Plugins installed with Public Sector Digital Services Applications
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Summary of Plugins Installed with Public Sector Digital Services Applications
Public Sector Digital Services applications in ServiceNow automatically install a set of essential plugins to enable government agencies to deliver streamlined, scalable, and integrated digital services. These plugins provide foundational capabilities such as customer service portals, case management, program management, document handling, and specialized workflows tailored for public sector needs.
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Core Plugins Installed with Public Sector Digital Services Core
Activating the Public Sector Digital Services Core plugin provisions foundational components including:
- UI Components for Customer Portals: Configurable, reusable components for building high-performance service portals.
- Business Location: Supports physical business entities like stores and agencies interacting with constituents.
- Agency Support Model: Connects constituents, businesses, and agencies on a unified platform with 360-degree agency activity views.
- Customer Service Case Types: Allows defining and managing diverse case types representing business processes.
- Customer Service Portal: Provides default self-service capabilities for B2B customers to search information and request assistance.
- Customer Service Install Base Management: Captures and manages install base data linked to service impact.
- Service Applicant Information and Program Management: Enables detailed applicant data capture and rapid program configuration, including grants.
- Service Request Criteria: Filters service definitions shown to agents and constituents based on customizable criteria.
Plugins Installed with Specific Public Sector Applications
Each specialized application in the Public Sector Digital Services suite installs additional plugins to support its unique functions:
- Investigative Case Management: Adds investigation-specific case management capabilities with AI-driven workflows for fraud, waste, and abuse investigations. Includes the full Public Sector Digital Services Core plugins plus investigative extensions.
- Grants Management: Streamlines grant program setup and management with playbooks, strategic planning tools, document templates, and an expanded asset model. It builds on the Core plugins and adds planning, portfolio management, and document processing capabilities.
- Social Benefits Playbook: Supports social assistance programs by extending applicant data capture, playbooks, document templates, and policy management through the Policy as Code Engine. Includes Core plugins plus additional document and signature management.
- License and Permit Playbook: Focuses on licensing and permitting workflows, integrating document management, signature capture, applicant data handling, and an expanded asset model alongside the Core plugins.
- Information Request Playbook: Enables efficient management of information requests, supported by Core plugins, playbooks, document management, and signature capture.
- Service Request Playbook: Facilitates government service request management with Core plugins, playbooks, and case management workspace configurations.
- GOV.UK Developer Toolkit: Provides additional developer tools and service portal enhancements, including knowledge base integration and customer service management components.
- Service Portal: Comes with multiple plugins for configuring, designing, surveying, and managing service catalogs and statuses within portals.
- ServiceNow Otto for Public Sector Digital Services (PSDS): Integrates AI-powered automation and generative AI capabilities through the ServiceNow Otto platform plugin.
Practical Benefits for ServiceNow Customers
- Seamless Integration: Automatically activated plugins ensure consistent architecture and data models across public sector applications.
- Configurable and Scalable: Reusable UI components and playbooks allow tailoring customer service experiences and workflows to agency needs.
- Enhanced Case and Program Management: Agencies can manage complex cases, applicant programs, and investigations efficiently with specialized plugins.
- Advanced Document Handling: Document templates, signature capture, and processing rules automate and simplify document workflows.
- Improved Constituent Engagement: Customer portals and service request filtering provide relevant, user-friendly self-service options.
- AI-Driven Operations: Investigative case management and generative AI plugins modernize government service delivery and compliance.
Considerations
Many plugins depend on others, such as the Asset Management plugin prerequisite for expanded model classes. Understanding plugin dependencies helps ensure proper activation and functionality within your environment.
These plugins are automatically installed with the following Public Sector Digital Services applications, if they aren't already active.
Note:
The Application Files table lists the components that are
installed with this application. For instructions on how to access this table, see Find components installed with an
application.
