Plugins installed with Public Sector Digital Services Applications
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Summary of Plugins Installed with Public Sector Digital Services Applications
These plugins are automatically installed when enabling Public Sector Digital Services applications in ServiceNow, providing a comprehensive framework to support various government service workflows such as social benefits, grants, licensing, permits, information requests, and service requests. Each application includes a set of essential plugins that enhance functionality, streamline processes, and improve constituent engagement through configurable portals and case management.
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Core Plugins Installed with Public Sector Digital Services Core
- UI Components for Customer Portals: Provides reusable, scalable UI components for customer service portals to enhance performance and upgradeability.
- Business Location: Supports management of physical business locations like stores or branches.
- Agency Support Model: Enables a 360-degree view of agency activities within agent workspaces, connecting constituents, businesses, and agencies.
- Customer Service Case Types: Allows defining complex case processes representing distinct business workflows.
- Customer Service Portal: Offers default self-service capabilities for customers to access information or request assistance.
- Customer Service Install Base Management: Captures and manages the current state of customer assets and their downstream relationships.
- Service Applicant Information: Facilitates capturing detailed applicant and financial information during case intake.
- Service Applicant Program Management: Enables quick design and deployment of applicant-facing programs such as grants.
- Service Request Criteria: Filters service definitions relevant to agents and constituents based on criteria, improving case creation efficiency.
Plugins with Specific Public Sector Applications
Grants Management
Includes the Public Sector Digital Services Core plugins plus:
- Playbooks for Customer Service Management: Guides agents through task sequences for resolving constituent issues with workflow visualization.
- Goal Framework: Supports strategic planning by capturing grant program goals and deliverables.
- Expanded Model and Asset Classes: Provides default and extended asset and model classes (Asset Management plugin is a prerequisite).
- Document Templates and Processor: Automates creation and management of standard documents and approval workflows.
Social Benefits Playbook
Installs core plugins with additions such as:
- Signature Pad: Enables digital signature capture within forms and documents.
- Policy as Code Engine (PaCE): Centralizes policy management with pre-defined rules driving eligibility and benefits determination.
- User Criteria Scoped API: Facilitates custom user access criteria.
License and Permit Playbook
Includes core plugins plus:
- Document Management: Manages large volumes of documents with efficient storage, retrieval, and deletion.
- Service Applicant Information: Supports detailed data capture for applicants, including financial details.
Information Request Playbook
Includes core plugins and Document Management for efficient handling of document workflows.
Service Request Playbook
Installs core plugins along with Playbooks for Customer Service Management and related workspace enhancements for streamlined service request processing.
ServiceNow Otto for Public Sector Digital Services (PSDS)
Installs the ServiceNow Otto Platform plugin to leverage AI capabilities within Public Sector Digital Services.
Practical Benefits for ServiceNow Customers
- Streamlined Government Service Delivery: Enables government agencies to provision and manage various services such as social benefits, grants, licensing, and requests efficiently.
- Enhanced Constituent Engagement: Through configurable customer portals and tailored case types, agencies can provide relevant and self-service options to constituents.
- Improved Agent Productivity: Playbooks and agency support models guide agents through workflows and provide comprehensive views of constituent interactions.
- Scalability and Reusability: Modular UI components and program management frameworks support scalable deployment and multiple applicant programs.
- Document Automation and Management: Integrated document templates, signature capture, and document management reduce manual efforts and improve compliance.
Summary
Activating Public Sector Digital Services applications automatically provisions a suite of integrated plugins tailored to government service needs. These plugins collectively enable agencies to manage complex cases, deliver personalized services, automate document workflows, and apply strategic program management—all within the ServiceNow platform. Customers can expect improved operational efficiency, enhanced user experiences, and seamless case lifecycle management across various public sector domains.
These plugins are automatically installed with the following Public Sector Digital Services applications, if they aren't already active.
Note:
The Application Files table lists the components that are
installed with this application. For instructions on how to access this table, see Find components installed with an
application.
