Case management for Public Sector Digital Services
Summarize
Summary of Case management for Public Sector Digital Services
Case management in Public Sector Digital Services enables government agencies to efficiently manage constituent requests, applications, and issues by creating and routing cases to the appropriate agents and groups. This process supports effective communication, evaluation, and resolution of constituent concerns across multiple channels such as email, phone, chat, and the Government Service Portal.
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The case management process allows agencies to engage with constituents, categorize and assign cases, track progress, and generate reports to ensure timely resolution and improved service delivery.
Key Features
- Case Workflows: These are structured sequences of tasks involved in resolving a case, which can be automated to streamline processes, monitor task completion, and accelerate case closure.
- Case Types: Defined collections of data and processes tailored to specific issue categories. They enable agencies to manage distinct workflows for various departments, locations, or service types within the government.
- Service Definitions: These link products and services to case types, allowing agents and constituents to quickly identify and access the relevant case categories for their needs.
- Playbooks: Visual, step-by-step guides that assist agents in navigating complex service processes, enhancing both agent productivity and constituent experience by digitizing and automating workflows.
- Service Exchange (Service Bridge for PSDS): Facilitates integration across multiple ServiceNow instances within the Public Sector ecosystem, enabling coordinated support and service delivery among various government agencies and their constituents.
Key Outcomes
By utilizing these features, ServiceNow customers in the public sector can expect improved case resolution efficiency, enhanced agent productivity, and a better overall experience for constituents. The system supports multi-channel engagement and provides structured workflows and guidance to handle diverse and complex government service requests effectively.
Manage constituent requests, applications, and issues by creating cases, routing cases to agents and groups, and working toward resolution. With case management, you can provide your government service agents with the tools they need to evaluate cases, communicate with constituents, answer questions, and resolve issues.
Getting to know the case management process
Case management refers to the processes and activities designed to evaluate and address constituent issues, requests, and applications while managing effective communication. Case management enables you as a government service agency to engage with constituents, categorize and route cases, assign work to government service agents, and manage cases through resolution and reporting. Case management starts with case creation from an interaction, as constituents reach out through a number of communication channels including email, phone, chat, and the Government Service Portal.
The following diagram shows the case management process.
- Case workflows
- Case types
- Service definitions
- Playbooks
Case workflows
A case workflow is a series of steps and tasks that are involved in closing a case. By using a case workflow, you can automate systems to simplify your processes, track task completion, and accelerate case resolution..
To learn more about case workflows, see Life cycle of a Public Service case.
Case types
A case type is a collection of data and processes that are needed to resolve a specific type of issue. For example, case types are needed when a government agency has different processes for supporting constituents across multiple departments, agency locations, or service types. By using a case type, you can separate these processes through case applications that support each process.
To learn more about case types, see Government Service Case Types.
Service definitions
A service definition refers to a specific type of service request that your agents can offer to constituents for a case type. Service definitions establish a connection between the products, services, and case types so agents and constituents can quickly access the relevant case types.
To learn more about the service definitions, see Service Definitions.
Playbooks
Playbooks provide agents with a visual guide, including step-by-step guidance for the various tasks that the agents can use to resolve the specific type of service case. A playbook helps to improve agent productivity and the constituent experience by digitizing and automating complex agency service processes.
To learn more about playbooks, see Playbooks for Public Sector Digital Services.
Service Exchange
Service Bridge for Public Sector Digital Services (PSDS) allows agencies to connect multiple ServiceNow instances to provide support and service experiences across the Public Sector​ ecosystem, enabling coordination between multiple government service agencies and their constituents.
To learn more about Service Bridge for PSDS, see Service Exchange for Public Sector Digital Services.