--- 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 --- # ServiceNow Otto for PSDS # ServiceNow Otto for Public Sector Digital Services (PSDS) {#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 ServiceNow Otto for Public Sector Digital Services (PSDS) The ServiceNow Otto for Public Sector Digital Services (PSDS) application leverages generative AI to help agents efficiently summarize case details and comment activity within public service cases. This capability provides quick contextual understanding of each case, enabling faster and more informed service delivery in public sector environments. Show full answer Show less ## Key Features * **Generative AI Summarization:** Automatically generates concise summaries of case information and related comments to streamline case handling. * **Agentic Workflows:** Supports AI-driven workflows tailored for public sector digital services to enhance operational efficiency. * **Configurable Application:** Customers can configure the PSDS application to fit their specific needs and workflows. * **AI Model Provider Availability:** Availability of AI models and features varies by region and deployment environment. Some models may not be accessible for customers in regulated markets, certain data centers (FedRAMP, NSC DOD IL5, Australia IRAP-Protected), or with in-country SKUs. ## Important Considerations * The AI technology is evolving and might not always produce accurate or complete outputs. Customers should apply human oversight and validate AI-generated content before making decisions, especially in sensitive areas like healthcare, finance, or legal sectors. * Use of the application requires data transfer from customer instances to centralized ServiceNow environments or third-party cloud providers such as Microsoft Azure, in compliance with ServiceNow's internal policies. * ServiceNow collects input and output data from the application to improve AI models, but customers have the option to opt out of future data collection. * Compliance with ServiceNow's AI Acceptable Use Policy is mandatory. ## Support and Troubleshooting * Customers can access support via the ServiceNow Community, AI \& Intelligence forums, and the Known Error Portal for known issues. * Customer Service and Support teams are available for assistance. ## Practical Benefits for ServiceNow Customers By using ServiceNow Otto for PSDS, customers in the public sector can accelerate case resolution through AI-powered summarization, improve agent productivity, and maintain compliance with data handling policies. Understanding model availability constraints and AI limitations ensures responsible and effective use of the application. 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. ## Get started {#sn-otto-for-psds__section_yzm_tc2_kbc} |-|-|-| | [ExploreLearn more about ServiceNow Otto for Public Sector Digital Services (PSDS).](https://www.servicenow.com/docs/NaPuoYxs13f7tTYR4nL92w "With the ServiceNow Otto for Public Sector Digital Services (PSDS) application, your agents can use AI capabilities to perform various tasks on a government service case.") | [ConfigureConfigure the ServiceNow Otto for Public Sector Digital Services (PSDS) application.](https://www.servicenow.com/docs/cJi6~EL74MrbsdeH8ys5oA "If you have the admin role, you can configure the ServiceNow Otto for Public Sector Digital Services (PSDS) application so that your agents and managers can use the generative-AI skills in Public Sector Workspace and in Core UI.") | [UseUse generative AI capabilities offered by ServiceNow Otto for Public Sector Digital Services (PSDS).](https://www.servicenow.com/docs/uXYyQVzHxEzCn9IUGYvfhg "You can use various generative AI skills with the ServiceNow Otto for Public Sector Digital Services (PSDS) application.") | | | [Use Public Sector Digital Services AI agent collection Use agentic workflows in Public Sector Digital Services.](https://www.servicenow.com/docs/m6zR_9qEy05bl8x7Tboh6g "Use standalone agents to achieve specific automated outcomes with the Public Sector Digital Services AI Agent Collection application. ​") | | [ ] {#sn-otto-for-psds__table_zzm_tc2_kbc} Important: * Not all model providers are available for customers with in-country SKUs, and some AI products/features are currently unavailable for in-country customers. For more information, see the [KB1584492](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1584492) article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.{#sn-otto-for-psds__na-in-country-notice} * Some AI products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the [KB0743854](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0743854) article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.{#sn-otto-for-psds__na-restricted-envs-notice} * Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.{#sn-otto-for-psds__na-standalone-language-notice} * Some AI products and skills are not available in Regulated Markets. For more information, see [KB2593939: Regulated Markets AI Products/Skills Not Available](https://support.servicenow.com/kb?id=kb_article_view&sys_kb_id=e8d7cc82475aba90b7832920326d4362). Be sure to check for availability updates in future releases. {#sn-otto-for-psds__ul_j3b_4vd_wcc} ## Troubleshoot and get help {#sn-otto-for-psds__section_e1n_tc2_kbc} * [ServiceNow Community AI \& Intelligence](https://www.servicenow.com/community/ai-intelligence/ct-p/ai-intelligence) * [Search the Known Error Portal for known error articles](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0597477) * [Contact Customer Service and Support](https://support.servicenow.com/now?draw=case) {#sn-otto-for-psds__ul_lfv_yc5_bzb} ## AI limitations {#sn-otto-for-psds__section_cbz_1wg_2zb} This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by [ServiceNow's AI Acceptable Use Policy](https://www.servicenow.com/ai-acceptable-use-policy.html), which may be updated by ServiceNow.{#sn-otto-for-psds__p_kv2_nfg_h1c} ## Data processing {#sn-otto-for-psds__section_dbz_1wg_2zb} This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our [CORE Compliance Portal](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0564067).{#sn-otto-for-psds__p_lv2_nfg_h1c} ## Data collection {#sn-otto-for-psds__section_ebz_1wg_2zb} ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. In addition, this application will collect case information (for case summarization) and test run information (for test summarization). Customers can opt out of future data collection at any time, as described in the [AI Opt-Out page](https://www.servicenow.com/docs/access?context=opt-out-of-data-sharing-for-now-assist&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). For more information, see the [ServiceNow AI documentation](https://www.servicenow.com/docs/access?context=ai-products&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).