Exploring Public Sector Digital Services

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

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) 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

Investigative Case Management Handle investigative cases.	Grants Management Handle applications for grants submitted by public sector users.	Social Benefits Playbook Handle applications for social benefit programs.
License and Permit Playbook Handle license and permit requests.	Information Request Playbook Handle public record and information requests.	Service Request Playbook Handle non-emergency service requests.

Benefits

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

Public Sector Digital Services offers key features that enable administrators and agents to provide the services and support requested by constituents and businesses.

Table 1. Benefits of PSDS features

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	Constituent or Agent
Drive self-service from a portal that is integrated with knowledge articles, service catalogs, communities, and chatbots.	Portals	Constituent
Improve your agent efficiency for faster resolution and a better constituent experience.	Playbooks and Solutions	Agent or Manager
Manage case interactions and service level agreements (SLAs), product model relationships, and other services.	Case Management	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	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	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	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.	CSM Configurable Workspace	Agent or Manager