--- 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 --- # Data management # Data management for Public Sector Digital Services {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 Data management for Public Sector Digital Services Data management in Public Sector Digital Services involves collecting, organizing, securing, and using constituent-related data to enable government service agents and managers to deliver improved service experiences. It provides a comprehensive view of constituent information, including details about individuals, products, services, assets, contracts, and entitlements. This integrated data foundation supports fast resolutions and consistent service delivery across physical and digital government services. Show full answer Show less The data connects constituents, products, services, and internal teams, ensuring agents and managers have a 360-degree view of each interaction and case. It underpins the public service value chain by linking government agencies, their service organizations, staff, and the constituents they serve through accurate and organized information. ## Key Elements * **Customer Data:** Constituent and user information such as names, addresses, phone numbers, and emails. This data is essential for effective communication and differs between B2B (accounts and contacts) and B2C (consumers and households) models. * **Product Data:** Details about products, product models, service catalog items, installed products, and configurations. This data allows agents to quickly identify relevant product information to support constituent cases. * **Service Model Foundation:** A standardized business and technical framework that configures, monitors, and supports service delivery processes, including requests, cases, and workflows across multiple business locations or government organizations. * **Internal User Data:** Information about service organization employees, such as managers, agents, and reviewers. Internal users are organized into teams with roles that enable them to manage cases and interact with constituents effectively. * **Business Stakeholders:** Internal users who influence service processes by creating, viewing, and approving cases and requests within the service organization. ## Practical Benefits for ServiceNow Customers Implementing effective data management in Public Sector Digital Services empowers your teams with a unified and comprehensive constituent view. This enables personalized interactions, faster issue resolution, and improved communication across all service channels. The structured data frameworks and role-based user management facilitate consistent and scalable service delivery, ensuring government agencies can efficiently serve constituents with both physical and digital products and services. Data management refers to the processes and tools used to collect, organize, secure, and use constituent-related data effectively so that government service agent teams can deliver better service experiences. You can give your managers and agents a comprehensive view of constituent data, including constituent details, products and services, assets, service contracts, and entitlements. ## Overview of data management {#psds-explore-data-management__section_ax5_lkd_wgc} Data is the backbone of the Public Sector Digital Services application, connecting constituent, product, service, and team information, giving agents and managers a complete view of every interaction. From constituent profiles and services received to service contracts and entitlements, Public Sector works to bring citizen data together to enable fast resolutions and consistent service support. The info-graphic illustrates the public service value chain, highlighting how agencies deliver benefits and services to constituents through different internal and external entities. At the core, a service agency can provide both physical and digital products and services. These offerings are delivered through one or more service organizations, each of them containing employees and staff working in user-facing or back-office roles. Some service organizations operate with physical, tangible products (for example, fixing a pothole), while others rely on digital products and services (for example, issuing a license or permit). Regardless of format, everything within this chain exists to serve the constituents of the area. Data Management acts as the foundation of this value chain, capturing and organizing constituent and business details, including accounts, contacts, consumers, and households, allowing service organizations to personalize interactions, communicate more effectively, and provide faster resolutions. Constituent and business profiles can be linked with products, services, entitlements, and cases, confirming that agents and managers have a 360-degree view of the issue at hand. Data Management links the government agency, its service organization(s), staff, and the constituents they serve through accurate information that powers each stage of service delivery. ## Key elements of data management {#psds-explore-data-management__section_ifw_3bf_wgc} The following key elements form the foundation of effective data management in Public Sector Digital Services: ## Customer data {#psds-explore-data-management__section_jnd_sd4_2yb} Customer data includes information about the constituents and users who are external to your organization, such as names and addresses, telephone numbers, and email addresses. Maintaining accurate customer data enables your agents to communicate with constituents quickly and easily. * B2B: In the business-to-business (B2B) business model, customer data includes details about accounts and contacts. * B2C: In the business-to-consumer (B2C) business model, it includes details about consumers and households. {#psds-explore-data-management__ul_rc5_ccf_wgc} To learn more about customer and constituent data, see [Customer Data](https://www.servicenow.com/docs/f0kQVG6fgOxOHmW9cnYUyA "Customer data constitutes the data linked to a case using associated entities such as Accounts, Contacts, Constituents, Household, Products, and Service Contracts. This information provides the government service agent the information necessary to resolve constituent issues."). ## Product data {#psds-explore-data-management__section_vqr_sd4_2yb} This data can include information about products and product models, service catalog items, sold products, install base items (the instance as configured for the user), and installed products. When assisting constituents, your service agents can quickly select the correct product data, add the details to case records, and view related details like knowledge articles and resolved cases. To learn more about product data, see [Product Data](https://www.servicenow.com/docs/F2gqJY6_vmwssy6wup_lvw "Configure product data for Public Sector Digital Services including product models, sold products, install base items, and installed products."). ## Service Model Foundation {#psds-explore-data-management__section_icy_h5r_bwb} Service Model Foundation refers to a set of pre-designed business and technical data frameworks that helps set up and manage how services are delivered and supported. It provides a standardized way to configure, monitor, and support service requests, applications, cases, and workflows across various business locations or government service organizations. To learn more about the Service Model Foundation, see . For more information on using the BLSP portal to add staff to your business location, create cases, work orders, and more, refer to the [Using the BLSP](https://www.servicenow.com/docs/OKSi9Wu7v1Ox88qfdD2h7w "You can use the Business (Agency) Location Service Portal (BLSP), available with the Public Sector Digital Services application, as a one-stop shop to manage internal and external agency locations."). ## Internal user data {#psds-explore-data-management__section_b1y_td4_2yb} Internal user data includes the information about the people within your service organization, such as managers, agents, merit reviewers, and other employees. Internal users can be grouped into teams and assigned roles to manage cases, resolve issues, and interact with constituents and applicants. ## Business stakeholders for Public Sector Digital Services {#psds-explore-data-management__section_fd4_5d4_2yb} Business stakeholders are internal users who directly influence service processes. They can create, view, and approve cases and requests across your service organization. To learn more about the business stakeholders, see [Business Stakeholder for Public Sector Digital Services](https://www.servicenow.com/docs/84ziQYODgqGZXfvro8usYw#roles-installed-with-public-sector-digital-services__section_qmx_qfp_bvb).