Public Sector Digital Services release notes
Summarize
Summary of Public Sector Digital Services release notes - Xanadu Release
The ServiceNow® Public Sector Digital Services application supports government agencies in delivering key services such as public records, licenses, permits, and social services to citizens, businesses, and other agencies. The Xanadu release introduces significant enhancements to improve agent workflows, constituent engagement, and case management through updated playbooks, AI-powered features, and analytics integration.
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Key Features
- License and Permit Playbook Enhancements: Agents can now specify license details and add endorsements directly from their workspace. The playbook includes guided data entry, save and resume functionality, and easy appointment booking to streamline constituent interactions on the Government Service Portal.
- Social Benefits Playbook Updates: The playbook offers an updated constituent card with detailed applicant information, plus new options to cancel draft cases, bypass eligibility screening, and skip certain playbook activities for faster case handling.
- Information Request Playbook Document Redaction: Agents can redact sensitive content or entire documents within the document management tool, either by highlighting or searching text. Redactions generate new document versions and apply only to published or draft documents.
- Now Assist for Public Sector Digital Services (PSDS): This generative AI feature automatically generates concise case summaries and resolution notes, helping agents efficiently document and communicate case outcomes.
- Constituent Service Dashboard Migration: The dashboard has moved to the Next Experience Platform Analytics, enabling continuous, role-based visualization of real-time and historical data to support informed decision-making.
Important Upgrade and Activation Information
- After upgrading to Xanadu, some public sector workspace menu labels revert to default Customer Service Management (CSM) names and must be manually relabeled via the Guided Setup for Configurable Workspace.
- Public Sector Digital Services applications must be installed through the ServiceNow Store. Customers can request and manage installations there and access cumulative release notes for all app versions.
Related Applications
- Customer Service Management (CSM): Enables collaboration and resolution of customer issues across service operations.
- CSM Configurable Workspace: Provides government agents with tools to research, respond, and resolve constituent cases efficiently.
- Now Assist: Uses generative AI to improve productivity with conversational and proactive assistance, now extended specifically for Public Sector Digital Services.
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 Xanadu release.
Public Sector Digital Services highlights for the Xanadu release
- Added enhancements to License and Permit Playbook, including updates to the Intake stage for applicants on the constituent Government Service Portal, and added functionality for specifying license details and license endorsements on the agent playbook.
- Added enhancements to Social Benefits Playbook, including updates to the Intake and Decision stage, and updates to the process playbook for applicants on the Government Service Portal.
- Redact sensitive content or data from PDF documents in the Information Request Playbook.
- Auto-generate case summaries and case resolution notes for cases in the Social Benefits Playbook by using the Now Assist for Public Sector Digital Services (PSDS) application.
See Public Sector Digital Services for more information.
Important information for upgrading Public Sector Digital Services to Xanadu
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 UX List Categories for Customer and Service Organizations. For more details on relabeling, navigate to , and select .
New in the Xanadu release
- Agent updates to License and Permit Playbook
- Specify the license details and add license endorsements directly from the workspace in License and Permit Playbook.
- Guided Constituent Experience for License and Permit Playbook
- Streamline how you communicate with your constituents with easy appointment booking. You can also simplify complex license and permit applications with the save and resume and guided data entry functionality in License and Permit Playbook as part of the playbooks-on-portal experience.
- Document redaction for Information Request Playbook
- Redact sensitive content, data, or entire documents within the document management tool in the Information Request Playbook. You can either highlight bodies of text, or search for strings of text and designate them to be redacted. This functionality is only available to information request case agents for documents in the Published or Draft state. New versions of the same document are generated each time that text is redacted or unredacted.
- Now Assist for Public Sector Digital Services (PSDS)
- Condense case records into short summaries by using the case summarization skill in the Now Assist for PSDS application. Agents can use the resolution summarization skill to generate resolution information for a case, propose the resolution to the customer, and add the information to the case record. The Now Assist for PSDS application brings generative AI case summarization and resolution notes generation to Public Sector Digital Services.
Changed in this release
- 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 Xanadu release. The dashboard migration to Next Experience enables continuous visualization of 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 .
- Enhancements to Social Benefits Playbook
- Use the enhanced Social Benefits Playbook to view an updated constituent card with more detailed information about the primary applicant. Cancel draft cases, bypass the initial eligibility screening, and skip playbook activities by using the updated process playbook in the Government Service Portal.
Activation information
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.