---
sourceDocument: Brazil Release Notes
sourceDocumentLink: https://www.servicenow.com/docs/r/release-notes

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Release Notes

ft:clusterId :

    - rn

bundleId :

    - rn


---

# Public Sector Digital Services release notes

# Public Sector Digital Services release notes {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 11 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Public Sector Digital Services Release Notes - Brazil Release

The ServiceNow® Public Sector Digital Services (PSDS) application empowers government agencies to efficiently deliver critical services such as public records, licenses, permits, and social services.
The Brazil release introduces enhanced investigative case management, rolling grant approvals, AI-powered capabilities, and improved user experience to streamline public sector operations.
Show full answer Show less  

## Key Features

* **Investigative Case Management (ICM):** Consolidates case narrative, evidence, entities, team assignments, and investigative tasks into a single interface. Includes Entity Management for managing persons, property, vehicles, and specialized entities like firearms, and Evidence Management with chain of custody documentation.
* **Tasks and Field Service Management Integration:** Create and view investigative tasks within ICM and escalate cases directly to Field Service Management work orders without leaving the workspace.
* **Rolling Grant Approvals:** Enables grant program managers to submit incremental funding and decline recommendations for any subset of proposals, allowing continuous and timely decision-making without waiting for the entire portfolio review. Funding Allocation Requests facilitate director approvals or rejections with automatic proposal queue management.
* **Grant Program Budget Restructuring:** New three-section workflow (Program Budget, Budget Categories, Award Allocation) with real-time budget calculations enhances clarity and accuracy in budget configuration.
* **Document Management Enhancements:** Flagged documents persist in the system with audit trails and can be routed back to applicants for correction, improving transparency and compliance in proposal review.
* **ServiceNow Otto® AI Integration:** The new AI experience brand delivers generative AI skills such as case narrative refinement and document screening to improve investigative workflows and data validation.
* **GOV.UK Developer Toolkit:** Provides reusable, UK GDS-compliant portal widgets enabling developers to build accessible, standards-compliant service portals for UK government agencies.
* **Granular Admin Roles:** Introduces fine-grained administrative roles allowing configuration tasks without granting full admin privileges, enhancing security and role management.
* **UI and Accessibility Improvements:** Updated Coral theme with improved contrast and dark mode, enhanced constituent service portals with standardized widgets, and configurable case access controls aligned with organizational units.

## Key Outcomes

* **Improved Case and Evidence Management:** Streamlined investigative processes with comprehensive entity and evidence tracking, ensuring auditability and collaboration across agencies.
* **Efficient Grant Funding Workflow:** Rolling approvals and flexible funding allocation support quicker, incremental decisions, reducing delays in grants management.
* **Enhanced User Experience and Accessibility:** Modernized UI components and configurable access improve usability for agents and constituents across devices.
* **AI-Driven Productivity Gains:** Integration of ServiceNow Otto AI skills accelerates narrative creation and document validation, reducing manual effort and errors.
* **Compliance and Customization:** Support for UK government design standards and granular role-based administration facilitates compliance and tailored operational control.

## Upgrade and Activation Notes

* Post-upgrade, some menu labels revert to original Customer Service Management names and must be manually relabeled for public sector use via Guided Setup.
* Customers not opted into new third-party large language models may experience skill execution issues; verify AI model configurations in the AI Admin Hub console.
* Public Sector Digital Services is available for installation from the ServiceNow Store.

## Additional Information

* ServiceNow AI Platform now offers three licensing tiers---Foundation, Advanced, and Prime---providing access to varying AI capabilities aligned with customer needs.
* Related applications include Customer Service Management, CRM Workspace, and AI Admin Hub, which complement PSDS functionality for constituent engagement and AI management.  
The ServiceNow®
Public Sector Digital Services application enables government agencies to provide citizens, businesses, and other agencies with important services such as public records, licenses, permits, and social services. Public Sector Digital Services was enhanced and updated in the Brazil release.