Plugins installed with Public Sector Digital Services Core
The following plugins are activated when you enable the Public Sector Digital Services Core (com.sn_public_sector_digital_services_core)/(sn_gsm) plugin:
| Plugin | Description |
|---|---|
| UI Components for Customer Portals (com.sn_ciwf_ui_cmpnt) | Provides a library of configurable components that offer better reusability, performance, and upgrade scalability for customer service portals. |
| Business Location (sn_bus_loc) | Enables support for businesses that interact with customers through physical channels such as stores, branches, franchises, and dealerships. Business locations can also support other service organizations. |
| Agency Support Model (com.sn_agency_support_model) | Provides support for agency services to connect constituents, businesses, and agencies on a single public sector vertical platform. Supports a 360-degree view of agency activity in agent workspaces. |
| Customer Service Case Types (com.snc.csm_case_types) | Enables agency customers to manage complex case processes by defining new case types. A case type represents an individual business process and is a collection of diverse inputs and tasks that an agent performs to resolve constituent requests. |
| Customer Service Portal (com.glide.service-portal.customer-portal) | Supports business-to-business (B2B) organizations to support their customers. Provides default self-service capabilities for customers to search information or request assistance from a service agent. |
| Customer Service Install Base Management (com.snc.install_base) | Enables customers to capture the current state of their install base and establish the relationship to any downstream entities that might impact their functioning. |
| Service Applicant Information (com.sn_svc_appl_info) | Enables customers to capture additional information entered during the case creation/application process. Includes a data model and corresponding custom UIs to facilitate storing new applicant information, their associated financial information, and other constituent/business contact data. |
| Service Applicant Program Management (com.sn_svc_appl_pgm_mg) | The Service Applicant Program Management application, in partnership with Strategic Portfolio Management, empowers organizations to quickly design, configure, and launch applicant-facing programs, such as grants. |
| Service Request Criteria (sn_req_criteria) | Allows government service agents to view only relevant service definitions while creating a case. Service definitions can be filtered using user criteria and entity criteria which shows only relevant service definitions for agents and constituents. Admins can create customer criteria for constituents, accounts. Constituents can see relevant service definitions in the customer portal based on customer criteria setup by admins. |
Plugins installed with Grants Management
The following plugins and applications are installed with the Grants Management (com.sn_gsm_grants) application. The Grants Management application enables government agencies to simplify and streamline grant program set-up, management, application intake, review, and screening using a guided, customizable experience. For a full list of dependencies for Grants Management, see Grants Management App Dependencies.| Plugin | Description |
|---|---|
| Public Sector Digital Services Core (com.sn_public_sector_digital_services_core) | Provides a standard architecture for provisioning a variety of government services—such as social assistance programs, service requests, licensing/permitting, and so on—with a government data model that supports case
types and agency services provided to constituents or their businesses. Includes:
|
| Playbooks for Customer Service Management (com.sn_csm_playbook) | Foundational plugin that enables customers to create playbooks based on individual business needs. Playbooks guide government service agents through sequences of tasks to resolve constituent issues, and helps users to
visualize the entire lifecycle of a workflow. This plugin includes:
|
| Goal Framework (com.snc.goal_framework) | Captures grant program goals and deliverables. Enables strategic planning and helps define and construct strategic priorities and associate goals for the organization, in partnership with Strategic Portfolio Management. |
| Service Applicant Program Management (com.sn_svc_appl_pgrm_mgmt) | The Service Applicant Program Management application, in partnership with Strategic Portfolio Management, empowers organizations to quickly design, configure, and launch applicant-facing programs, such as grants. This
solution provides a ready-to-use architecture and guided workflow to streamline the entire setup process. Designed with reusability in mind, this application allows teams to provision multiple applicant programs using a
consistent, scalable framework. This plugin includes:
|
| Expanded Model and Asset Classes (com.sn_ent) | Contains all new, default, expanded model classes, asset classes, and model categories defined by ServiceNow. Installation of the Asset Management (com.snc.asset_management) plugin is a prerequisite for this application. |
| Document Templates (com.sn_doc) | Enables users to create HTML and PDF document templates to generate standard letters or documents,automating and simplifying the process of filling, signing, and reviewing a document online. |
| Document Processor (com.sn_doc_processor) | Enabling service owners to configure document categories, document types, document rules, and approval rules for document deferments and exceptions. |
Plugins installed with Social Benefits Playbook
The following plugins are installed with the Social Benefits Playbook (com.sn_gsm_social_benefits) application:| Plugin | Description |
|---|---|
| Public Sector Digital Services Core (com.sn_public_sector_digital_services_core) | Provides a standard architecture for provisioning a variety of government services—such as social assistance programs, service requests, licensing/permitting, and so on—with a government data model that supports case
types and agency services provided to constituents or their businesses. Includes:
|
