---
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


---

# Performance Overview

# Public Services Performance Overview dashboard {#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 Public Services Performance Overview dashboard

The Public Services Performance Overview dashboard enables users to evaluate key performance indicators and data visualizations related to public services for constituents, businesses, and agencies.
It is designed for various roles within the ServiceNow platform, requiring specific permissions to access and edit the dashboard.
Show full answer Show less  

## Key Features

* **Dashboard Navigation:** Access the dashboard through All \> Platform Analytics \> Library \> Dashboards \> Public Services Performance Overview.
* **User Roles:** Required roles include *sngsm.serviceofferedviewer* for viewing dashboard widgets and *sngsm.serviceofferedadmin* for editing.
* **Use Cases:**
  * *Admin:* Reviews benchmarking to track public services.
  * *Government Service Manager:* Monitors service trends, identifies improvement opportunities in case resolution and service experience.
* **Performance Indicators:** Metrics include daily government service requests, average resolution durations, and service counts by type.
* **Data Visualizations:** Provides insights into service requests over various timeframes, service type distributions, and overall service availability.

## Key Outcomes

Using the Public Services Performance Overview dashboard, users can effectively track service delivery trends, assess performance, and identify areas for enhancement, ultimately improving the service experience for all stakeholders involved. This tool is essential for informed decision-making and operational efficiency in public service management.  
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.  
Figure 1. Public Services Performance Overview - Overview tab  
Figure 2. Public Services Performance Overview - Benchmarking tab

## Required ServiceNow AI Platform roles {#public-services-performance-dashboard__section_ukx_kdd_htb}

* sn_gsm.service_offered_viewer, required to view the dashboard widgets and data.
* sn_gsm.service_offered_admin, required to edit the dashboard.
{#public-services-performance-dashboard__ul_vkx_kdd_htb}

## Access the Public Services Performance Overview dashboard {#public-services-performance-dashboard__section_wkx_kdd_htb}

To open the dashboard, navigate to AllPlatform AnalyticsLibraryDashboardsPublic Services Performance Overview.

## Use cases {#public-services-performance-dashboard__section_xkx_kdd_htb}

For examples of how different people in your organization would use this dashboard, see these use cases.{#public-services-performance-dashboard__table_ykx_kdd_htb__entry__2}

| 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: * Observes short and long-term trends and patterns in service delivery. * Identifies opportunities to improve case resolution, agent performance, and the service experience. {#public-services-performance-dashboard__ul_nks_zqk_3tb} |
[Table 1. Public Services Performance Overview dashboard Use cases]

{#public-services-performance-dashboard__table_ykx_kdd_htb}

## Indicators {#public-services-performance-dashboard__section_zkx_kdd_htb}

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 {#public-services-performance-dashboard__section_alx_kdd_htb}

* GSM-AssignmentGroup
* GSM-Government.ServiceOffered.Type
* GSM-Product
* GSM-State
{#public-services-performance-dashboard__ul_blx_kdd_htb}

## Data visualizations {#public-services-performance-dashboard__section_clx_kdd_htb}

{#public-services-performance-dashboard__table_dlx_kdd_htb__entry__4}

| 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 \[sn_case_type_selection\]{#public-services-performance-dashboard__sys_readonly.sys_report.table} | Distribution (percentage) of government services available in the system. |
[Table 2. Public Services Performance Overview dashboard Data visualizations]

{#public-services-performance-dashboard__table_dlx_kdd_htb}

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