Public Sector Digital Services (PSDS) -- Use the ServiceNowPublic Sector Digital Services (PSDS) application to deliver government services to constituents, businesses, and agencies on a single platform. Built on a government data model, Public Sector Digital Services provides prebuilt playbooks, solutions, configurable portals, and an AI-powered workspace that government agents can use to manage the full lifecycle of service requests—from intake to resolution. You can deploy Public Sector Digital Services with the applications that match your agency's needs. The applications are configurable and extensible using low-code tools to build workflows that are specific to your processes. Whether you're setting up for the first time or expanding an existing implementation, the content in this documentation set guides you through exploring the solution, configuring your environment, and using the product day to day.
Explore -- Learn about Public Sector Digital Services (PSDS) features to help create a seamless support experience for constituents, businesses, internal agencies, and external agencies.
Data management -- Data management refers to the processes and tools used to collect, organize, secure, and use constituent-related data effectively so that government service agent teams can deliver better service experiences. You can give your managers and agents a comprehensive view of constituent data, including constituent details, products and services, assets, service contracts, and entitlements.
Playbooks and Solutions -- 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 -- The Grants Management solution provides government agencies with a workflow for defining grant programs, screening applications, evaluating proposals, and communicating funding decisions. The solution runs entirely on the ServiceNow platform.
Rolling grant approvals -- Rolling grant approvals give grant program managers the flexibility to propose and submit funding decisions for any scored subset of applications during the Funding Allocation stage. Decisions can be submitted at any time, without waiting for the entire proposal portfolio to complete review.
Playbooks -- A playbook provides government service agents with step-by-step guidance through the life cycle of a public service request case. Use Playbooks to fulfill requests for licenses and permits, government records and other public information, or non-emergency service requests.
Social Benefits Playbook -- The Social Benefits Playbook provides an end-to-end workflow for handling applications for social benefit programs offered by your government agency and submitted by public sector end users.
License and Permit Playbook -- The License and Permit Playbook provides an end-to-end workflow for handling requests for the license and permit that your agency offers, submitted by public sector end users.
Information Request Playbook -- The Information Request Playbook provides an end-to-end workflow for handling public record and information requests submitted by public sector end users under the Freedom of Information Act (FOIA).
Service Request Playbook -- The Service Request Playbook provides an end-to-end workflow for handling non-emergency service requests submitted by public sector end users.
Portals -- A portal provides an end user, in this case a constituent or applicant, with step-by-step guidance through submitting a public service request case. Use Portals to submit requests for licenses and permits, government records and public information, non-emergency services, or to submit applications for social benefits or grants opportunities.
Government Service Portal -- By using the Government Service Portal, constituents and businesses can report issues, access and view the status of existing service requests, request public records, search for information about a question or issue, view and update their contact information, and request assistance from a government service agent— all in a user-friendly, customizable interface.
GOV.UK Design System Service Portal -- Use the GOV.UK Developer Toolkit, a library of reusable portal widgets that follow GOV.UK Design System guidelines, to build service portals that deliver citizen-centered digital services to UK government constituents.
Reviewer Service Portal -- Enable merit reviewers to track, score, and monitor grant proposals via a dedicated Reviewer Service portal.
Grants Management Portal -- Constituents and business contacts can find, apply for, and track the status of their grant applications using the Grants Management Portal.
Case management -- 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.
Service Bridge -- 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 using Service Bridge for Public Sector Digital Services (PSDS).
Policy as Code Engine (PaCE) -- As a Public Sector Digital Services process owner or admin, you can create and maintain the rules that drive how eligibility and benefits are determined in the Social Benefits Playbook using Policy as Code Engine (PaCE. PaCE is a powerful, low-code rules engine capable of processing rules in seconds. The rule-sets created within this rules engine are called policies.
Analytics and insights -- Use the Performance Analytics applications for Public Sector Digital Services to report your constituent service performance and effectiveness. You can use the predefined key performance indicators (KPIs) and preconfigured role-based dashboards for monitoring your service processes. These analytics enable you to align your organizational goals across all roles, from executive to manager to agent.
Configure -- Set up Public Sector Digital Services to enable government agents and service managers to provide government services to constituents, businesses, and other agencies.
Set up your environment -- Begin your journey by preparing your Public Sector Digital Services environment with data models, product data, user management, and case management tools to go live.
Activate Public Sector Core -- Install the Public Sector Digital Services Core application and configure various features used in the application.
Install Public Sector Core -- You can install the Public Sector Digital Services Core application (sn_gsm) if you have an admin role. The application includes demo data.
Public Sector properties -- Use system properties to customize the Public Sector Digital Services application.
Configure foundation data -- With the Public Sector Digital Services Core application, you can import or create constituent information including names, addresses, and phone numbers; account and financial details; services contracts and items received; and service entitlements and contracts. You can also assign roles to users and create user relationships.
Guided Setup -- With the Public Sector Digital Services Core application, you can import or create constituent information including names, addresses, and phone numbers; account and financial details; services contracts and items received; and service entitlements and contracts. You can also assign roles to users and create user relationships.
Customer data -- Customer data constitutes the data linked to a case using associated entities such as Accounts, Contacts, Constituents, Household, Products, and Service Contracts. This information provides the government service agent the information necessary to resolve constituent issues.
Configure households -- The household entity represents a group of constituents that usually share a common address and use services as a group Service Model Foundation uses the household form to store details about a constituent household, including its members, their relationships, and any cases, entitlements, or contracts associated with them.
User management -- Configure the internal and external users for Public Sector Digital Services to provide the correct access to features, capabilities, and case data. Create relationships that facilitate case management and fulfill roles for specific accounts.
Configure user roles and groups -- The Public Sector Digital Services application uses roles to provide access to information, identify internal and external users, and establish different types of relationships between users and public sector entities. These roles control access to public sector data through UI-based features such as forms and lists.