## Public Sector Digital Services highlights for the Brazil release {#public-sector-digital-services-rn__public-sector-digital-services-rn-highlights}

* Manage field operations and view/create investigative tasks directly within the case context using the Tasks tab, found within an ICM investigative case record. Use the Create Work Order button to allow a case to be escalated to an Field Service Management work order without leaving the ICM workspace.
* ServiceNow Otto® is the new AI experience brand. This change is reflected in the name of ServiceNow products, including ServiceNow Otto for Public Sector Digital Services (PSDS). Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features.
* Control the visibility of the grant program lifecycle stepper on the Grant Program record page by disabling or enabling it per instance.
* Route flagged documents back to applicants, prompting re-upload of the corrected document, maintaining a complete audit trail within the system. Flagged documents now persist in the system rather than being deleted immediately.
* Enter award information and allocate budget across categories using the restructured Program Budget activity. The new three-section workflow separates total program budget, budget categories, and award allocation types for a clearer, more intuitive budget configuration experience. Budget allocations and balances update in real-time as you enter percentages across categories.
* Enable other governments to launch citizen-facing services using the GOV.UK Developer Toolkit, a library of reusable portal widgets that follow UK GDS guidelines. ServiceNow developers can build compliant service portals for UK government customers.

* Submit funding and decline recommendations as a Grant Program Manager for any scored subset of proposals as a Funding Allocation Request. This enables incremental funding decisions without waiting for the entire portfolio to complete review. The Grant Program Director can approve or reject each request, with rejected proposals returning to the working queue for future consideration.
* Release result letters per proposal as each Funding Allocation Request decision is approved, rather than waiting for all decisions across the program to be finalized. This enables rolling notification of award, decline, or
  ineligibility outcomes in Grants Management.

* Consolidate the case narrative, evidence, entities, team assignments, investigative tasks, and related cases into a single record page with Investigative Case Management Foundation.
* Manage persons, property, vehicles, organizations, locations, and events with Investigative Case Management Entity Management. Specialized entity types like firearms include detailed identification, specifications, origin, and ballistic information and can be linked to cases and to each other.
* Manage physical and digital evidence tied to investigative cases using Investigative Case Management Evidence Management. Structured fields capture collection details, source, context, security classification, and links to related entities such as persons, vehicles, locations, and organizations.
* Create Chain of custody documentation in every evidence record, capturing each transfer from the moment of collection.
* Synthesize narratives, entities, evidence, and activity history into a structured summary using Investigative Case Management Case Summarization.
* Validate large volumes of uploaded documents, verify information, flag issues, and highlight key details for case agents with the Document Screening Al Skill, used with ServiceNow Otto for Public Sector Digital Services (PSDS).
{#public-sector-digital-services-rn__ul_z3c_xkp_qhc}

See [Public Sector Digital Services (PSDS)](https://www.servicenow.com/docs/access?context=bun-public-sector-landing-page&version=brazil&pubname=brazil-government-industry&ft:locale=en-US) for more information.{#public-sector-digital-services-rn__public-sector-digital-services-rn-highlights-2}
Important:  
Public Sector Digital Services is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

## Important information for upgrading Public Sector Digital Services to Brazil {#public-sector-digital-services-rn__public-sector-digital-services-rn-upgrade-info}

After the upgrade, certain public sector menus and menu items in CRM 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 AllConstituent ServiceAdministrationGuided Setup, and select Configurable Workspace for Public Sector Digital ServicesCustomize Workspace Labels Manually.{#public-sector-digital-services-rn__public-sector-digital-services-rn-upgrade-info-1}

Customers who have not opted into new third-party LLM models may be silently routed to them during skill execution. If the new model is not provisioned or available in the customer's environment, this will result in skill execution failures. Check the models your skills are using in the AI Admin Hub console.{#public-sector-digital-services-rn__public-sector-digital-services-rn-upgrade-info-2}

## New in the Brazil release {#public-sector-digital-services-rn__public-sector-digital-services-rn-new-features}

[Rolling grant approvals](https://www.servicenow.com/docs/access?context=psds-gm-rolling-grant-approvals-concept&version=brazil&pubname=brazil-government-industry&ft:locale=en-US)

:   The Rolling grant approval feature enhances the grants management funding workflow. It gives grant program managers the flexibility to propose awards and declines for any scored subset of applications at any time. Grant program managers no longer need to wait for the entire proposal portfolio to complete review. They can process funding decisions incrementally as proposals are scored, or continue working in the traditional full-portfolio model.

