Configuring Public Sector Digital Services
Summarize
Summary of Configuring Public Sector Digital Services
Configuring Public Sector Digital Services (PSDS) enables government agents and service managers to efficiently deliver services to constituents, businesses, and other agencies through the ServiceNow platform. This setup involves preparing the environment, configuring agent workspaces, enabling communication channels, implementing automation intelligence, and creating integrated self-service portals.
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Setting Up the Environment
- Foundation Setup: Plan and establish your PSDS environment, import essential foundation data, and configure access controls and case management processes.
- Agent Workspaces: Customize agent workspaces using the CSM Configurable Workspace, Playbooks, Service Bridge, case routing, and advanced case management features to optimize agent productivity.
- Communication Channels: Enable multiple communication channels such as voice, email, web, and messaging to support diverse constituent interactions.
- Intelligence Features: Implement automation tools like ServiceNow Otto to automate routine tasks and provide agents with recommended content.
- Self-Service Portals: Create portals that integrate knowledge bases, communities, service catalogs, and chatbots to empower constituents to serve themselves efficiently.
- Capability Extensions: Configure additional PSDS features to enhance and tailor your digital service environment.
Additional Configuration Tasks
- Virtual Agent Integration: Utilize the included Virtual Agent to provide automated conversational assistance through chat channels, leveraging prebuilt public sector conversation components and playbooks, such as the "Create a service request" topic for submitting non-emergency requests.
- Service Definitions: Define and map public services, information services, or license and permit requests to your agency’s service catalog. This allows admins to align constituent requests with agency offerings and configure corresponding case management processes and case types.
- Post-Upgrade Menu Relabeling: After upgrading to a new release, relabel menus and menu items within the CSM Configurable Workspace to ensure terminology aligns with public sector usage by adjusting UX list categories for Customer and Service Organizations.
Set up Public Sector Digital Services to enable government agents and service managers to provide government services to constituents, businesses, and other agencies.
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Other configuration tasks
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 Playbook 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.
- 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.- Relabel menu items in CSM Configurable Workspace after upgrade
- After you upgrade your instance to a new release, certain menus and menu items in the CSM Configurable 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.