Assign roles to Public Sector users -- Roles control access to features, capabilities, and data in the Public Sector Digital Services application.
Configure related parties for Items Received -- Add related parties to an item received in the Public Sector Digital Services application so that the contacts, businesses, constituents, or agencies can get the correct access level to perform the actions that they need for a case.
Product data -- Configure product data for Public Sector Digital Services including product models, sold products, install base items, and installed products.
Optional configuration steps -- As an admin, you can customize the Government Service Portal and configure the CSM Configurable Workspace for the Public Sector Digital Services Core application without using guided setup.
Set a default view for Items Received -- Customize the default view in the Public Sector Digital Services platform workspace so that the Items Received related list is displayed under a business, constituent, or agency record.
Configure agent workspaces -- Configure agent workspaces and boost efficiency by optimizing interfaces, configuring playbooks, setting up case management and routing, and integrating tools for smooth case handling.
Case Management -- Set up case management features to enable agents and constituents to create cases as needed and work to resolve those cases. Create the necessary case types to handle specific types of public services, issues, and requests. Configure service definitions to create connections between products, services, and case types.
Public Sector case types -- You can use a public service case, which is based on the Government Service case type, to extend the customer service case from the Customer Service Management application. By using a case type, you can define the processes and data that are needed to resolve your public service requests.
Service Exchange -- Whether you're a government agency provider communicating with other agencies, or an agency provider connecting with their constituents, you can establish an integration between multiple types of instances with Service Exchange for Public Sector Digital Services.
Install Service Exchange -- If you have the admin role, you can install the Service Bridge for PSDS (sn_sb_psds) application, which enables you to use Service Exchange for Providers.
Configure Service Exchange -- To set up and configure the Service Exchange for Public Sector Digital Services application, follow these steps.
Create remote service catalog items -- As a government agency provider, you can create remote catalogs to automate the task fulfillment process for constituents that are using the Government Service Portal. By using remote catalogs, agency providers can maintain the development of shared service catalogs on their instances and provide consumers with native catalog items in their instances remotely.
Create remote task definitions -- As a government agency provider, you can create remote task definitions that trigger the assignment of remote task(s) to your constituent. Remote tasks originate in the agency provider instance (where they auto-create an associated government case record), and are pushed to your constituent through the Government Service Portal, enabling both provider and consumer to keep case records and details in sync.
Configure Service Exchange for Consumers -- You can do the following configuration tasks to customize your Service Bridge for consumers instance, the Government Service Portal.
Activate remote catalog item entitlements -- Create an entitlement for a remote catalog item/record producer so that the associated service will be displayed in the constituent(s) Government Service Portal catalog for use. You can entitle content explicitly to a single constituent, or to multiple constituents in designated groups.
Set up a Service Exchange connection -- Establish an instance-to-instance integration between a provider and a consumer using Service Exchange for Public Sector Digital Services.
Service definitions -- Service definitions are records used to store the details about a service provided to end users. By using a service definition, you can connect a public service with a case type to extend the types of services that can be requested, and the types of cases that can be created to support those services.
Associate an agency location to a Public Service definition -- Associate your government service agency locations with a service definition using the Public Sector Digital Services (PSDS) application. With this association, your government service agency staff can address constituent requests for documents, records, or services that are offered at a particular agency location, and can raise a case on behalf of a constituent or business.
CSM Configurable Workspace -- Modify the CSM Configurable Workspace to show the lists, modules, and form fields for Public Sector Digital Services.
Configure the List Menu -- Add public sector-related menu options to the List Menu in the CSM Configurable Workspace.
Configure the landing page -- Use the UI Builder to change certain fields in the Public Sector landing page of the CSM Configurable Workspace.
Activate Customer Central -- Install Customer Central using Customer Service Guided Setup so that agents can have a complete view of constituent, business, or agency information in Public Sector Digital Services.
Relabel CSM Workspace items after upgrade -- After you upgrade your instance for the first time, you can relabel certain items in the CSM Configurable Workspace for public sector use.
Relabel BLSP items -- Using Guided Setup, you can optionally modify the "Business Location Details" page in the Business Location Services Portal to be relabeled "Agency Location Details" using Public Sector Digital Services terms during configuration.
Case Routing and Assignment -- Set up Advanced Work Assignment (AWA) to automatically route cases to the appropriate government service agents in CSM Configurable Workspace.
Configure Advanced Work Assignment (AWA) -- Use the Advanced Work Assignment (AWA) for Public Sector Digital Services feature to automatically assign work items to agents based on their availability, capacity, and skills. AWA for Public Sector Digital Services pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Agents see their assignments in their Agent Workspace inbox.
Automatically route social benefit requests using Advanced Work Assignment -- Use the Advanced Work Assignment (AWA) for Public Sector Digital Services feature to automatically assign work items to agents based on their availability, capacity, and skills. AWA for Public Sector Digital Services pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Agents see their assignments in their Agent Workspace inbox.
Configure Social Benefit Requests service channel -- Use the Advanced Work Assignment (AWA) for Public Sector Digital Services feature to automatically assign work items to agents based on their availability, capacity, and skills. AWA for Public Sector Digital Services pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Agents see their assignments in their Agent Workspace inbox.
Automatically route license and permit requests using Advanced Work Assignment -- Use the Advanced Work Assignment (AWA) for Public Sector Digital Services feature to automatically assign work items to agents based on their availability, capacity, and skills. AWA for Public Sector Digital Services pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Agents see their assignments in their Agent Workspace inbox.
Configure License and Permits Requests service channel -- Use the Advanced Work Assignment (AWA) for Public Sector Digital Services feature to automatically assign work items to agents based on their availability, capacity, and skills. AWA for Public Sector Digital Services pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Agents see their assignments in their Agent Workspace inbox.
Automatically route information requests using Advanced Work Assignment -- Use the Advanced Work Assignment (AWA) for Public Sector Digital Services feature to automatically assign work items to agents based on their availability, capacity, and skills. AWA for Public Sector Digital Services pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Agents see their assignments in their Agent Workspace inbox.
