Plugins installed with Public Sector Digital Services Applications
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Summary of Plugins installed with Public Sector Digital Services Applications
This document details the plugins automatically installed with various Public Sector Digital Services (PSDS) applications on the ServiceNow platform. These plugins enable government agencies to deliver streamlined, scalable, and comprehensive digital services across multiple domains such as case management, grants, investigations, licensing, social benefits, and service requests. Understanding these plugins helps ServiceNow customers optimize their implementations to meet public sector requirements efficiently.
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Core Plugins Installed with Public Sector Digital Services Core
- UI Components for Customer Portals: Offers reusable, high-performance UI components for customer service portals.
- Business Location: Supports representation of physical business locations for multichannel customer interactions.
- Agency Support Model: Provides a 360-degree view of agency activities and supports constituent, business, and agency connections.
- Customer Service Case Types: Enables defining complex case types representing distinct business processes.
- Customer Service Portal: Delivers out-of-the-box self-service capabilities for B2B customer support.
- Customer Service Install Base Management: Captures install base states and related downstream impacts.
- Service Applicant Information & Program Management: Supports capturing detailed applicant data and managing applicant-facing programs such as grants.
- Service Request Criteria: Filters service definitions for agents and constituents based on relevant criteria, improving usability.
Plugins for Specific PSDS Applications
Investigative Case Management
Includes the core plugins plus the CSM Investigative Case Management plugin that supports complex government investigations (fraud, misuse, etc.) with an optimized data model and AI-driven workflows for regulatory compliance and operational efficiency.
Grants Management
Builds on the core plugins and adds:
- Playbooks for Customer Service Management: Enables guided workflows for agents to resolve constituent issues via task sequences.
- Goal Framework: Facilitates capturing and tracking grant program goals aligned with strategic planning.
- Expanded Model and Asset Classes: Provides additional out-of-the-box asset and model classes, requiring Asset Management plugin.
- Document Templates and Processors: Automates creation, signing, and review of documents related to grants.
Social Benefits Playbook
Includes core plugins plus:
- Signature Pad: Enables capturing signatures electronically.
- Policy as Code Engine (PaCE): Centralizes policy management for eligibility and benefits determination.
- Extends applicant information capture and document management capabilities.
License and Permit Playbook
Includes core plugins with additional support for document management and applicant information capture, along with expanded asset classes and signature capture to manage licensing and permitting workflows.
Information Request and Service Request Playbooks
These include core plugins, playbooks, signature pad, document management, and customer service management components to facilitate handling information and service requests efficiently.
GOV.UK Developer Toolkit and Service Portal
These applications install core PSDS plugins along with additional service portal capabilities like service catalog, status, configuration, designer, and surveys to enhance public-facing digital experiences.
Now Assist for Public Sector Digital Services (PSDS)
Installs the Now Assist Platform plugin to introduce AI-driven assistance capabilities tailored for public sector digital services.
Optional Plugins
- Geo Map: Available as an optional plugin for enhanced geographic visualization, primarily for Service Request Playbook.
Practical Implications for ServiceNow Customers
When enabling any Public Sector Digital Services application, these plugins activate automatically to provide foundational components, data models, UI elements, and workflow capabilities tailored for government scenarios. This modular approach ensures customers can build scalable, efficient, and compliant government services while leveraging pre-built functionality for case management, applicant tracking, document handling, and service delivery.
Customers should be aware of prerequisites such as Asset Management for expanded asset classes and consider enabling optional plugins like Geo Map if geographic context is required. Understanding these plugin sets allows customers to plan implementations, customize user experiences, and integrate with strategic portfolio management or AI platforms effectively.
These plugins are automatically installed with the following Public Sector Digital Services applications, if they are not 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 out of the box 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 new 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, out-of-the-box, 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 to capture and manage key information—including financial details—at the point of entry. |
| Expanded Model and Asset Classes (com.sn_ent) | Contains all new, out-of-the-box, 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), which provides a centralized platform for storing, managing, and using policies, which are pre-defined rule-sets that drive eligibility determination and benefits and 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, out-of-the-box, 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 to 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 Now Assist for Public Sector Digital Services (PSDS)
The following plugins are installed with Now Assist for Public Sector Digital Services (PSDS) (com.sn_psds_gen_ai) application:
- Now Assist 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