Playbooks and Solutions
Summarize
Summary of Playbooks and Solutions
Public Sector Digital Services (PSDS) offers tailored workspace experiences and specialized applications designed to help government agents efficiently manage various case types, from constituent requests to investigative cases and grant management. These solutions streamline workflows, improve case visibility, and provide guided processes to enhance agent productivity across government agencies.
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Key Features
- Investigative Case Management (ICM): Provides a centralized workspace for investigators and supervisors to initiate and manage investigative cases, organize related assets, view full investigation contexts, and receive relevant recommendations.
- Grants Management: Supports setup, awarding, and proposal screening for grants. It includes a structured Grants Application Workflow to manage grant applications during the pre-award phase.
- Playbooks: Step-by-step guides for agents to handle government service cases such as licenses, permits, government records, social benefits, and non-emergency service requests. Four specific playbooks are available: Social Benefits, License and Permit, Information Request, and Service Request Playbooks. Playbooks detail workflows and activities necessary to resolve cases and help visualize the case lifecycle.
- CSM Configurable Workspace: A unified platform where agents manage multiple constituent interactions and cases simultaneously. It offers contextual information dynamically based on case status, supports compact and dark modes for enhanced usability, and serves as the access point for PSDS playbooks.
- Mobile Agent: Enables government agents to create, update, and monitor non-emergency requests on mobile devices, providing case load overviews. It currently supports the Service Request Playbook only.
- Advanced Work Assignment (AWA): Automatically routes and assigns public sector work items like non-emergency requests to the most suitable agents based on availability, capacity, and skills, optimizing workload distribution.
Key Outcomes
- Improved agent efficiency through guided playbooks and centralized workspaces tailored for public sector services.
- Enhanced case management with tools designed for investigative workflows, grant lifecycle management, and constituent service requests.
- Better workload balancing and faster case resolution via automated work assignment and mobile access.
- Increased visibility and control for agents and managers over case statuses and assignments within government agencies.
Public Sector Digital Services provides agents across government agencies with a tailored workspace experience to work on cases created by constituents, businesses, and agencies.
- Investigative Case Management
- The Public Sector Investigative Case Management (ICM) solutions workspace provides a single location for investigators to organize assets related to an investigation. Investigators and supervisors can use ICM to initiate and manage investigative cases, view the full context of an investigation, and get relevant recommendations.
- Grants Management
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Use Grants Management for Public Sector Digital Services to set up and award grants, and screen proposals for them​. The Grants Application Workflow in the Public Sector Digital Services (PSDS) Grants Management Playbook provides a structured process for managing grant applications from submission for the pre-award phase.
- Playbooks
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A playbook provides government service agents with step-by-step guidance through the life cycle of a government service case. Use Playbooks to fulfill requests for license and permits, government records and other public information, or non-emergency service requests, and to review applications for grants or the social benefits programs your agency offers. The workflows that are associated with a specific type of case and the activities that need to be completed to resolve cases of this type are detailed in the playbook. Playbooks also help your agents to visualize the entire life cycle of a workflow.
Four applications are available with Public Sector Digital Services that enable you to use playbooks:- Social Benefits Playbook
- License and Permit Playbook
- Information Request Playbook
- Service Request Playbook
To learn more about playbooks, see Playbooks for Public Sector Digital Services.
- CSM Configurable Workspace
Your government service agents have one stop for constituent interactions, the CSM Configurable Workspace for Public Sector Digital Services.
Multiple tabs enable agents to manage several cases at once. Agents and managers have ongoing visibility into the status of issues assigned to different agents across the agency. The workspace dynamically displays related contextual information based on the current state. Agents can also set compact mode and dark mode to optimize their experience and productivity.
Public Sector Digital Services playbooks are setup on and are accessed through the CSM Configurable Workspace to provide step-by-step guidance to agents for resolving specific types of government service cases, including service requests, information requests, license and permit, and social benefits cases.
To learn more about CSM Configurable Workspace, see Explore CSM Configurable Workspace.
- Mobile Agent
Your government agents can use the Mobile Agent to create, update, and monitor non-emergency requests on a mobile device. You can also get an overview of your case load, including your new and active service request cases.
The Mobile Agent is currently only supported by the Service Request Playbook.
To learn more about the Mobile Agent application, see Mobile Agent experience for Public Sector Digital Services.
- Advanced Work Assignment
Use the Advanced Work Assignment (AWA) application to automatically route and assign public sector work items, such as non-emergency requests, to the best-equipped agents, based on their availability, capacity, and skills.
To learn more about Advanced Work Assignment, see Automatically route service requests using Advanced Work Assignment.