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

Consolidated page of all release notes for Public Sector Digital Services from Washington DC 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 Washington DC 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
Washington DC	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 UX List Categories for Customer and Service Organizations. 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.
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 All > Constituent Service > Administration > Guided Setup, and select Configurable Workspace for Public Sector Digital Services > Customize Workspace Labels Manually.
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
Washington DC	Submit requests for social benefits with the Social Benefits Playbook Enable constituents to submit requests for one or more social benefits offered by their local, state, or federal government agency, and guide government workers through the process of approving and delivering financial and social assistance to constituents.​ Constituents can also request to renew an existing benefit through the Government Service Portal. ​Provide auto-calculated eligibility using​ the Social Benefits Eligibility Framework engine Design a custom, auto-calculated eligibility​ system for approving and delivering social benefits, ​and for authoring, updating, and incorporating eligibility rules into workflows using the Social Benefits Eligibility Framework engine. Government agencies can institute updates to this system as laws and regulations change.​ Manage Eligibility Criteria Policies using the Social Benefits Eligibility Framework engine Enable agency administrators and process owners to define and manage the eligibility rules and policies that drive benefit determination and calculation. Administrators and process owners can define, test, and publish eligibility framework policies​, associate published eligibility policies to one or more benefit types​, and update policies as regulations change, all through the eligibility framework engine​. Create relationship records between applicants and beneficiaries Auto-populate forms that are based on existing relationships (constituent) or constituent records (agent), and create relationships between authorized users and cases by using related parties. Constituents and agents can edit or remove person and relationship records, or create relationships if a relationship between applicant and beneficiary doesn’t exist. Upload and verify documents attached to a social benefits application Automatically verify the validity of documents that are uploaded to a social benefits request application by using the Grouped Document Verification Tasks (GDVTs) component of the Document Processor Plugin​. Request interviews with constituents through the Conduct Interview modal in Social Benefits Playbook Enable the case agent to initiate an application interview with the constituent to determine social benefit eligibility and gather additional case details. Agents can recommend specific dates and times directly from the playbook.​ Apply for additional Social Benefits programs by using data from the primary case Enable constituents to apply for additional social benefits in addition to the primary benefit being requested.​ A child Social Benefits case is appended to the case of the original benefit.​ View benefits summary card in Government Service Portal and Social Benefits Playbook Enable constituents to view a running summary and value of all requested benefits through the benefits summary widget in the Government Service Portal. The benefits summary widget displays the benefit and the estimated benefit amount that is determined by the eligibility criteria. Agents can also use the benefit summary widget to view the benefit breakdown when fulfilling social benefit requests in the Social Benefits Playbook workspace​. Submit a license and permit application on behalf of someone else Prepare license and permit applications on behalf of others with the application proxy feature. Constituents or business contacts can act as authorized representatives to look up beneficiaries or other related parties (registered users only) and link them to the application in progress. Agents can create and process applications that were initiated by authorized representatives and can also link other registered users to the case. Create a digital copy of a license and permit in License and Permit Playbook Create a digital copy of an issued license or permit directly in the License and Permit Playbook and attach it to an item received record so that it can be printed, emailed, and shared with the requester.​ Submit license and permit requests using Virtual Agent Enable constituents and business owners to submit license and permit requests by using a prebuilt Virtual Agent License or Permit Request conversation topic that runs in supported chat and messaging channels, including Engagement Messenger. Request additional inspections needed for a license or permit request in License and Permit Playbook Enable agents to request additional inspections after reviewing the findings of an initial inspection so that the applicant can make any changes that are required to pass the inspection and receive a license or permit. Agents can record the findings for each round of inspections with a Record Findings activity in the License and Permit Playbook.
Xanadu	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.
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
Washington DC	No updates for this release.
Xanadu	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 All > Platform Analytics > Library > Dashboards. 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.
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
Washington DC	No updates for this release.
Xanadu	No updates for this release.
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
Washington DC	No updates for this release.
Xanadu	No updates for this release.
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
Washington DC	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.
Xanadu	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.
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
Washington DC	No updates for this release.
Xanadu	No updates for this release.
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
Washington DC	No updates for this release.
Xanadu	No updates for this release.
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
Washington DC	No updates for this release.
Xanadu	No updates for this release.
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
Washington DC	No updates for this release.
Xanadu	No updates for this release.
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
Washington DC	Enable constituents to submit requests for social benefits with the Social Benefits Playbook. Provide auto-calculated eligibility for social benefits programs using​ the Social Benefits Eligibility Framework engine Add additional beneficiaries to a Social Benefits application by adding additional contacts to a request. Enable constituents to prepare public service applications on behalf of others by using an application proxy in the Government Service Portal and the License and Permit Playbook. Request additional inspections directly from the playbook so that applicants can make the required changes to pass an inspection. See Public Sector Digital Services for more information.
Xanadu	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.
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.