| Playbooks for Customer Service Management (com.sn_csm_playbook) | Foundational plugin that enables customers to create playbooks based on individual business needs. Playbooks guide government service agents through sequences of tasks to resolve constituent issues, and helps users to
visualize the entire lifecycle of a workflow. This plugin includes:
|
| Service Applicant Information (sn_svc_appl_info) | Extends your application and case intake processes by enabling the collection of detailed applicant data. Supports both primary and additional applicants, the plugin provides a flexible data model and user-friendly interfaces. Capture and manage key information—including financial details—at the point of entry. |
| Expanded Model and Asset Classes (com.sn_ent) | Contains all new, default, expanded model classes, asset classes, and model categories defined by ServiceNow. Installation of the Asset Management (com.snc.asset_management) plugin is a prerequisite for this application. |
| Document Templates (com.sn_doc) | Enables users to create HTML and PDF document templates to generate standard letters or documents,automating and simplifying the process of filling, signing, and reviewing a document online. This plugin includes:
|
| Document Processor (com.sn_doc_processor) | Enabling service owners to configure document categories, document types, document rules, and approval rules for document deferments and exceptions. |
| Policy as Code Engine (com.sn_pace) | Contains the UI components to support the UI functionality of Policy as Code Engine (PaCE). PaCE provides a centralized platform for storing, managing, and using policies. Policies are pre-defined rule-sets that drive eligibility determination and benefits. Policies can be mapped to one or more social benefit types. This plugin includes the Policy as Code Engine UI (com.sn_pace_builder). |
Plugins installed with License and Permit Playbook
The following plugins are installed with the License and Permit Playbook (com.sn_gsm_lic_prmt) application:
| Plugin | Description |
|---|---|
| Public Sector Digital Services Core (com.sn_public_sector_digital_services_core) | Provides a standard architecture for provisioning a variety of government services—such as social assistance programs, service requests, licensing/permitting, and so on—with a government data model that supports case
types and agency services provided to constituents or their businesses. Includes:
|
| Playbooks for Customer Service Management (com.sn_csm_playbook) | Foundational plugin that enables customers to create playbooks based on individual business needs. Playbooks guide government service agents through sequences of tasks to resolve constituent issues, and helps users to
visualize the entire lifecycle of a workflow. This plugin includes:
|
| Document Templates (com.sn_doc) | Enables users to create HTML and PDF document templates to generate standard letters or documents,automating and simplifying the process of filling, signing, and reviewing a document online. This plugin includes:
|
| Expanded Model and Asset Classes (com.sn_ent) | Contains all new, default, expanded model classes, asset classes, and model categories defined by ServiceNow. Installation of the Asset Management (com.snc.asset_management) plugin is a prerequisite for this application. |
| Service Applicant Information (sn_svc_appl_info) | Extends your application and case intake processes by enabling the collection of detailed applicant data. Designed to support both primary and additional applicants, the plugin provides a flexible data model and user-friendly interfaces. Captures and manages key information—including financial details—at the point of entry. |
| Document Management (com.snc.platform_document_management) | Enables you to manage large numbers of documents efficiently. Provides storage space and a filing system that allows you to easily upload, retrieve and delete documents. |
Plugins installed with Information Request Playbook
The following plugins are installed with Information Request Playbook (com.sn_gsm_info_req) application:
| Plugin | Description |
|---|---|
| Public Sector Digital Services Core (com.sn_public_sector_digital_services_core) | Provides a standard architecture for provisioning a variety of government services—such as social assistance programs, service requests, licensing/permitting, and so on—with a government data model that supports case
types and agency services provided to constituents or their businesses. Includes:
|
| Playbooks for Customer Service Management (com.sn_csm_playbook) | Foundational plugin that enables customers to create playbooks based on individual business needs. Playbooks guide government service agents through sequences of tasks to resolve constituent issues, and helps users to
visualize the entire lifecycle of a workflow. This plugin includes:
|
| Document Management (com.snc.platform_document_management) | Enables you to manage large numbers of documents efficiently. Provides storage space and a filing system that allows you to easily upload, retrieve and delete documents. |
Plugins installed with Service Request Playbook
The following plugins are installed with Service Request Playbook (com.sn_gsm_srvc_req) application:
| Plugin | Description |
|---|---|
| Public Sector Digital Services Core (com.sn_public_sector_digital_services_core) | Provides a standard architecture for provisioning a variety of government services—such as social assistance programs, service requests, licensing/permitting, and so on—with a government data model that supports case
types and agency services provided to constituents or their businesses. Includes:
|
| Playbooks for Customer Service Management (com.sn_csm_playbook) | Foundational plugin that enables customers to create playbooks based on individual business needs. Playbooks guide government service agents through sequences of tasks to resolve constituent issues, and helps users to
visualize the entire lifecycle of a workflow. This plugin includes:
|
Plugins installed with ServiceNow Otto for Public Sector Digital Services (PSDS)
The following plugins are installed with ServiceNow Otto for Public Sector Digital Services (PSDS) (com.sn_psds_gen_ai) application:
- ServiceNow Otto Platform (com.sn_genai_platform)Optional Plugins available for Public Sector Digital Services and related apps
- Geo Map (sn_geo_map) for Service Request Playbook