    The feature introduces the Funding Allocation Request as a new record type --- an approval packet that groups a subset of proposals for Grant Program Director review. The Grant Program Director can approve the Funding Allocation Request or reject it. Rejection returns all proposals in the batch, regardless of whether they were on the funding or decline track. The proposals in the rejected batch feed back into the Grant Program Manager's working queue, re-entering the funding pool for future review and funding allocation opportunities. The Funding Allocation Requests introduce an alternative to the previous all-or-none approval model and enable continuous, long-running grant programs to operate on a single program record.

    Release result letters per proposal for Rolling grant approval scenarios in Grants Management. Once a proposal's funding or decline decision is approved through its Funding Allocation Request (FAR), the corresponding letter can be issued to that applicant.
    Award, decline, or ineligibility letters can be issued independently without waiting for program-wide completion.

[Investigative Case Management](https://www.servicenow.com/docs/access?context=psds-explore-inv-case-management&version=brazil&pubname=brazil-government-industry&ft:locale=en-US)
:   Create an investigative case using Investigative Case Management. Investigative Case Management guides investigators through the process of organizing, tracking, and resolving investigations, ​developing case details,​ assigning investigators and team members​, and track evidence with logging
    and metadata. The following features are available as part of Investigative Case Management:

    * Entity Management
    * Evidence Management
    {#public-sector-digital-services-rn__ul_wdk_zxd_dkc}With Entity Management, investigators can create investigative tasks and workflows for investigative activities with automated metadata capture (time, source, entities, classification)​, as well as define processing with
    teams and attorneys and collaborate across agencies/divisions. With Evidence Management, investigators can log and triage evidence metadata (digital, physical, testimonial)​ and maintain an audit trail (Chain of Custody
    logging), as well as draft, review, and create reports with supporting evidence​​.

[Task Tab and Field Service Management case escalation in Investigative Case Management](https://www.servicenow.com/docs/access?context=psds-using-icm&version=brazil&pubname=brazil-government-industry&ft:locale=en-US)
:   Use the Tasks tab in the investigative case record to view and create investigative tasks directly within the case context. Use the Create Work Order to escalate a case directly to an Field Service Management work order without leaving the ICM workspace​​.

[ServiceNow product tiers](https://www.servicenow.com/docs/access?context=ai-native-sku-overview&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US)
:   The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

    * Foundation: AI basics to deliver insights
    * Advanced: AI to boost productivity across relevant use cases
    * Prime: Act autonomously with all AI assets, and create your own

    {#public-sector-digital-services-rn__ul_pgy_j1t_r3c}

    Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

[Use ServiceNow Otto for Public Sector Digital Services (PSDS) Skills to create case narratives and screen documents](https://www.servicenow.com/docs/access?context=now-assist-psds-using&version=brazil&pubname=brazil-government-industry&ft:locale=en-US)
:   Complete case narratives and make refinements to investigative case records using ServiceNow Otto for PSDS Gen-AI skills. Investigators can streamline case narrative refinement by editing content, adjusting tone, and regenerating the narrative for clarity and completeness.

[Use the Case Narrative Refinement AI Agent to refine case narratives in Investigative Case Management](https://www.servicenow.com/docs/access?context=psds-using-na-refine-icm-case-narrative&version=brazil&pubname=brazil-government-industry&ft:locale=en-US)
:   Produce clear, accurate, and well-structured case narratives using the Case narrative refinement AI agent, embedded within the case record page. This AI agent analyzes existing narratives and related case data to suggest
    improvements in clarity, structure, tone, and completeness, and highlighting gaps and inconsistencies.

[Document Screening AI Skill for Social Benefits Playbook](https://www.servicenow.com/docs/access?context=psds-ai-skill-doc-screening&version=brazil&pubname=brazil-government-industry&ft:locale=en-US)
:   Validate large volumes of uploaded documents, verify information, flag issues, and highlight key details using the Document Screening AI Skill in Social Benefits Playbook, part of ServiceNow Otto for Public Sector Digital Services (PSDS).

[GOV.UK Developer Toolkit GDS Service Portal](https://www.servicenow.com/docs/access?context=psds-gdsp-overview&version=brazil&pubname=brazil-government-industry&ft:locale=en-US)

:   Launch citizen-facing services using the GOV.UK Developer Toolkit. This collection of pre-built, GDS-compliant portal widgets enables developers and partners to build service portals for UK government agencies. The GOV.UK
    Developer toolkit includes standardized components such as homepage, FAQs, Registration, Profile, login, case detail, knowledge search, and record producers. Use these components to assemble portals that meet UK
    accessibility and design standards and comply with GOV.UK Design System patterns. The toolkit is WCAG 2.2AA compliant and supports 400% zoom and reflow.