Configure Information Requests service channel -- Use the Advanced Work Assignment (AWA) for Public Sector Digital Services feature to automatically assign work items to agents based on their availability, capacity, and skills. AWA for Public Sector Digital Services pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Agents see their assignments in their Agent Workspace inbox.
Automatically route service requests using Advanced Work Assignment -- Use the Advanced Work Assignment (AWA) for Public Sector Digital Services feature to automatically assign work items to agents based on their availability, capacity, and skills. AWA for Public Sector Digital Services pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Agents see their assignments in their Agent Workspace inbox.
Configure Service Requests service channel -- Use the Advanced Work Assignment (AWA) for Public Sector Digital Services feature to automatically assign work items to agents based on their availability, capacity, and skills. AWA for Public Sector Digital Services pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Agents see their assignments in their Agent Workspace inbox.
Playbooks and Solutions -- Install one or more applications available for use with Public Sector Digital Services. You can then configure the features available for submitting requests and routing requests to case agents and other personas.
Grants Management -- Install the Grants Management application, which enables users to submit and track grants management requests and provides government agents with a predefined process for handling and resolving these requests. You can then configure the features available for submitting requests and routing requests to agents.
Install Grants Management -- You can install the Grants Management application (com.sn.gsm_grants) if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plug-ins if they aren’t already installed.
Foundation -- Configure the foundational details of Grants Management.
Personas -- Understand the key personas involved in Grants Management and their responsibilities in supporting grants.
Configure read/write access roles -- In a Grant Program, certain access is granted to each Internal Program Team user on a case-by-case basis. As an admin, you can delegate read/write access to users within internal teams by mapping specific roles to read/write access.
Toggle character count display for form fields -- Toggle the character count for form fields in the Grants Management to display the remaining number of characters available in the text field.
Configure a retention policy -- Set up an Archive Rule to automatically purge active grant cases and their associated data after a set period of time.
Configure PaCE Eligibility Framework Engine -- Configure the eligibility framework engine, powered by PaCE, to allow agents to confirm whether an applicant is eligible for the specific grant being requested.
Define eligibility pre-screener questions -- The Grants Management Program Setup enables grant program managers to use decision trees to define a series of pre-eligibility questions to check if the applicants qualify for the program.
Configure Eligibility Rules Engine Policies -- Use the Grants Management Eligibility Rules Engine, powered by Policy as Code Engine (PaCE), to manage the life cycle of a policy and create, update, review, and execute policies.
Create a case API Variable -- Create a case API variable to transfer the information collected from the case to the PaCE eligibility rules engine. This will be used when creating a policy and referencing fields on the case.
Create an eligibility policy -- Create an eligibility policy using Grants Management Eligibility Rules Engine to model eligibility rules that can be used to evaluate grants cases.
Map an eligibility policy to a grant model -- For a eligibility policy to be invoked correctly, it must be mapped to an existing grant model. Map a published eligibility policy to one or more of the grant types that your agency offers.
Configure PaCE RCA Privileges -- Define cross-scope access to an application, application resource (such as an access control role, a business rule, a UI action, or a script include), or event. You can use a requested RCA to grant store apps access to protected resources in the ServiceNow AI Platform.
Configure Smart Assessment templates -- Create a new Smart Assessment template, which would show up in the compliance assessment field in the proposal playbook. The Smart assessment template is used to collect compliance information from applicants during proposal submission.
Configure the Reviewer Service Portal -- Configure the Grants Management Reviewer Service Portal for merit reviewers to track, score, and review grants proposals.
Configure a custom program record header -- As an admin, you can configure the custom widget that renders the Program header displayed to the merit reviewer persona in the Reviewer Service Portal.
Set up a grant program -- Set up and configure the details of a new grant program using Grants Management.
Create a results letter template -- As an agent or Grants Program manager, you can leverage templates to compose letters informing applicants of the result, choosing from Award, Rejection (ineligible), and Rejection (decline). These letters are displayed to applicants on the Grants Management Portal, once a decision has been communicated.
Configure RCA Access for results letter -- Once the Grant Program Manager is ready to release the results letters for the applicants, the letters can be configured using Restricted Caller Access.
Configure the Merit Review Scoring Framework and Rubric -- Define the scoring framework that a merit reviewer should follow as they review and score grant program proposals in the Reviewer Service portal. You can also select which knowledge bases or frameworks are displayed to a merit reviewer in the Reviewer Service portal.
Configure the Spending Overview widget -- Use script includes to configure the Spending Overview widget and filter pills on the Funding Allocation tab for the rolling grant approvals feature. Admins can add, remove, relabel, and reorder chart widgets and filter pills, and create custom ones to match program requirements.
Investigative Case Management -- Install the Investigative Case Management application, which enables investigators and supervisors to initiate and manage investigative cases, view the full context of an investigation, and get relevant recommendations.
Install -- You can install the Investigative Case Management application (com.sn_gsm_icm) if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plug-ins if they aren’t already installed.
Foundation -- Configure the foundational details for Investigative Case Management.
Personas -- Understand the key personas involved in Investigative Case Management and their responsibilities in supporting investigations and operations.
Configure responsibility definitions -- Configure responsibilities within a case, such as Crime Lab Technician, that can be assigned to users at the case level.
Case Workspace -- Configuring case workspace data for Investigative Case Management.
Create a case team -- You can add existing users within your investigative organization to the case and assign them a responsibility. Responsibilities determine a users relationship to the case, at the case level.
Email notifications -- Email notifications are automatically triggered by the Investigative Case Management. In Public Sector Digital Services, notifications can result from an agent action, a response needed from an agent or constituent, or from an update on a case status.
Entity Management -- Configure settings related to Entity Management in Investigative Case Management, such as adding or modifying entity display categories.
