Combined Public Sector Digital Services release notes for upgrades from Yokohama to Zurich

  • Release version: Zurich
  • Updated August 11, 2026
  • 8 minutes to read
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    Summary of Combined Public Sector Digital Services Release Notes for Upgrades from Yokohama to Zurich

    This consolidated release note provides ServiceNow customers with essential information about upgrading Public Sector Digital Services from the Yokohama to Zurich release versions. It covers important upgrade instructions, new features, changes, and other relevant details to ensure a smooth transition and maximize the benefits of the Zurich release.

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    Important Upgrade Information

    • After upgrading to either Yokohama or Zurich, certain public sector menus in the CSM Configurable Workspace revert to default CSM labels. Customers must manually relabel these menus to fit public sector terminology using Guided Setup under Constituent Service administration.
    • Preparation and post-upgrade tasks should be reviewed and completed as needed to ensure a successful upgrade.

    New Features

    • Grants Management Enhancements:
      • Yokohama: Introduced streamlined grant application intake and screening, a self-service Grants Portal with guided intake and save/resume functionality, and program setup guidance for grant managers.
      • Zurich: Added Funding Programs as top-level budget containers that govern individual grant programs, enabling logical budget flow and duration control. Introduced Evaluation & Decision capabilities for merit reviews, scoring, and managing grant proposals via the Merit Review portal and Grants Workspace.
      • Reviewer Portal: Merit reviewers can score and monitor applications through a dedicated Reviewer Service portal, supporting comprehensive evaluation tracking.
    • Service Bridge for Public Sector Digital Services: Enables secure, compliance-driven data sharing and unified case collaboration across multiple ServiceNow instances, facilitating cross-agency support and real-time crisis coordination.
    • Now Assist Chat Summarization: Powered by generative AI, this feature condenses chat interactions into summaries within cases, helping agents propose resolutions efficiently.
    • Agentic AI for Information Requests: Automates fee definition and waiver assessments for information requests using agency-specific criteria, integrating with case workflows and AI frameworks.

    Key Changes

    • Constituent Service Dashboard: Migrated to Next Experience Platform Analytics, leveraging ServiceNow AI Platform capabilities to provide role-based, real-time, and historical process visualization dashboards accessible from the Platform Analytics library.
    • Grants Management Portal Enhancements (Zurich): Allows grant program managers to add new applicant contacts, auto-remove programs after set dates, close applications automatically, and notify applicants through the portal about award decisions. Applicants can review results letters, merit review summaries, and accept or decline awards directly within the portal.

    Removed and Deprecated Features

    No features or functionalities were removed or deprecated between Yokohama and Zurich releases for Public Sector Digital Services.

    Activation and Installation

    • Public Sector Digital Services applications must be requested and installed from the ServiceNow Store.
    • Refer to ServiceNow documentation for configuration guidance post-installation.

    Additional Considerations

    • No new browser, accessibility, localization, or additional requirements were introduced or changed from Yokohama to Zurich.

    Benefits for ServiceNow Customers

    • Streamlined grant lifecycle management through enhanced intake, evaluation, funding, and communication tools.
    • Improved cross-agency collaboration and data sharing with Service Bridge.
    • Increased efficiency for agents with AI-powered chat summarization and automated information request fee management.
    • Enhanced insights and decision-making enabled by analytics dashboard migration to a next-generation AI platform.

    Consolidated page of all release notes for Public Sector Digital Services from Yokohama to Zurich.

    How to use this page

    To help you prepare for your upgrade, we have combined the cross-family Public Sector Digital Services release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Yokohama to Zurich.

    Tip:
    If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release."

    Important information for upgrading Public Sector Digital Services to Zurich

    Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed.

    Release Release notes

    Yokohama

    After the upgrade, certain public sector menus and menu items in the CSM Configurable Workspace revert to their original CSM label names. You can relabel these items for public sector use by updating the labels for the Customer, Accounts, and Service Organizations UX list category records. For more details on relabeling, navigate to All > Constituent Service > Administration > Guided Setup, and select Configurable Workspace for Public Sector Digital Services > Customize Workspace Labels Manually.