Plugins installed with Public Sector Digital Services Core
The following plugins are activated when you enable the Public Sector Digital Services Core (com.sn_public_sector_digital_services_core)/(sn_gsm) plugin:
| Plugin | Description |
|---|---|
| UI Components for Customer Portals (com.sn_ciwf_ui_cmpnt) | Provides a library of configurable components that offer better reusability, performance, and upgrade scalability for customer service portals. |
| Business Location (sn_bus_loc) | Enables support for businesses that interact with customers through physical channels such as stores, branches, franchises, and dealerships. Business locations can also support other service organizations. |
| Agency Support Model (com.sn_agency_support_model) | Provides support for agency services to connect constituents, businesses, and agencies on a single public sector vertical platform. Supports a 360-degree view of agency activity in agent workspaces. |
| Customer Service Case Types (com.snc.csm_case_types) | Enables agency customers to manage complex case processes by defining new case types. A case type represents an individual business process and is a collection of diverse inputs and tasks that an agent performs to resolve constituent requests. |
| Customer Service Portal (com.glide.service-portal.customer-portal) | Supports business-to-business (B2B) organizations to support their customers. Provides default self-service capabilities for customers to search information or request assistance from a service agent. |
| Customer Service Install Base Management (com.snc.install_base) | Enables customers to capture the current state of their install base and establish the relationship to any downstream entities that might impact their functioning. |
| Service Applicant Information (com.sn_svc_appl_info) | Enables customers to capture additional information entered during the case creation/application process. Includes a data model and corresponding custom UIs to facilitate storing new applicant information, their associated financial information, and other constituent/business contact data. |
| Service Applicant Program Management (com.sn_svc_appl_pgm_mg) | The Service Applicant Program Management application, in partnership with Strategic Portfolio Management, empowers organizations to quickly design, configure, and launch applicant-facing programs, such as grants. |
| Service Request Criteria (sn_req_criteria) | Allows government service agents to view only relevant service definitions while creating a case. Service definitions can be filtered using user criteria and entity criteria which shows only relevant service definitions for agents and constituents. Admins can create customer criteria for constituents, accounts. Constituents can see relevant service definitions in the customer portal based on customer criteria setup by admins. |
Plugins installed with Investigative Case Management
The following plugins and applications are installed with the Investigative Case Management (com.sn_gsm_icm) application. The Investigative Case Management application enables government organizations to manage complex investigations with a government-optimized data model, supporting diverse investigation types and comprehensive evidence management.| Plugin | Description |
|---|---|
| Public Sector Digital Services Core (com.sn_public_sector_digital_services_core) | Provides a standard architecture for provisioning a variety of government services—such as social assistance programs, service requests, licensing/permitting, and so on—with a government data model that supports case
types and agency services provided to constituents or their businesses. Includes:
|
| CSM Investigative Case Management (sn_csm_icm) |
Enables organizations to handle and process complaints around various issues such as misuse, fraud or illegal activities. Extends the Customer Service case table for investigations. Purpose-built for Public Sector Digital Services. This plugin includes: Investigative Case Management Foundation |
| Investigative Case Management Foundation (sn_icm) |
AI-first platform for government fraud, waste, and abuse investigations, designed to modernize investigative operations, accelerate case resolution, and ensure regulatory compliance. Purpose-built foundation of data models, workflows, and AI agents transforms paper-based and spreadsheet-driven processes into unified digital operations. ICM provides a standard architecture for managing complex investigations with a government-optimized data model supporting diverse investigation types and comprehensive evidence management. |
Plugins installed with Grants Management
The following plugins and applications are installed with the Grants Management (com.sn_gsm_grants) application. The Grants Management application enables government agencies to simplify and streamline grant program set-up, management, application intake, review, and screening using a guided, customizable experience.| Plugin | Description |
|---|---|
| Public Sector Digital Services Core (com.sn_public_sector_digital_services_core) | Provides a standard architecture for provisioning a variety of government services—such as social assistance programs, service requests, licensing/permitting, and so on—with a government data model that supports case