Configure entity types -- Configure the entity type tabs that are displayed in the Entity Management workspace. After you create or modify an entity type, investigators and supervisors can select and add the required entity type through the case form.
Evidence Management -- Configure settings related to Evidence Management, such as modifying evidence security classification levels, or configuring relationship types for an evidence record.
Modify case classification codes -- Create and modify case classification codes and titles to organize and categorize the investigation types your agency handles.
Configure relationship types for an evidence record -- As an admin, you can add or remove the relationship types used to classify the relationship between a piece of evidence and another entity related to the case.
Social Benefits Playbook -- Install the Social Benefits Playbook application, which enables public sector end users to submit and track social benefit requests and provides government agents with a pre-defined process for handling and resolving these requests. You can then configure the features available for submitting requests and routing requests to agents.
Install Social Benefits Playbook -- You can install the Social Benefits Playbook application (app-psds-social-benefits) if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they aren’t already installed.
Configure Eligibility Rules Engine -- The eligibility criteria in Social Benefits Playbook allows an agent to confirm whether an applicant is eligible for the benefit program being requested.
Configure Preliminary Verification Checklist UI -- Configure the preliminary verification checklist to determine if an applicant is eligible to begin an application for one or more social benefits.
Define Eligibility Questions -- Configure the eligibility criteria questions for users beginning an application for social benefits.
Configure Eligibility Rules Engine Policies -- Use the Social Benefits Playbook Eligibility Rules Engine, powered by Policy as Code Engine (PaCE), to manage the life cycle of a policy and create, update, review, and execute policies. In the Policy Home of the CSM Configurable Workspace, you can create, remove, and update the policies used for determining eligibility for an application routed through the Social Benefits Playbook.
Create an eligibility policy -- Use the Social Benefits Playbook Eligibility Rules Engine, powered by Policy as Code Engine (PaCE), to manage the life cycle of a policy and create, update, review, and execute policies. In the Policy Home of the CSM Configurable Workspace, you can create, remove, and update the policies used for determining eligibility for an application routed through the Social Benefits Playbook.
Map an eligibility policy to a benefit model -- Use the Social Benefits Playbook Eligibility Rules Engine, powered by Policy as Code Engine (PaCE), to manage the life cycle of a policy and create, update, review, and execute policies. In the Policy Home of the CSM Configurable Workspace, you can create, remove, and update the policies used for determining eligibility for an application routed through the Social Benefits Playbook.
Update an eligibility policy -- Use the Social Benefits Playbook Eligibility Rules Engine, powered by Policy as Code Engine (PaCE), to manage the life cycle of a policy and create, update, review, and execute policies. In the Policy Home of the CSM Configurable Workspace, you can create, remove, and update the policies used for determining eligibility for an application routed through the Social Benefits Playbook.
Update a policy logic -- Use the Social Benefits Playbook Eligibility Rules Engine, powered by Policy as Code Engine (PaCE), to manage the life cycle of a policy and create, update, review, and execute policies. In the Policy Home of the CSM Configurable Workspace, you can create, remove, and update the policies used for determining eligibility for an application routed through the Social Benefits Playbook.
Update policy mapping -- Use the Social Benefits Playbook Eligibility Rules Engine, powered by Policy as Code Engine (PaCE), to manage the life cycle of a policy and create, update, review, and execute policies. In the Policy Home of the CSM Configurable Workspace, you can create, remove, and update the policies used for determining eligibility for an application routed through the Social Benefits Playbook.
Create an eligibility policy template -- Use the Social Benefits Playbook Eligibility Rules Engine, powered by Policy as Code Engine (PaCE), to manage the life cycle of a policy and create, update, review, and execute policies. In the Policy Home of the CSM Configurable Workspace, you can create, remove, and update the policies used for determining eligibility for an application routed through the Social Benefits Playbook.
Create eligibility policy from template -- Use the Social Benefits Playbook Eligibility Rules Engine, powered by Policy as Code Engine (PaCE), to manage the life cycle of a policy and create, update, review, and execute policies. In the Policy Home of the CSM Configurable Workspace, you can create, remove, and update the policies used for determining eligibility for an application routed through the Social Benefits Playbook.
Configure auto-cancellation for draft cases -- An admin can configure auto-cancellation of Social Benefits Playbook cases that remain in the draft state for longer than a set period of time. The number of days that the case can remain in the draft state before it is canceled can be configured by an admin. The default value is five days.
License and Permit Playbook -- Install the License and Permit Playbook application, which enables public sector end users to submit and track license and permit requests and provides government agents with a pre-defined process for handling and resolving these requests. You can then configure the features available for submitting requests and routing requests to agents.
Install License and Permit Playbook -- You can install the License and Permit Playbook application (sn_gsm_lic_prmt) if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plug-ins if they aren’t already installed.
Configure Virtual Agent -- The License and Permit Playbook includes Virtual Agent (VA) capabilities. Virtual Agent functionality allows constituents to serve themselves by engaging with a messaging interface, featuring pre-built conversations powered by artificial intelligence. Constituents can utilize the Virtual Agent to initiate new license/permit applications, access existing applications, check application status, and more.
Extend the License and Permit Base Case -- As an admin, you can further extend the License and Permit install base case to define specific license/permit items received classes.
Configure eligibility framework -- The eligibility criteria in License and Permit Playbook allows an agent to confirm whether an applicant is eligible for the specific license or permit requested.
Configure decision tables -- Use decision tables to simplify the pricing configuration of a license or permit request that depends on multiple factors. Decision tables provide a single point where you can create, view, and modify pricing and dependent attributes.
Create a pre-eligibility decision table -- The License and Permit Playbook incorporates the use of pre-eligibility criteria, a series of questions that may be posed to an applicant to determine whether they are eligible to apply for a license/permit. This aims to deflect applications in which the applicant is not eligible to obtain a license/permit.
Add pricing endorsements to the decision table -- Pricing endorsements are selections made on an application that affect which fees are charged by a government agency to process and issue a license/permit.