[Granular configuration admin roles](https://www.servicenow.com/docs/access?context=roles-installed-with-public-sector-digital-services&version=brazil&pubname=brazil-government-industry&ft:locale=en-US)
:   Several new granular admin roles enable admins to complete administrative configuration tasks on the Public Sector Digital Services platform without requiring the full admin role. These granular access roles enable a high-level administrator to define and assign custom roles that contain only the specific
    permissions a user needs. This decreases the number of users with full administrative power over the instance. For more information on granular admin roles, see [Granular admin roles](https://www.servicenow.com/docs/access?context=granular-admin-roles&version=brazil&pubname=brazil-platform-security&ft:locale=en-US).

## UI changes {#public-sector-digital-services-rn__public-sector-digital-services-rn-ui-changes}

[Updated Coral theme](https://www.servicenow.com/docs/access?context=next-experience-theming&version=brazil&pubname=brazil-platform-user-interface&ft:locale=en-US)
:   The Coral theme has been improved to enhance usability across web, mobile, and portal experiences that use Next Experience and Core UI:

    * A fully overhauled color system for smoother gradients and better contrast.
    * Softer outlines and more rounded components for a new, accessible look.
    * A significantly improved dark mode with deeper blue tones for reduced eye strain.
    * New AI gradient styles and subtle animations to highlight intelligent features.
    * Smarter focus behavior that reduces visual clutter for mouse users.
    {#public-sector-digital-services-rn__ul_b51_qb1_m3c}

[Enhancements to Constituent Service Portals](https://www.servicenow.com/docs/access?context=portals-psds-exploring&version=brazil&pubname=brazil-government-industry&ft:locale=en-US)
:   UI Enhancements have been made to all Public Sector Digital Services constituent portals by replacing legacy widgets (for example, portal banners, data lists) with standardized, CSM Configurable Widgets and components. The update verifies backward compatibility, migration guidance, usage analytics, and provide training for admins, and also enables dynamic data rendering, and
    better filtering across service flows.

[Enhancements to Investigative Case Management Configurable Case role-based access](https://www.servicenow.com/docs/access?context=psds-config-icm-assign-user-roles-responsibilities&version=brazil&pubname=brazil-government-industry&ft:locale=en-US)
:   Extend write access and restrict read access to cases based on Assigned Office, Assignment Group, or both. This allows automatic case access alignment with organizational units without managing the Teams tab manually.

[Enhancements to Document Screening](https://www.servicenow.com/docs/access?context=psds-ai-skill-doc-screening&version=brazil&pubname=brazil-government-industry&ft:locale=en-US)
:   Applicants can select a specific document type from a pre-configured, category-scoped list during upload. The selected document type is stored on the document record and displayed read-only to internal agents in both portal
    and Workspace views.

## Changed in this release {#public-sector-digital-services-rn__public-sector-digital-services-rn-changed-features}

[Large language models on the ServiceNow AI Platform](https://www.servicenow.com/docs/access?context=exploring-large-language-models&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US)
:   Starting with the September 2026 release, Gemma 4 joins our growing portfolio of open-weight models available through Now LLM Service. The latest industry advancements are available alongside sovereignty-focused options. All models are hosted and governed by ServiceNow with the same infrastructure and data protections. Older models will remain available for existing published AI skills, agents, and agentic workflows, but will no longer be available for new development or configuration. For details, see the [KB3066214: ServiceNow Otto Model Upgrades](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB3066214) article in the Now Support Knowledge Base.


[Now Assist \> ServiceNow Otto® announcement](https://www.servicenow.com/docs/access?context=sn-ai-implementation-landing&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US)
:   ServiceNow Otto introduced AI on the platform. As that experience has evolved, there's a new name for the experience. ServiceNow Otto® is the conversational AI platform integrated into ServiceNow workflows. It provides agentic capabilities, supports multimodal interactions across web, mobile, and messaging channels, and enables autonomous orchestration for cross-system workflows.

