituents complete common self-service tasks on the Government Service Portal with predefined Government Service Virtual Agent topics (chatbot conversations)."). Service definitions : A service definition enables you to map a public service, information service, or license and permit request service to your agency's service list. You can use service definitions to resolve constituent requests. 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](https://www.servicenow.com/docs/MagREUAZZ4~vqTuFOClLsw "Service definitions are records used to store the details about a service provided to end users. By using a service definition, you can connect a public service with a case type to extend the types of services that can be requested, and the types of cases that can be created to support those services."). Relabel menu items in Public Sector Workspace after upgrade : After you upgrade your instance to a new release, certain menus and menu items in the Public Sector 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. : For details, see [Relabel Public Sector Workspace items after upgrade](https://www.servicenow.com/docs/rW5tZKattqOaa1NLIgmtjw "After you upgrade your instance for the first time, you can relabel certain items in the Public Sector Workspace for public sector use.").