Add an endorsement field to a pricing decision table -- Pricing endorsements are selections made on an application that affect which fees are charged by a government agency to process and issue a license/permit.
Add a price adjustment -- As an admin, you can use a price adjustment definition in the License and Permit Playbook to add adjustments to field prices based on the conditions of fields that are not price fields, such as the residency status of the constituent for the location they are requesting the permit or license in.
Create Document Templates -- With the ServiceNow Document Templates application, you can create HTML and PDF document templates to generate standard letters or documents. You can automate and simplify the process of filling, signing, and reviewing a document online. Use the Document Templates application to generate templates for various types of Licenses and Permits that will be issued to applicants through the License and Permit Playbook.
Define a Product Model -- A product model record is required in a license/permit case application.
Information Request Playbook -- Install the Information Request Playbook application, which enables public sector end users to submit and track public record requests and provides government agents with a pre-defined process for handling and resolving these requests. You can then configure the features available for submitting requests and routing requests to agents.
Install Information Request Playbook -- You can install the Information Request Playbook application (sn_gsm_info_req) if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they aren’t already installed.
Create an assignment group -- Create a legal, review, or final review assignment group for Information Requests.
Edit an assignment group -- Edit a legal, review, or final review assignment group for Information Requests.
Configure RCA privilege settings -- Define cross-scope access to an application, application resource (such as an access control role, a business rule, a UI action, or a script include), or event. You can use a requested RCA to grant store apps access to protected resources in the ServiceNow AI Platform without the need to wait for the next family release.
Configure Manage documents activity UI -- Configure the Manage Documents activity UI in Information Request Playbook to allow agents to view, link, or unlink documents to an information request case.
Configure Similar Request Documents UI -- The Similar Request Documents Activity UI uses the name and description of existing information request cases to display a list of documents associated with the current case, providing helpful information the documents used to resolve similar information requests in Information Request Playbook.
Service Request Playbook -- Install the Service Request Playbook application, which enables public sector users to submit and track non-emergency service requests, and provides government agents with a process for handling these requests. You can then configure the features available for submitting requests and routing requests to agents.
Install Service Request Playbook -- If you have the admin role, you can install the Service Request Playbook application (sn_gsm_srvc_req).If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs any related ServiceNow Store applications and plugins that aren’t already installed.
Configure a custom playbook -- Custom playbooks and service definitions enable you to customize the default Service Request Playbook user experience to interact with your desired agency workflows. After creating a service definition, you can associate a playbook with the definition.
Configure the Similar Records Activity UI -- The Similar Records Activity UI uses the name and description of existing cases to display a list of cases associated with the current case, allowing an agent to determine whether the current case is a duplicate of an existing case. Similar records can also provide helpful information about a current case.
Agent tools -- Configure other agent tools such as Mobile Agent.
Mobile Agent -- Configure Mobile Agent for the Information Request and Service Request Playbooks.
Configure Mobile Agent -- Configure Mobile Agent for the Information Request and Service Request Playbooks.
Configure Mobile Agent -- Configure Mobile Agent for the Information Request and Service Request Playbooks.
Enable communication channels -- Configure communication channels such as chat, email, phone, virtual agent, and engagement messenger.
Virtual Agent -- Set up ServiceNow Virtual Agent so that conversation designers (topic authors) can create and modify automated conversations for public sector use cases. Virtual Agent for Public Sector Digital Services also helps your constituents complete common self-service tasks on the Government Service Portal with predefined Government Service Virtual Agent topics (chatbot conversations).
Engagement Messenger -- Configure certain Engagement Messenger settings to enable public sector end users to create and track requests. With Engagement Messenger, public sector users can access self-service and chat features from third-party web applications outside of the ServiceNow environment.
Configure Engagement Messenger -- Configure certain Engagement Messenger settings to enable public sector end users to create and track requests. With Engagement Messenger, public sector users can access self-service and chat features from third-party web applications outside of the ServiceNow environment.
Implement intelligence -- Integrate intelligence features to automate routine tasks and provide relevant content.
Configure AI Agents -- Configure the Now Assist AI Agents to execute use cases and complete tasks autonomously in Public Sector Digital Services.
Set up self-service -- Creating a self-service portal such as the Government Service Portal helps constituents submit requests independently. You can integrate features like knowledge bases, chatbots, and appointment booking for easy access to information.
Government Service Portal -- Modify the Government Service Portal to meet your needs, for example to set the portal branding.
Portal Service Catalog -- Configure the Public Sector Digital Services service catalog so that you can define the type of public service being offered, the service taxonomy, and which agency offers the service. These services are displayed on the Government Service Portal or GOV.UK Design System Service Portal.
GOV.UK Developer Toolkit -- Plan and configure your use of the GOV.UK Developer Toolkit, a library of reusable portal widgets that follow GOV.UK design guidelines, enabling developers to build service portals for UK constituents.
Install GOV.UK Developer Toolkit -- Install the GOV.UK Developer Toolkit application (sn_gsm_uk_gds_wdgt) to deliver citizen-centered digital services and portals without rebuilding them from scratch. This application includes demo data and installs related ServiceNow Store applications and plugins if they aren’t already installed.
Configure portal record -- Use the portal record on the platform UI to change components of your GDS Service Portal.
Configure theme -- Use the Branding Editor to give the GDS Service Portal its own look and feel.
Configure pages -- By default, the GOV.UK Developer Toolkit supplies you with pages that can be used as-is, or customized by adding and removing widgets in Service Portal Designer.
Add a page -- Add a page in the GDS Service Portal, to which you can add any combination of GDS-compliant portal widgets from the GOV.UK Developer Toolkit widget library.
Registration and log-in pages -- The GOV.UK Developer Toolkit provides default GDS Service Portal registration and login pages that are complaint with GOV.UK design standards. You can use these pages as-is, or you can configure the default widgets to meet your needs.