[Enhancements to Grants Management: Program Setup](https://www.servicenow.com/docs/access?context=psds-using-grants-management-playbook&version=brazil&pubname=brazil-government-industry&ft:locale=en-US)
:
    * [Establish the Grant Program Budget in Grants Management](https://www.servicenow.com/docs/access?context=psds-config-gmp-pgr-budget&version=brazil&pubname=brazil-government-industry&ft:locale=en-US)

      Use the restructured Program Budget step that is now organized into three sections: Program Budget, Budget Categories, and Award Allocation. Grant Program Managers can
      select from three award models---Single Award, Multiple Equal Awards, or Multiple Variable Awards---with budgets automatically derived from the Awards category. Real-time calculations update the Budget allocated and Balance
      left fields as you enter category percentages. This enhancement prevents completion until all of the program budget is allocated across the categories.
    {#public-sector-digital-services-rn__ul_xgy_gh1_vjc}
:
    * [Configure program lifecycle stepper](https://www.servicenow.com/docs/access?context=psds-config-gmp-pgr-lifecycle-stepper&version=brazil&pubname=brazil-government-industry&ft:locale=en-US)

      Disable the six-step grant program lifecycle stepper at the instance level, reducing ambiguity about grant program state. By default, the stepper indicating
      the Preparing Program, Accepting Proposals, Evaluating, Awarding, Post-Award, and Closed states is hidden in the Grant Program record page. Admins can enable it if required for deployments that follow a batch or
      competitive grant lifecycle. When turned off, program state is conveyed through existing status fields.
    {#public-sector-digital-services-rn__ul_pt5_fk1_vjc}

[Enhancements to Grants Management: Proposal Playbook](https://www.servicenow.com/docs/access?context=psds-using-grants-management-playbook&version=brazil&pubname=brazil-government-industry&ft:locale=en-US)
:
    * [Screen a grant proposal in the Grants Proposal Playbook](https://www.servicenow.com/docs/access?context=psds-using-gmp-grant-proposal-screen&version=brazil&pubname=brazil-government-industry&ft:locale=en-US)

      Flag and route a document back to the applicant while reviewing the proposal details in the screening step. The document persists in the Flagged section with
      all metadata intact. Grant program managers and Grant program directors can reverse the flag by selecting the reset status icon to move it back to Requires Verification with no data loss. Select Request Documents at the
      bottom of the Verify Documents screen to route flagged documents back to applicants automatically. This action creates a case task assigned to the applicant, sends a notification in the applicant portal prompting
      re-upload, and changes the document status to Pending Resubmission. After the applicant uploads the corrected document, the Upload Additional Documents activity closes and you can continue verification, maintaining a
      complete audit trail throughout the process.
    {#public-sector-digital-services-rn__ul_m5k_n31_vjc}

[ServiceNow product tiers](https://www.servicenow.com/docs/access?context=ai-native-sku-overview&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US)
:   The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

    * Foundation: AI basics to deliver insights
    * Advanced: AI to boost productivity across relevant use cases
    * Prime: Act autonomously with all AI assets, and create your own

    {#public-sector-digital-services-rn__d925e126}

    Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

## Activation information {#public-sector-digital-services-rn__public-sector-digital-services-rn-activation}

Install Public Sector Digital Services by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) 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](https://www.servicenow.com/docs/r/store-release-notes/sn-store-release-notes.html).{#public-sector-digital-services-rn__public-sector-digital-services-rn-activation-1}

## Related ServiceNow applications and features {#public-sector-digital-services-rn__public-sector-digital-services-rn-related-apps}

[Customer Service Management](https://www.servicenow.com/docs/access?context=c_CustomerServiceManagement&version=brazil&pubname=brazil-customer-service-management&ft:locale=en-US)
:   The ServiceNow®Customer Service Management application enables customer service organizations and service operations to collaborate and resolve customer problems.

[CRM Workspace](https://www.servicenow.com/docs/access?context=csm-workspaces-configure&version=brazil&pubname=brazil-customer-service-management&ft:locale=en-US)
:   The ServiceNow®CRM Workspace application provides government agents with the tools to research information, respond to questions from the public, and resolve cases.

[AI Admin Hub](https://www.servicenow.com/docs/access?context=platform-now-assist-landing&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US)
:   The ServiceNow®Now Assist application uses generative AI to enhance user productivity and efficiency through conversation and proactive experiences.

*[\>]: and then