types and agency services provided to constituents or their businesses. Includes:
|
| Playbooks for Customer Service Management (com.sn_csm_playbook) | Foundational plugin that enables customers to create playbooks based on individual business needs. Playbooks guide government service agents through sequences of tasks to resolve constituent issues, and helps users to
visualize the entire lifecycle of a workflow. This plugin includes:
|
| Goal Framework (com.snc.goal_framework) | Captures grant program goals and deliverables. Enables strategic planning and helps define and construct strategic priorities and associate goals for the organization, in partnership with Strategic Portfolio Management. |
| Service Applicant Program Management (com.sn_svc_appl_pgrm_mgmt) | The Service Applicant Program Management application, in partnership with Strategic Portfolio Management, empowers organizations to quickly design, configure, and launch applicant-facing programs, such as grants. This
solution provides a ready-to-use architecture and guided workflow to streamline the entire setup process. Designed with reusability in mind, this application allows teams to provision multiple applicant programs using a
consistent, scalable framework. This plugin includes:
|
| Expanded Model and Asset Classes (com.sn_ent) | Contains all new, default, expanded model classes, asset classes, and model categories defined by ServiceNow. Installation of the Asset Management (com.snc.asset_management) plugin is a prerequisite for this application. |
| Document Templates (com.sn_doc) | Enables users to create HTML and PDF document templates to generate standard letters or documents,automating and simplifying the process of filling, signing, and reviewing a document online. |
| Document Processor (com.sn_doc_processor) | Enabling service owners to configure document categories, document types, document rules, and approval rules for document deferments and exceptions. |
Plugins installed with Social Benefits Playbook
The following plugins are installed with the Social Benefits Playbook (com.sn_gsm_social_benefits) application:| Plugin | Description |
|---|---|
| Public Sector Digital Services Core (com.sn_public_sector_digital_services_core) | Provides a standard architecture for provisioning a variety of government services—such as social assistance programs, service requests, licensing/permitting, and so on—with a government data model that supports case
types and agency services provided to constituents or their businesses. Includes:
|
| Playbooks for Customer Service Management (com.sn_csm_playbook) | Foundational plugin that enables customers to create playbooks based on individual business needs. Playbooks guide government service agents through sequences of tasks to resolve constituent issues, and helps users to
visualize the entire lifecycle of a workflow. This plugin includes:
|
| Service Applicant Information (sn_svc_appl_info) | Extends your application and case intake processes by enabling the collection of detailed applicant data. Designed to support both primary and additional applicants, the plugin provides a flexible data model and user-friendly interfaces. You can capture and manage key information—including financial details—at the point of entry. |
| Expanded Model and Asset Classes (com.sn_ent) | Contains all new, default, expanded model classes, asset classes, and model categories defined by ServiceNow. Installation of the Asset Management (com.snc.asset_management) plugin is a prerequisite for this application. |
| Document Templates (com.sn_doc) | Enables users to create HTML and PDF document templates to generate standard letters or documents,automating and simplifying the process of filling, signing, and reviewing a document online. This plugin includes:
|
| Document Processor (com.sn_doc_processor) | Enabling service owners to configure document categories, document types, document rules, and approval rules for document deferments and exceptions. |
| Policy as Code Engine (com.sn_pace) | Contains the UI components to support the UI functionality of Policy as Code Engine (PaCE). PaCE provides a centralized platform for storing, managing, and using policies, which are pre-defined rule-sets that drive eligibility determination and benefits. Policies can be mapped to one or more social benefit types. This plugin includes the Policy as Code Engine UI (com.sn_pace_builder). |
Plugins installed with License and Permit Playbook
The following plugins are installed with the License and Permit Playbook (com.sn_gsm_lic_prmt) application:
| Plugin | Description |
|---|---|
| Public Sector Digital Services Core (com.sn_public_sector_digital_services_core) | Provides a standard architecture for provisioning a variety of government services—such as social assistance programs, service requests, licensing/permitting, and so on—with a government data model that supports case
types and agency services provided to constituents or their businesses. Includes:
|
| Playbooks for Customer Service Management (com.sn_csm_playbook) | Foundational plugin that enables customers to create playbooks based on individual business needs. Playbooks guide government service agents through sequences of tasks to resolve constituent issues, and helps users to