Homepage -- By default, the GOV.UK Developer Toolkit provides a homepage that is complaint with GOV.UK design standards. This page contains widgets and other components that enable UK constituents to access cases, announcements, and helpful content, and quick navigation to detailed views and actions. You can use this page as-is, or you can configure the default widgets on the page to meet your needs.
User profile page -- Configure the user profile page using widgets and widget instances, enabling UK citizens to view and manage their personal profiles, preferences, and activity history.
Services page -- Configure the Services page, which enables constituents to browse and search catalog items from different service catalogs and categories and see all services available to them.
Case details page -- Configure individual request types to display case details, the request-specific information shown to constituents when viewing submitted requests. They can view case statuses and request history, and communicate with caseworkers and agents.
Knowledge pages -- Display knowledge base content for UK constituents using the GDS Service Portal.
FAQ page -- Add the Portal FAQ widget to your portal and modify its data, presentation, and behavior. You can use the Portal FAQ widget to display a frequently asked questions list (FAQ) from a knowledge table on the portal.
Error pages -- Use Portal Widgets to configure and customize the error page that is shown when a user encounters errors such as broken links, service issues, or downtime (404, 500, 503).
Configure widgets -- Configurable portal widgets provide you with the ability to configure the behavior, content, and layout of the GOV.UK Design System Service Portal by configuring widget settings and instance options. Use the base system widgets included with the GDS Service Portal to get started configuring portal pages.
Configure Portal Widgets -- You can use base system widgets as-is in the GDS Service Portal, or you may clone them to suit your needs.
Add widgets to portal pages -- Add widgets to your portal pages and modify its data, presentation, and behavior. You can use base system widgets as-is in the GDS Service Portal, or you may clone them to suit your needs.
Configure Widget Instance Options -- You can use widget instances to configure the location, properties, and CSS specific to that instance of the widget. Create unique instances of widgets by configuring the options for each instance.
Configure catalog items -- Use the Service Catalog and the Service Catalog widgets to add or edit existing items to the GDS Service Portal catalog.
Configure knowledge base -- Use Knowledge Base widgets to build a knowledge base for your GDS Service Portal.
Configure Knowledge Base sources -- Associate the GDS Service Portal with one or more knowledge bases to display articles from this knowledge base in the portal widgets.
Configure search -- Configure and use search widgets for GDS Service Portal so that portal users can take advantage of intelligent query features and find the answers they need.
Configure search sources in GDS Service Portal -- Configure and use search widgets for GDS Service Portal so that portal users can take advantage of intelligent query features and find the answers they need.
Enable AI Search in GDS Service Portal -- Configure and use search widgets for GDS Service Portal so that portal users can take advantage of intelligent query features and find the answers they need.
Configure page security -- Set up GDS Service Portal pages to be public, or filter them by role.
Configure widget security -- Configure widget security to verify that your GDS Service Portal widgets are being accessed only by the intended audience.
Grants Management Portal -- As an admin, you can configure various elements of the Grants Management Portal.
Approve contact registration -- As an admin, you can approve or reject the registration of a new business contact or organization, submitted through the Grants Management Portal.
Extend capabilities -- Extend the capabilities of Public Sector Digital Services.
Performance Analytics and Reporting -- Install the content pack for the Public Sector Digital Services Platform Analytics Solution from the ServiceNow Store.
Domain Separation -- If any conkeyrefs are broken, re-add them from the doc/source/reuse/domain-separation/domain-separation-overview.dita file.In the short description, edit the first sentence to state whether domain separation is supported or not and add the application name. Keep the conkeyref at the end that describes domain separation.Domain separation is not supported for Public Sector Digital Services. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
Integrate -- Extend the capabilities of Public Sector Digital Services and connect with other departments to assist with case resolution by integrating with other applications.
Field Service Management -- The Public Sector Digital Services integration with the ServiceNow Field Service Management application enables you to view work order and work order task information from a public sector case.
Use -- Learn how public sector agencies help constituents and businesses with digital services and resolve their issues.
Playbooks -- A playbook provides government service agents with step-by-step guidance through the life cycle of a public service request case. Use Playbooks to fulfill requests for license and permits, government records and other public information, or non-emergency service requests.
Using Social Benefits Playbook -- If you're a social benefits case agent or manager, you can use the Social Benefits Playbook for Public Sector Digital Services to manage and resolve requests for social benefits.
Understanding PaCE -- PaCE enables you to manage, administer, and audit eligibility rules (policies) from a centralized location.
Resolving a social benefits case -- You can use playbooks to create cases and to complete the tasks and activities that are needed to resolve specific types of cases.
Add a beneficiary -- As an agent, you can add multiple beneficiaries to an existing request for social benefits. Applicants, or the representatives of an applicant, can also add additional beneficiaries to an application through the Government Service Portal. Beneficiaries are people that share the household or are related to the applicant who will benefit from the assistance being provided.
Using License and Permit Playbook -- If you're an license and permits case agent or manager, you can use the License and Permit Playbook for Public Sector Digital Services to manage and resolve requests for licenses and permits.
Resolving a license and permit case -- You can use playbooks to create cases and to complete the tasks and activities that are needed to resolve specific types of cases.
Track license and permit requests -- Track all the license and permit requests that are assigned to you or other agents in your government agency by using the License and Permit Playbook.
Create a request -- Government service agents can create requests on behalf of constituents or business from the Government Service Portal. Constituents can also create and submit license/permit requests on behalf of someone else through the Government Service Portal.
Using the contextual side panel -- The contextual side panel provides you with the tools that can help you to research and resolve problems about your cases.
Use response templates -- Respond to cases by using the response templates in the contextual side panel in CSM Configurable Workspace. Good templates save you time by eliminating repetitive work. Response templates replace the static text with details from the license/permit application.
Using the activity stream -- You can access the activity stream in the contextual side panel in CSM Configurable Workspace after you create an license and permit request record using the License and Permit Playbook. The activity stream enables you to communicate with requesters and make internal notes about the work that is done on a record, making it easier to relay and track information.