    Zurich

    After the upgrade, certain public sector menus and menu items in CSM Configurable Workspace revert to their original CSM label names. You can relabel these items for public sector use by updating the labels for the Customer, Accounts, and Service Organizations UX list category records. For more details on relabeling, navigate to All > Constituent Service > Administration > Guided Setup, and select Configurable Workspace for Public Sector Digital Services > Customize Workspace Labels Manually.

    New features

    Between your current release family and Zurich, new features were introduced for Public Sector Digital Services.

    Release Release notes

    Yokohama
    Grants Management
    Simplify and streamline Grant application intake and screening​ with Grants Management:​ Intake and Screening, a part of Grants Management. Improve self-service with a Grants Portal that streamlines finding, applying for, and tracking grants, with added features such as guided intake, and a save, resume, and export functionality. Set up and manage grant programs easily with guided steps​ using Grants Management: ​Program Set Up​, which guides grant program managers through the process of creating, publishing, and managing grant programs.​
    Communicate and share citizen and agent data securely between agencies using Service Exchange for Public Sector Digital Services
    Connect multiple ServiceNow instances to provide seamless support and service experiences across the Public Sector​ using Service Bridge for Public Sector Digital Services. Service Bridge enables unified case collaboration across agencies, streamlined approval workflows for funding distribution, and real-time crisis coordination with dynamic task management. Agencies can share citizen & agency data securely through ​compliance-driven access.​​​
    Post-chat summarization in Now Assist for Public Sector Digital Services (PSDS)
    Condense chat records into short summaries using the chat summarization skill in the Now Assist for PSDS application. Agents can use the chat summarization skill to generate chat records for a case, auto-populate the chat summary into the Interaction section of the case record, and obtain a summary of the main points discussed during the chat, helping them propose a case resolution. The Now Assist for PSDS application brings generative AI chat summarization to Public Sector Digital Services.

    Zurich
    Grants Management Funding Program

    Create a funding program, which serves as the top-level container from which individual grant programs are created and derive their budget allocations.

    Grant program managers can create a new funding program, or start by copying data and configurations from an existing funding program, using the funding program ID. From this funding program, admins can create grant programs directly, set and update the duration and overall budget, and ensure budgets flow down logically to individual grants.

    Each grant program is associated with a single funding program via the funding program ID. All grant programs linked to a specific funding program share the cumulative budget of that funding program, and their start and end dates fall within the funding program's duration.

    Grants Management Evaluation & Decision​
    Simplify and streamline your grant application decisions​ with Grants Management:​ Evaluation & Decision. You can review, score, and manage proposals for grant programs in the Merit Review portal and define a funding proposal for a grant program by using the Grants Workspace. You can share this information internally with the grant program director.​ Grant program managers can define the merit review framework criteria, assign a reviewer group to each application, create, and track merit review tasks. Grant program managers can use document templates to compose letters that inform the applicants of results, with template options for Award, Rejected (Ineligible), and Rejected (Decline).
    Grants Management Reviewer Service portal
    Enable your merit reviewers to track, score, and monitor grant applications via a dedicated Reviewer Service portal. The merit reviewers can capture and aggregate scores across the Grant Proposal review framework​ in the Grants Workspace. A score and rationale can be summarized as part of the application proposal result.​
    Agentic AI
    Define the fees for information requests and autonomously assess waivers against an agency's criteria​. You can automate the process of synthesizing similar information requests and associated fees, and apply those fees to cases​. Your case fields are automatically filled in and integrated into the Information Request Playbook workflow and ServiceNow's AI framework.

    Changes

    Between your current release family and Zurich, some changes were made to existing Public Sector Digital Services features.