visualize the entire lifecycle of a workflow. This plugin includes:
|
| Document Templates (com.sn_doc) | Enables users to create HTML and PDF document templates to generate standard letters or documents,automating and simplifying the process of filling, signing, and reviewing a document online. This plugin includes:
|
| Expanded Model and Asset Classes (com.sn_ent) | Contains all new, default, expanded model classes, asset classes, and model categories defined by ServiceNow. Installation of the Asset Management (com.snc.asset_management) plugin is a prerequisite for this application. |
| Service Applicant Information (sn_svc_appl_info) | Extends your application and case intake processes by enabling the collection of detailed applicant data. Designed to support both primary and additional applicants, the plugin provides a flexible data model and user-friendly interfaces. Capture and manage key information—including financial details—at the point of entry. |
| Document Management (com.snc.platform_document_management) | Enables you to manage large numbers of documents efficiently. Provides storage space and a filing system that allows you to easily upload, retrieve and delete documents. |
Plugins installed with Information Request Playbook
The following plugins are installed with Information Request Playbook (com.sn_gsm_info_req) application:
| Plugin | Description |
|---|---|
| Public Sector Digital Services Core (com.sn_public_sector_digital_services_core) | Provides a standard architecture for provisioning a variety of government services—such as social assistance programs, service requests, licensing/permitting, and so on—with a government data model that supports case
types and agency services provided to constituents or their businesses. Includes:
|
| Playbooks for Customer Service Management (com.sn_csm_playbook) | Foundational plugin that enables customers to create playbooks based on individual business needs. Playbooks guide government service agents through sequences of tasks to resolve constituent issues, and helps users to
visualize the entire lifecycle of a workflow. This plugin includes:
|
| Document Management (com.snc.platform_document_management) | Enables you to manage large numbers of documents efficiently. Provides storage space and a filing system that allows you to easily upload, retrieve and delete documents. |
Plugins installed with Service Request Playbook
The following plugins are installed with Service Request Playbook (com.sn_gsm_srvc_req) application:
| Plugin | Description |
|---|---|
| Public Sector Digital Services Core (com.sn_public_sector_digital_services_core) | Provides a standard architecture for provisioning a variety of government services—such as social assistance programs, service requests, licensing/permitting, and so on—with a government data model that supports case
types and agency services provided to constituents or their businesses. Includes:
|
| Playbooks for Customer Service Management (com.sn_csm_playbook) | Foundational plugin that enables customers to create playbooks based on individual business needs. Playbooks guide government service agents through sequences of tasks to resolve constituent issues, and helps users to
visualize the entire lifecycle of a workflow. This plugin includes:
|
Plugins installed with GOV.UK Developer Toolkit
The following plugins are installed with the GOV.UK Developer Toolkit application:
| Plugin | Description |
|---|---|
| Service Portal Knowledge Base (com.glide.service-portal.knowledge-base) | Provides a standard architecture for provisioning a variety of government services—such as social assistance programs, service requests, licensing/permitting, and so on—with a government data model that supports case
types and agency services provided to constituents or their businesses. Includes:
|
| Playbooks for Customer Service Management (com.sn_csm_playbook) | Foundational plugin that enables customers to create playbooks based on individual business needs. Playbooks guide government service agents through sequences of tasks to resolve constituent issues, and helps users to
visualize the entire lifecycle of a workflow. This plugin includes:
|
Plugins installed with Service Portal
The following plugins are installed with the Service Portal (com.glide.service-portal.esm) application, which comes with the GOV.UK Developer Toolkit:
| Plugin | Description |
|---|---|
| Service Portal Knowledge Base (com.glide.service-portal.knowledge-base) | |
| Service Portal - Service Catalog [com.glide.service-portal.service-catalog] | |
| Service Portal - Service Status [com.glide.service-portal.service-status] | |
| Service Portal Configuration Pages [com.glide.service-portal.config] | |
| Service Portal Designer [com.glide.service-portal.designer] | |
| Service Portal Surveys [com.glide.service-portal.survey] |
Plugins installed with ServiceNow Otto for Public Sector Digital Services (PSDS)
The following plugins are installed with ServiceNow Otto for Public Sector Digital Services (PSDS) (com.sn_psds_gen_ai) application:
- ServiceNow Otto Platform (com.sn_genai_platform)Optional Plugins available for Public Sector Digital Services and related apps
- Geo Map (sn_geo_map) for Service Request Playbook