Viewing the dynamic related records -- You can view the dynamic related records in the playbook contextual side panel in CSM Configurable Workspace. These records dynamically change based on the current record or playbook activity.
Viewing the ribbon information -- You can view the information about the ribbon in the contextual side panel in CSM Configurable Workspace. The ribbon displays the important information about the case, such as the information request record information, constituent contact details, and the case timeline.
Add Multiple Parties to a record -- As a government agent, you can add other business contacts or constituents to a license or permit application.
Create a business contact account -- Use the contact information for related parties entered on a license or permit application to create business contact accounts.
Manage contacts or related parties -- Additional business contacts can be edited or removed by a government service agent before a license or permit case reaches the Process stage.
Using Information Request Playbook -- If you're an information request case agent or manager, you can use the Information Request Playbook for Public Sector Digital Services to manage and resolve requests for information and public records.
Create an information request record -- Create an information request record in the Public Sector Digital Services application by using an Information Request Playbook activity. By using a playbook, you can have an efficient, streamlined way to create and resolve an information request.
Using the contextual side panel -- The contextual side panel provides you with the tools that can help you to research and resolve problems about your cases.
Use response templates -- Respond to cases by using the response templates in the contextual side panel in CSM Configurable Workspace. Good templates save you time by eliminating repetitive work.
Using the activity stream -- You can access the activity stream in the contextual side panel in CSM Configurable Workspace after you create an information request record using the Information Request Playbook. The activity stream enables you to communicate with requesters and make internal notes about the work that is done on a record, making it easier to relay and track information.
Viewing the dynamic related records -- You can view the dynamic related records in the playbook contextual side panel in CSM Configurable Workspace. These records dynamically change based on the current record or playbook activity.
Viewing the ribbon information -- You can view the information about the ribbon in the contextual side panel in CSM Configurable Workspace. The ribbon displays the important information about the case, such as the information request record information, constituent contact details, and the case timeline.
Track information requests -- Track all the information requests that are assigned to you or other agents in your government agency by using the Information Request Playbook.
Resolving an information request case -- You can use playbooks to create cases and to complete the tasks and activities that are needed to resolve specific types of cases.
Redact sensitive data from documents -- As a legal reviewer, you can redact sensitive data from PDF documents by either searching keywords or selecting text in Information Request Playbook.
Add Multiple Parties to a record -- As a government agent, you can add other business contacts or constituents to an information request application.
Using Service Request Playbooks -- If you're a government service agent or manager, you can use the Service Request Playbook for Public Sector Digital Services to manage and resolve requests for services like park maintenance, broken stop signs, or other types of community issues.
Create a service request record -- Create a service request record in the Public Sector Digital Services application by using a Service Request Playbook activity. By using a playbook, you can have an efficient, streamlined way to create and resolve a service request.
Resolving a service request case -- You can use playbooks to create cases and to complete the tasks and activities that are needed to resolve specific types of cases.
Using the contextual side panel -- The contextual side panel provides you with the tools that can help you to research and resolve problems about your cases.
Use response templates -- Respond to cases by using the response templates in the contextual side panel in CSM Configurable Workspace. Good templates save you time by eliminating repetitive work.
Using the activity stream -- You can access the activity stream in the contextual side panel in CSM Configurable Workspace after you create a service request record. The activity stream enables you to communicate with constituents and make internal notes about the work that is done on a record, making it easier to relay and track the information.
Viewing the dynamic related records -- You can view the dynamic related records in the playbook contextual side panel in CSM Configurable Workspace. These records dynamically change based on the current record or playbook activity.
View the ribbon information -- You can view the information about the ribbon in the contextual side panel in CSM Configurable Workspace. The ribbon displays the important information about the case, such as the service record information, constituent contact details, and the case timeline.
Track government service requests -- Track all the service requests that are assigned to you or other agents in your government agency by using the Service Request Playbook.
Solutions -- Use solutions in PSDS to perform tasks.
Investigative Case Management -- As an investigator or supervisory agent, you can use the Investigative Case Management application to keep track of case tasks, assets, entities, and all shared information relating to a case. You can work on cases collaboratively with other investigators and managers, and use generative AI skills to summarize cases and case narratives.
Create a case -- As an investigator (case agent), you can get started on an investigative case directly from the Investigative Case Management workspace, filling in as much supporting information as you have.
Create a case narrative -- Add supporting details to the case narrative to organize ongoing updates and investigative context. Information from a police report, witness complaint, or lead may go in the case narrative in order to organize pertinent information into one place.
Using Entity Management -- Investigators can use the Investigative Case Management Entity Management feature to manage all entities (persons, locations, vehicles, property, firearms, organizations) related to a case.
Add associated entities -- Add an associated entity to an investigative case for increased tracking and traceability surrounding all assets related to the case.
Add related persons to case -- Add an associated entity to an investigative case for increased tracking and traceability surrounding all assets related to the case.
Add related properties to case -- Add an associated entity to an investigative case for increased tracking and traceability surrounding all assets related to the case.
Add related locations to case -- Add an associated entity to an investigative case for increased tracking and traceability surrounding all assets related to the case.
Add related events to case -- Add an associated entity to an investigative case for increased tracking and traceability surrounding all assets related to the case.
Add related vehicles to case -- Add an associated entity to an investigative case for increased tracking and traceability surrounding all assets related to the case.
Add related organizations to case -- Add an associated entity to an investigative case for increased tracking and traceability surrounding all assets related to the case.
Add related firearms to case -- Add an associated entity to an investigative case for increased tracking and traceability surrounding all assets related to the case.
Associate and link multiple entities -- Add associated entities to each other within a case created in the Investigative Case Management application workspace. All entities available in the ICM master index can be linked together.