    Release Release notes

    Yokohama
    Constituent Service Dashboard Migration to Platform Analytics
    The Constituent Service Dashboard has been migrated to Next Experience Platform Analytics. Next Experience is a ServiceNow AI Platform® feature that is active by default when the user loads or upgrades to the Yokohama release. The dashboard migration to Next Experience enables you to visualize historical and real-time process statistics in role-based dashboards, which enable individual stakeholders to make informed decisions. The new dashboard can be accessed by navigating to All > Platform Analytics > Library > Dashboards.

    Zurich
    Enhancements to Grants Management: Program Setup
    In the Grants Management: program setup, grant program managers can now add new points of contact for the applicants to the grants program in the Define Program stage. In the Publish Program stage, new fields have been added for program announcement removal. Grants program managers can now set grants programs to auto-remove at a defined date, and set application close to disable new applications from being submitted through the Grants Management portal.
    Enhancements to Grants Management portal
    Enable grant program managers to turn off new grant proposal submissions after the proposal close date. Applicants can no longer submit proposals after the proposal close date, keeping the process on schedule and helping prevent late submissions from being reviewed.

    Enable applicants to review and download the results letter and merit review summary (where applicable) of their grants application, as well as accept or decline their award, all within the new Results tab of the Grants Management portal. Notify constituents about a pending award decision through the portal.

    Constituent Service Dashboard Migration to Platform Analytics
    The Constituent Service Dashboard has been migrated to Next Experience Platform Analytics. Next Experience is a ServiceNow AI Platform® feature that is active by default when you load or upgrade to the Zurich release. The dashboard migration to Next Experience enables you to visualize historical and real-time process statistics in role-based dashboards. Access the new dashboard by navigating to All > Platform Analytics > Library > Dashboards.

    Removed

    Between your current release family and Zurich, some Public Sector Digital Services features or functionality were removed.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Deprecations

    Between your current release family and Zurich, some Public Sector Digital Services features or functionality were deprecated.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Activation information

    Review information on how to activate Public Sector Digital Services.

    Release Release notes

    Yokohama

    Install Public Sector Digital Services applications by requesting them from the ServiceNow Store. For details on installing the applications, see Configuring Public Sector Digital Services. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

    Zurich

    Install Public Sector Digital Services applications by requesting them from the ServiceNow Store. For details on installing the applications, see Configure.

    Additional requirements

    If any additional requirements were introduced or changed for Public Sector Digital Services we have noted them here.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Browser requirements

    If any specific browser requirements were introduced or changed for Public Sector Digital Services we have noted them here.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Accessibility information

    Review details on accessibility information for Public Sector Digital Services, such as specific requirements or compliance levels.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    Localization information

    If there are specific localization considerations for Public Sector Digital Services we have noted them here.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Highlight information

    If there are specific highlight considerations for Public Sector Digital Services we have noted them here.

    Release Release notes

    Yokohama
    • Review requests for grants, and create new grant programs using Grants Management.
    • Connect multiple ServiceNow instances to provide seamless support and service experiences across the Public Sector​ using for Service Bridge for Public Sector Digital Services.
    • Utilize the Chat summarization skill, powered by Now LLM, to auto-generate chat summaries for customer-agent interactions in the Now Assist for Public Sector Digital Services (PSDS) application.

    See Public Sector Digital Services for more information.

    Zurich
    • Create funding programs to establish top-level budgets and timelines that flow down to associated grant programs.
    • Simplify and streamline the grant application decisions​ with Grants Management:​ Evaluation & Decision.
    • Enable merit reviewers to track, score, and monitor grant applications via a dedicated Reviewer Service portal.
    • Enable applicants to review and download the results letter and merit review summary of their grants application, and accept or decline their award, all within the new Results tab of the Grants Management portal.
    • Define fees for and autonomously assess fee waivers against agency-defined criteria for information requests with the Help manage public information requests agentic AI Agent, part of the Public Sector Digital Services AI Agent Collection application.

    See Public Sector Digital Services for more information.