Exploring Public Sector Digital Services

Learn about Public Sector Digital Services features to help create a seamless support experience for constituents, businesses, internal agencies, and external agencies.

Benefits

Public Sector Digital Services enables government organizations and external agencies to support constituents and business stakeholders, all from a single platform. Extend beyond the packaged government case type, leveraging the government data model to create your own workflows with low-code tools. Fulfill public service requests end-to-end with pre-packaged playbooks. Deliver a personalized experience while increasing agent efficiency, driving action to take care of common constituent requests using resources like the portal, service catalog, virtual agent, and online communities.

Provide a platform for citizens to engage

Serve the public outside of government’s walls and hours of operations. Give your constituents the choice of connecting through email, phone, chat, social media, or mobile- anytime, anywhere, and from any device. Provide a streamlined platform for the public to request government services through assisted and self-service. Omni-channel advanced work assignment automatically assigns public service cases to the best-equipped agent based on capacity, skills, and case context.

Assign tasks across the enterprise

Guide government workers to fulfill public service requests quickly and consistently, and monitor the progress of other agents and teams. Create a single flow of work across governments and agencies so that cycle times are minimized and automation is maximized, end-to-end. Enable service delivery from one agency to another by connecting the public sector to other departments such as field service, finance, and legal. Collaborate with other agencies using the visual task board, workflow, and automation.

Enable insights with reporting and dashboards

Identify opportunities to improve case resolution, agent performance, and the service experience, and act on trends revealed in Performance Analytics for Public Sector Digital Services. Monitor current and prior performance to identify areas for improvement of products, services, and processes. Unlock insights to anticipate trends, prioritize, and drive actionable improvements, such as automating the most frequently recurring case resolutions.

Manage case volume with self-service

Encourage constituents to help themselves with a self-service catalog, communities, knowledge base, and portal. Expand customer support for constituents and businesses by implementing Virtual Agent, a chatbot that runs on the Government Service Portal and in supported third-party messaging applications, such as Engagement Messenger. Public sector end users can request non-emergency services through a prebuilt, automated conversation that helps them submit a request.

Key features

Public Sector Digital Services offers key features that enable administrators and agents to provide the services and support requested by constituents and businesses.

Table 1. Public sector key features

Feature	Description	Role
License and Permit Playbook	End-to-end playbook experience that walks government service agents through the process of creating or servicing license and permit applications	Agent
Information Request Playbook	End-to-end playbook experience that walks government service agents through the process of creating or servicing requests for public records and information	Agent
Service Request Playbook	End-to-end playbook experience that walks government service agents through the process of creating or servicing non-emergency service requests	Agent
Government Service Portal	A dedicated portal for constituents, business stakeholders, and contributors (working on behalf of constituents), to request public services, track cases, view and update their profiles, report issues, request government documents, and more. Business owners can also register a business, manage contacts, and request public services, permits, or licenses.	Constituent
Business Location Service Portal	A dedicated portal for agencies to manage internal and external agency locations, and add service catalog items to specific agency locations.	Agent
Public Services Performance Analytics	Performance indicators and data visualizations on government services offered to and requested by constituents, businesses, and agencies.	Manager
CSM Configurable Workspace	A dedicated, customizable workspace for government agents and agents from external agencies to work on issues and deliver services for constituents, agencies, and businesses. Agents can manage their cases, check on service requests, and even initiate requests for others.	Agent
Persona-based Roles in Public Sector Digital Services	Roles for public sector job functions. These roles control access to public sector features and information. For details, see Persona-based Roles in Public Sector Digital Services.	Administrator
Service definitions for Public Sector Digital Services	Enables you to map a public service, information service, or license and permit service to the list of services your agency offers for resolving that request.	Administrator
Virtual Agent	Aids users in completing or updating requests for various public services withVirtual Agent, a chatbot that runs on the Government Service Portal and in supported third-party messaging applications, such as Engagement Messenger.	Agent
Extendable Data Model	The flexibility of the Public Sector Digital Services platform provides you with a data model that you can extend and leverage to fit your needs.	Administrator
Extendable Service Catalog	Types of services available, such as licenses, permits, service requests, and benefits. Prebuilt service request options that constituents and businesses can choose from the Government Service Portal.	Administrator
Extendable Government Service Case	The base case type tailored for government services. You can extend this case type to create other government case types for various government services.	Administrator