Configuring Public Sector Digital Services
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Summary of Configuring Public Sector Digital Services
Configuring Public Sector Digital Services (PSDS) in ServiceNow enables government agents and service managers to effectively deliver government services to constituents, businesses, and other agencies. The setup involves preparing your environment, configuring agent workspaces, enabling communication channels, implementing intelligent automation, creating self-service portals, and extending capabilities to tailor the platform to public sector needs.
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Setting Up Your Environment
- Plan and prepare your PSDS environment, including importing foundational data.
- Configure access controls and case management tailored for public sector workflows.
Configuring Agent Workspaces
- Customize agent workspaces such as the CSM Configurable Workspace to support case routing and advanced case management.
- Utilize Playbooks and Service Bridge for streamlined agent operations.
Enabling Communication Channels
- Set up multiple communication channels including voice, email, web, and messaging to engage constituents effectively.
Implementing Intelligence
- Deploy intelligence features like ServiceNow Otto to automate routine tasks and provide agents with recommended content, enhancing productivity and service quality.
Creating Self-Service Portals
- Develop integrated self-service portals for constituents that combine knowledge bases, communities, service catalogs, and chatbots to enable efficient self-resolution of requests.
Extending Capabilities
- Configure additional PSDS features as needed to expand your environment’s functionality and better meet agency requirements.
Additional Configuration Tasks
- Virtual Agent: Included with the public sector subscription, Virtual Agent supports automated end-user assistance through chat channels, utilizing prebuilt public sector conversation components and playbooks like the Service Request Playbook to facilitate non-emergency service requests.
- Service Definitions: Define and map public services, information services, or license and permit requests to the agency’s service list. This enables case management customization for resolving constituent requests efficiently.
- Relabeling Menu Items: After upgrades, relabel menu items in the CSM Configurable Workspace to reflect public sector terminology by adjusting UX list categories for Customer and Service Organizations.
This configuration guide ensures ServiceNow customers in the public sector can set up and customize their digital services to improve constituent engagement, automate processes, and provide seamless multi-channel support.
Set up Public Sector Digital Services to enable government agents and service managers to provide government services to constituents, businesses, and other agencies.
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Extend capabilities |
Other configuration tasks
In addition to installing the public sector application and playbooks, you can configure other features for public sector use:
- ServiceNow® Virtual Agent
- Virtual Agent, which is included with a public sector subscription, provides end-user assistance through automated conversations in chat channels.
The Public Sector Digital Services Core application offers several prebuilt public sector components (topic blocks) that conversation designers can use to create Virtual Agent conversations.
The Service Request Playbook application provides a prebuilt Virtual Agent conversation topic, Create a service request, to help constituents submit non-emergency service requests.
For details on configuring Virtual Agent for public sector use, see Configure Virtual Agent for Public Sector Digital Services.
- Service definitions
A service definition enables you to map a public service, information service, or license and permit request service to your agency's service list. You can use service definitions to resolve constituent requests.
As an admin, you can create service definitions that connect the services your agency offers to the services being requested by a constituent or business. When you create a service definition, you can configure the case management processes, such as the case types, for executing those services.
For more information, see Service definitions for Public Sector Digital Services.- Relabel menu items in CSM Configurable Workspace after upgrade
- After you upgrade your instance to a new release, certain menus and menu items in the CSM Configurable Workspace might not be labeled appropriately for public sector use. You can relabel the following items for public sector use by changing them in the UX list categories for Customer and Service Organizations.