Playbooks and solutions
Summarize
Summary of Playbooks and solutions
Public Sector Digital Services in ServiceNow Zurich release provides government agents with specialized tools and workspaces to efficiently manage various types of cases from constituents, businesses, and agencies. These tools streamline case handling, improve agent productivity, and ensure structured workflows for government services.
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Key Features
- Investigative Case Management (ICM): A dedicated workspace for investigators and supervisors to initiate, manage, and gain insights into investigative cases with asset organization and relevant recommendations.
- Grants Management: Enables structured setup, awarding, and screening of grant proposals. The Grants Application Workflow supports the pre-award phase management of grant applications.
- Playbooks: Provide step-by-step guidance for agents throughout the lifecycle of government service cases, such as licenses, permits, social benefits, information requests, and service requests. Playbooks detail workflows and activities needed to resolve cases, helping agents visualize the entire process.
- CSM Configurable Workspace: A centralized interface where agents can manage multiple cases simultaneously. It dynamically displays contextual information based on case status and supports compact and dark mode views for enhanced productivity. Playbooks are accessed through this workspace for guided case resolution.
- Mobile Agent: Allows agents to create, update, and monitor non-emergency service requests on mobile devices. Currently integrated with the Service Request Playbook for managing service request cases on the go.
- Advanced Work Assignment (AWA): Automatically routes and assigns public sector work items, like non-emergency requests, to agents best suited by availability, capacity, and skillset to optimize workload distribution.
Key Outcomes
- Streamlined case management with tailored workspaces for various government service scenarios.
- Improved agent efficiency through guided workflows and dynamic, contextual case information.
- Enhanced ability to track and manage investigative cases and grant applications effectively.
- Optimized workload distribution with automated assignment of cases to the most appropriate agents.
- Flexible agent experience with mobile access and customizable workspace settings.
Public Sector Digital Services provides agents across government agencies with a tailored workspace experience to work on cases created by constituents, businesses, and agencies.
- Investigative Case Management
- The Public Sector Investigative Case Management (ICM) solutions workspace provides a single location for investigators to organize assets related to an investigation. Investigators and supervisors can use ICM to initiate and manage investigative cases, view the full context of an investigation, and get relevant recommendations.
- Grants Management
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Use Grants Management for Public Sector Digital Services to set up and award grants, and screen proposals for them​. The Grants Application Workflow in the Public Sector Digital Services (PSDS) Grants Management Playbook provides a structured process for managing grant applications from submission for the pre-award phase.
- Playbooks
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A playbook provides government service agents with step-by-step guidance through the life cycle of a government service case. Use Playbooks to fulfill requests for license and permits, government records and other public information, or non-emergency service requests, and to review applications for grants or the social benefits programs your agency offers. The workflows that are associated with a specific type of case and the activities that need to be completed to resolve cases of this type are detailed in the playbook. Playbooks also help your agents to visualize the entire life cycle of a workflow.
The following applications are available with Public Sector Digital Services that enable you to use playbooks:- Grants Management
- Social Benefits Playbook
- License and Permit Playbook
- Information Request Playbook
- Service Request Playbook
To learn more about playbooks, see Playbooks for Public Sector Digital Services.
- CSM Configurable Workspace
Your government service agents have one stop for constituent interactions, the CSM Configurable Workspace for Public Sector Digital Services.
Multiple tabs enable agents to manage several cases at once. Agents and managers have ongoing visibility into the status of issues assigned to different agents across the agency. The workspace dynamically displays related contextual information based on the current state. Agents can also set compact mode and dark mode to optimize their experience and productivity.
Public Sector Digital Services playbooks are setup on and are accessed through the CSM Configurable Workspace to provide step-by-step guidance to agents for resolving specific types of government service cases, including service requests, information requests, license and permit, and social benefits cases.
To learn more about CSM Configurable Workspace, see Explore CSM Configurable Workspace.
- Mobile Agent
Your government agents can use the Mobile Agent to create, update, and monitor non-emergency requests on a mobile device. You can also get an overview of your case load, including your new and active service request cases.
The Mobile Agent is currently only supported by the Service Request Playbook.
To learn more about the Mobile Agent application, see Mobile Agent experience for Public Sector Digital Services.
- Advanced Work Assignment
Use the Advanced Work Assignment (AWA) application to automatically route and assign public sector work items, such as non-emergency requests, to the best-equipped agents, based on their availability, capacity, and skills.
To learn more about Advanced Work Assignment, see Automatically route service requests using Advanced Work Assignment.