Exploring Public Sector Digital Services
Summarize
Summary of Exploring Public Sector Digital Services
Public Sector Digital Services (PSDS) is a ServiceNow solution designed to streamline and enhance government interactions with constituents, businesses, and internal or external agencies. It provides a unified platform to manage a variety of public service requests, helping government organizations deliver seamless and efficient support.
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PSDS includes specific applications such as Grants Management, Social Benefits Playbook, License and Permit Playbook, Information Request Playbook, and Service Request Playbook. These applications support handling grant applications, social benefits, licenses and permits, public record requests, and non-emergency service requests respectively.
Key Benefits
- Unified Platform: Manage diverse public service requests end-to-end on a single platform that supports low-code workflow customization using the government data model.
- Constituent Engagement: Provide citizens multiple communication channels including email, phone, chat, social media, and mobile devices, enabling support anytime, anywhere.
- Omni-channel Work Assignment: Automatically assign cases to the best-equipped agents based on capacity, skills, and case context for efficient resolution.
- Cross-agency Collaboration: Facilitate seamless task assignment and workflow across government departments, optimizing service delivery and minimizing cycle times.
- Data-driven Insights: Use Performance Analytics dashboards to monitor agent performance, case resolution trends, and identify opportunities for process improvement and automation.
- Self-service Enablement: Empower constituents to resolve issues independently using portals, knowledge bases, communities, and Virtual Agent chatbots integrated into the Government Service Portal.
Key Features
- Playbooks and Solutions: Guided workflows help constituents submit requests (e.g., grants, permits) and assist agents in fulfilling them efficiently.
- Portals: Integrated self-service portals provide access to knowledge articles, service catalogs, communities, and chatbot assistance for constituents.
- Case Management: Tools to manage case interactions, SLAs, and product relationships to ensure timely and consistent service delivery.
- Intelligence: Automated summarization of case details and comments helps agents quickly understand issues, route cases, and identify trends.
- Analytics and Insights: Managers gain visibility into operational data to drive improvements in service quality and agent productivity.
- Virtual Agent: A customizable chatbot embedded in portals and websites to assist users with submitting requests and accessing information through automated conversations.
- CSM Configurable Workspace: A tailored workspace for government agents and external agency collaborators to manage cases, view constituent profiles, and initiate requests, designed to accelerate issue resolution.
Practical Impact for ServiceNow Customers
By leveraging PSDS, government organizations can modernize how they interact with constituents and collaborate internally and externally. The solution reduces manual effort, improves case resolution speed, and enhances the constituent experience by offering convenient, multi-channel access to services. Administrators and managers gain tools to monitor performance, optimize workflows, and implement automation, enabling continuous service improvements. Overall, PSDS helps governments deliver responsive, efficient, and transparent public services.
Learn about Public Sector Digital Services (PSDS) features to help create a seamless support experience for constituents, businesses, internal agencies, and external agencies.
Public Sector Digital Services Overview
Public Sector Digital Services applications
Benefits
Public Sector Digital Services enables government organizations and external agencies to support constituents and business stakeholders, all from a single platform. Extend beyond the packaged government case type, leveraging the government data model to create your own workflows with low-code tools. Fulfill public service requests end-to-end with pre-packaged playbooks. Deliver a personalized experience while increasing agent efficiency, driving action to take care of common constituent requests using resources like the portal, service catalog, virtual agent, and online communities.
- Provide a platform for citizens to engage
- Serve the public outside of government’s walls and hours of operations. Give your constituents the choice of connecting through email, phone, chat, social media, or mobile- anytime, anywhere, and from any device. Provide a streamlined platform for the public to request government services through assisted and self-service. Omni-channel advanced work assignment automatically assigns public service cases to the best-equipped agent based on capacity, skills, and case context.
- Assign tasks across the enterprise
- Guide government workers to fulfill public service requests quickly and consistently, and monitor the progress of other agents and teams. Create a single flow of work across governments and agencies so that cycle times are minimized and automation is maximized, end-to-end. Enable service delivery from one agency to another by connecting the public sector to other departments such as field service, finance, and legal. Collaborate with other agencies using the visual task board, workflow, and automation.
- Enable insights with reporting and dashboards
- Identify opportunities to improve case resolution, agent performance, and the service experience, and act on trends revealed in Performance Analytics for Public Sector Digital Services. Monitor current and prior performance to identify areas for improvement of products, services, and processes. Unlock insights to anticipate trends, prioritize, and drive actionable improvements, such as automating the most frequently recurring case resolutions.
- Manage case volume with self-service
- Encourage constituents to help themselves with a self-service catalog, communities, knowledge base, and portal. Expand customer support for constituents and businesses by implementing Virtual Agent, a chatbot that runs on the Government Service Portal and in supported third-party messaging applications, such as Engagement Messenger. Public sector end users can request non-emergency services through a prebuilt, automated conversation that helps them submit a request.
Key features
Public Sector Digital Services offers key features that enable administrators and agents to provide the services and support requested by constituents and businesses.
| Benefits | Key Features | Role |
|---|---|---|
| Walk constituents through the process of submitting a grant proposal, applying for a license or permit, requesting government records and other public information, or submitting non-emergency service requests. Walk agents through the process of fulfilling these requests. | Playbooks and Solutions | Constituent or Agent |
| Drive self-service from a portal that is integrated with knowledge articles, service catalogs, communities, and chatbots. | Portals | Constituent |
| Improve your agent efficiency for faster resolution and a better constituent experience. | Playbooks and solutions | Agent or Manager |
| Manage case interactions and service level agreements (SLAs), product model relationships, and other services. | Case Management | Administrator |
| Increase productivity with automated case detail and comment summarization, so agents get answers fast. Also, learn how to route issues, recommend solutions, and identify trends. | Intelligence | Agent or Manager |
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Get at-a-glance visibility and a deep understanding of the data and identify areas that impact your processes. |
Analytics and Insights | Manager |
| Embed a messenger-like pop up inside any website to interact with ServiceNow features, such as browsing knowledge, creating a case, and interacting with Virtual Agent and manage how your customers use your web applications and services from one central location. You can also configure the behavior and styling of the messenger and deploy the configuration on the websites or mobile sites of your choice. | Virtual Agent | Administrator |
| A dedicated, customizable workspace for government agents and agents from external agencies to work on issues and deliver services for constituents, agencies, and businesses. Administrators tailor the configurable workspace for public sector use, enabling agents to resolve issues faster and view services received, recent cases, and profiles for businesses, agencies, and constituents. Agents can manage their cases, check on service requests, and even initiate requests for others. | CSM Configurable Workspace | Agent or Manager |