---
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


---

# Explore

# Exploring Public Sector Digital Services {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 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 Exploring Public Sector Digital Services

Public Sector Digital Services (PSDS) is a ServiceNow solution designed to help government agencies manage the full lifecycle of public service delivery to constituents, businesses, internal agencies, and external agencies.
Built on a standardized government data model, it provides a foundation that can be used as-is or extended to fit specific agency workflows.
The solution supports multiple service delivery scenarios such as government to constituent, government to business, and government to agency, allowing flexible implementation based on agency needs.
Show full answer Show less  
PSDS includes a suite of applications tailored to common government service types, many of which use playbook-driven workflows to guide agents through service requests. It also provides self-service portals for constituents and businesses, and configurable agent workspaces for efficient case management. The integration of AI capabilities through ServiceNow Otto enhances agent productivity by automating case summarization and generating resolution notes.

## Key Features

* **Playbooks:** Step-by-step guidance for constituents and agents on processes like grant proposals, license applications, and service requests.
* **Portals:** Integrated self-service portals with knowledge articles, service catalogs, communities, and chatbots to empower constituents and businesses.
* **Case Management:** Tools to manage case interactions, service level agreements, and related services, improving agent efficiency.
* **Intelligence:** Automated case detail and comment summarization, routing assistance, solution recommendations, and trend identification using AI.
* **Analytics and Insights:** Dashboards and reporting to monitor performance, identify improvement areas, and act on service delivery trends.
* **Virtual Agent:** Chatbot functionality embedded in portals and third-party messaging platforms to facilitate automated, conversational service requests.
* **Public Sector Workspace:** Customizable workspace for agents to manage cases, view constituent and business profiles, and initiate service requests efficiently.

## Key Outcomes

* **Enhanced constituent engagement:** Enables citizens to access services anytime, anywhere, and through multiple channels including email, chat, social media, and mobile devices.
* **Streamlined service delivery:** Automates work assignment based on agent capacity and skills, connects multiple government departments, and facilitates collaboration across agencies.
* **Improved agent productivity:** AI-powered tools reduce manual effort, speed case resolution, and provide actionable insights for continuous improvement.
* **Self-service empowerment:** Encourages constituents to resolve issues independently through comprehensive self-service options and virtual agents, reducing case volume.
* **Data-driven decision making:** Reporting and analytics provide visibility into service performance, helping agencies optimize processes and better serve the public.  
Learn about Public Sector Digital Services (PSDS) features to help create a seamless support experience for constituents, businesses, internal agencies, and external agencies.

## Public Sector Digital Services Overview {#exploring-public-sector-digital-services__section_i5l_k54_2cc}

Public Sector Digital Services helps government agencies manage the complete lifecycle of constituent public service delivery. The solution is built on a government data model that standardizes how constituents,
businesses, households, agencies, and service interactions are represented across your implementation. You can use this foundation as-is or extend it to create workflows that are specific to your agency's processes. Public Sector Digital Services includes a set of applications that support common government service types. Many are playbook-driven, guiding agents through each stage of a service request, from intake to decision.
Others support different kinds of work---for example, the Investigative Case Management solution helps investigators process investigations and connect the records and evidence related to a case. Constituents and businesses access services through self-service portals, and agents manage
their work from a configurable workspace. [ServiceNow Otto for Public Sector Digital Services (PSDS)](https://www.servicenow.com/docs/SFjqzvthMk57DqVxoZ1Q8w "With the ServiceNow Otto for Public Sector Digital Services (PSDS) application, your agents can use generative AI to summarize the details and comment activity of each public service case to get the context of the case.") adds AI capabilities to help agents work through cases faster, including case summarization, chat summarization, and resolution notes generation. Public Sector Digital Services supports three primary service delivery scenarios: government to constituent, government to business, and government to agency. You can implement one or more of these scenarios
depending on your agency's requirements.

## Public Sector Applications {#exploring-public-sector-digital-services__id_j33_phx_v3c}

|-|-|-|
| [Investigative Case Management Handle investigative cases.](https://www.servicenow.com/docs/tBTTDVAbAEGypwlSBWtrfw#psds-explore-inv-case-management "The Public Sector Investigative Case Management (ICM) solutions workspace provides a single location for investigators to organize assets related to an investigation. Investigators and supervisors can use ICM to initiate and manage investigative cases, view the full context of an investigation, and get relevant recommendations.") | [Grants Management Handle applications for grants submitted by public sector users.](https://www.servicenow.com/docs/6W66bb7hZqkIY7uI4oO97A "Use Grants Management for Public Sector Digital Services to set up and award grants, and screen proposals for them​.") | [Social Benefits Playbook Handle applications for social benefit programs.](https://www.servicenow.com/docs/klSM54fR384VvQfzgUOvmg "The Social Benefits Playbook provides an end-to-end workflow for handling applications for social benefit programs offered by your government agency and submitted by public sector end users.") |
| [License and Permit Administration Handle license and permit requests.](https://www.servicenow.com/docs/I_nghcPDW_oqmo7~7tlJPQ "The License and Permit Administration provides an end-to-end workflow for handling requests for the license and permit that your agency offers, submitted by public sector end users.") | [Information Request Administration Handle public record and information requests.](https://www.servicenow.com/docs/wV7cgf_5gq353NgdauNRyw "The Information Request Administration provides an end-to-end workflow for handling public record and information requests submitted by public sector end users under the Freedom of Information Act (FOIA).") | [Service Request Administration Handle non-emergency service requests.](https://www.servicenow.com/docs/nbuOCBfhoJINR4iJu7TWng "The Service Request Administration provides an end-to-end workflow for handling non-emergency service requests submitted by public sector end users.") |
|   |   |   |
[ ]

{#exploring-public-sector-digital-services__table_iwv_lpv_klb}

## Benefits {#exploring-public-sector-digital-services__section_d1n_3jc_fvb}

Provide a platform for citizens to engage
:   Serve the public outside of government's walls and hours of operations. Give your constituents the choice of connecting through email, phone, chat, social media, or mobile- anytime, anywhere, and from any device. Provide
    a streamlined platform for the public to request government services through assisted and self-service. Omni-channel advanced work assignment automatically assigns public service cases to the best-equipped agent based on
    capacity, skills, and case context.

Assign tasks across the enterprise
:   Guide government workers to fulfill public service requests quickly and consistently, and monitor the progress of other agents and teams. Create a single flow of work across governments and agencies so that cycle times
    are minimized and automation is maximized, end-to-end. Enable service delivery from one agency to another by connecting the public sector to other departments such as field service, finance, and legal. Collaborate with
    other agencies using the visual task board, workflow, and automation.

Enable insights with reporting and dashboards
:   Identify opportunities to improve case resolution, agent performance, and the service experience, and act on trends revealed in Performance Analytics for Public Sector Digital Services. Monitor current and prior performance to identify areas for improvement of products, services, and processes. Unlock insights to anticipate trends, prioritize, and drive
    actionable improvements, such as automating the most frequently recurring case resolutions.

Manage case volume with self-service
:   Encourage constituents to help themselves with a self-service catalog, communities, knowledge base, and portal. Expand customer support by implementing Virtual Agent, a chatbot that runs on the Government Service Portal and in supported third-party messaging applications, such as Engagement Messenger. End users can request non-emergency services through
    a prebuilt, automated conversation that helps them submit a request.

## Key features {#exploring-public-sector-digital-services__section_z2w_4t5_4sb}

Public Sector Digital Services offers key features that enable administrators and agents to provide the services and support requested by constituents and businesses.
{#exploring-public-sector-digital-services__table_lrg_lmc_kvb__entry__3}

| Benefits | Key Features | Role |
|-|-|-|
| Walk constituents through the process of submitting a grant proposal, applying for a license or permit, requesting government records and other public information, or submitting non-emergency service requests. Walk agents through the process of fulfilling these requests. | [Playbooks](https://www.servicenow.com/docs/GRQauTMFlMF4Nsif4961Pw "A playbook provides government service agents with step-by-step guidance through the life cycle of a public service request case. Use Playbooks to fulfill requests for licenses and permits, government records and other public information, or non-emergency service requests.") | Constituent or Agent |
| Drive self-service from a portal that is integrated with knowledge articles, service catalogs, communities, and chatbots. | [Portals](https://www.servicenow.com/docs/Y0_hnGg2Xv8PV18o7_HgzA "A portal provides an end user, in this case a constituent or applicant, with step-by-step guidance through submitting a public service request case. Use Portals to submit requests for licenses and permits, government records and public information, non-emergency services, or to submit applications for social benefits or grants opportunities.") | Constituent |
| Improve your agent efficiency for faster resolution and a better constituent experience. | [Playbooks and Solutions](https://www.servicenow.com/docs/fp7ViqSta5RSLcX1xABhag "Public Sector Digital Services provides agents across government agencies with a tailored workspace experience to work on cases created by constituents, businesses, and agencies.") | Agent or Manager |
| Manage case interactions and service level agreements (SLAs), product model relationships, and other services. | [Case Management](https://www.servicenow.com/docs/aryS7eQR5YL9ZvF~gsbvaQ "Set up case management features to enable agents and constituents to create cases as needed and work to resolve those cases. Create the necessary case types to handle specific types of public services, issues, and requests. Configure service definitions to create connections between products, services, and case types.") | Administrator |
| Increase productivity with automated case detail and comment summarization, so agents get answers fast. Also, learn how to route issues, recommend solutions, and identify trends. | [Intelligence](https://www.servicenow.com/docs/SFjqzvthMk57DqVxoZ1Q8w "With the ServiceNow Otto for Public Sector Digital Services (PSDS) application, your agents can use generative AI to summarize the details and comment activity of each public service case to get the context of the case.") | Agent or Manager |
| Get at-a-glance visibility and a deep understanding of the data and identify areas that impact your processes. | [Analytics and Insights](https://www.servicenow.com/docs/eP1CQExvVGjyCwnRE5m15A "Platform Analytics Solutions contain prepackaged Platform Analytics content for use with other ServiceNow AI Platform products. This Platform Analytics Solution provides KPIs and benchmarks to measure the government services provided to constituents.") | Manager |
| Embed a messenger-like pop-up inside any website to interact with ServiceNow features, such as browsing knowledge, creating a case, and interacting with Virtual Agent. Manage how your customers use your web applications and services from one central location. Configure the behavior and styling of the messenger and deploy the configuration on the websites or mobile sites of your choice. | [Virtual Agent](https://www.servicenow.com/docs/uBeFeyd9gZxlRN54Lm0rIA "As an admin, you can use Virtual Agent to create chatbot conversations tailored to public sector use cases.") | Administrator |
| A dedicated, customizable workspace for government agents and agents from external agencies to work on issues and deliver services for constituents, agencies, and businesses. Administrators tailor the configurable workspace for public sector use, enabling agents to resolve issues faster and view services received, recent cases, and profiles for businesses, agencies, and constituents. Agents can manage their cases, check on service requests, and even initiate requests for others. | [Public Sector Workspace](https://www.servicenow.com/docs/xwKXqZ9rKvbelcvBsd~CKA "Set up CSM Configurable Workspace for your agents and expand the Workspace UI so they can engage with customers, answer questions, create cases, and resolve issues.") | Agent or Manager |
[Table 1. Benefits of PSDS features]

{#exploring-public-sector-digital-services__table_lrg_lmc_kvb}