Using Evidence Management -- Investigative Case Management Evidence Management guides investigators through the process of logging and managing all physical and digital evidence associated with a case, ensuring it's consistently classified, accessed, and associated with relevant investigative records.
Add related evidence to case -- Add pieces of evidence that are related to an investigative case created in the Investigative Case Management application, whether physical or digital. Fill in information about evidence location, and create a chain of custody log to keep track of evidence if or when it is transferred or moved.
Create a chain of custody log -- As an investigator or supervisory agent, you can create a Chain of Custody (CoC) log within the workspace to keep track of evidence if or when it is transferred or moved.
Associate and link evidence to entities -- Link associated evidence records to other entities within a case created in the Investigative Case Management application workspace. All evidence records available in the master index can be linked to an entity.
Grants Management -- Use Grants Management for Public Sector Digital Services to set up and award grants, and screen proposals for them.
Grants Management Program Setup -- Design and configure a grant program before accepting applications from applicants or their liaisons. With Grants Management Program Setup, agencies can establish milestones, internal program team members, eligibility criteria, budgets, and key performance metrics, and grants program managers et up and manage grant programs with guided steps, defining merit review due dates, review framework, scoring rubric, and internal review teams.
Set up a grant program -- Design and configure a grant program before accepting applications from applicants or their liaisons. With Grants Management Program Setup, grants program managers can set up and manage grant programs with guided steps.
Create a grant program -- Use the Public Sector Digital Services Grants Management program setup to either create a grant program, or create one from an existing configuration.
Create internal program team -- Add members of the Internal Grant Program team who will be responsible for administering this program. Designate a program approver, lead and co-lead, collaborators, and observers.
Configure custom internal program team roles -- By default, five internal program team personas are included as part of the Grants Management application: Approver, Collaborator, Observer, Program Co-lead, and Program Lead. Set up new roles in the internal program team activity.
Set up the Merit Review -- Link an already established review framework to your Grant Program. For competitive grants, this is the merit review framework that Grant Merit Reviewers will use during their review process.
Set up a results letter -- Select which letter templates you want to use to notify applicants of their results for their proposals submitted for this program. These templates will be sent out once the final decisions have been made. The templates include an acceptance letter, a rejection letter, an ineligible letter, and a merit review summary.
Set up the grants program announcement details -- Build the program announcement. Define the required forms, terms and conditions, required budget categories, and external-facing point of contact. Provides you with an opportunity to review the grant details.
Add points of contact -- Build the program announcement. Define the required forms, terms and conditions, required budget categories, and external-facing point of contact. Provides you with an opportunity to review the grant details.
Configure program resources -- Build the program announcement. Define the required forms, terms and conditions, required budget categories, and external-facing point of contact. Provides you with an opportunity to review the grant details.
Publish a grant program -- Define announcement removal and proposal close dates and publish the program announcement to the Grants Management Portal.
Approve program listing -- As the designated approver of an internal program team, you can approve a grant program that is pending publishing to the grant management portal for applicants to view.
Grants Management Proposal Playbook -- Use the Grants Proposal Playbook to manage the life cycle of grant applications submitted by organizations through the portal.
Screen a grant application -- You can use the Grants Proposal playbook to review information provided by the applicant, along with other relevant documents. From Grants management version 1.41 onward, during screening, you can also flag documents for verification and request updated documents from applicants.
Check eligibility of an applicant -- Check eligibility of an applicant submitting through the Portal using the predefined eligibility rules created with Policy as Code Engine (PaCE).
Verify documents uploaded to a grant application -- Verify all documents the applicant has uploaded with the submitted proposal. Flag documents that don't meet requirements and undo accidental flags. From Grants management version 1.41 onward grant program managers can request corrected documents from applicants.
Use rolling grant approvals -- Rolling grant approvals enhance the Grants Management funding workflow. You can propose awards and declines for any scored subset of applications at any time, without waiting for the entire proposal portfolio to complete review.
Mark proposals -- Select scored proposals, mark them for funding or decline to the Grant Program Director for approval.
Mark for funding -- Select scored proposals, mark them for funding to the Grant Program Director for approval.
Mark for decline -- Select scored proposals, mark them for decline to the Grant Program Director for approval.
Submit a Funding Request -- Submit a Funding Allocation Request (FR) to the Grant Program Director for approval.
Review and Approve Funding Request -- Review and approve Funding Requests submitted by a grant program manager and approve or reject the batch.
Release result notices to applicants -- After the Grant Program Director approves a Funding Allocation Request, release result notices to applicants individually or in bulk.
Portals -- Use Portals to submit requests for licenses and permits, government records and public information, non-emergency services, or to submit applications for social benefits or grants opportunities.
Government Service Portal -- By using the Government Service Portal, constituents and businesses can report issues, access and view the status of existing service requests, and request public records. You can also search for information about a question or issue, view and update their contact information, and request assistance from a government service agent— all within a customizable interface.
Register -- Register for the Public Sector Digital Services Government Service Portal so that you can search for information, request assistance from a government service agent, apply for a grant, license, or permit, or track the status of your request.
Self-register a business account -- As a business owner, you can self-register your business on the government service portal to gain access and to create a business profile.
Update a constituent profile -- As a registered constituent, view your profile, update your information, and change your password directly on the Public Sector Digital Services government service portal.
Track cases -- Track your service request, information request, or license/permit request cases in the Government Service Portal by viewing a list of your cases and selecting the ones that you want to see more details about. Here, you can respond to an agent's inquiry, view a response, or see if there are any next steps required to resolve the case.
Submit a social benefits application -- Submit an application for one or more social benefit programs offered by a government agency using the Government Service Portal in Public Sector Digital Services.
Create a service request -- You can create a case about a community question or issue from the Government Service Portal in Public Sector Digital Services. The Government Service Portal supports submissions by both registered and anonymous users.
Create a request as a registered user -- You can create a case about a community question or issue from the Government Service Portal in Public Sector Digital Services. The Government Service Portal supports submissions by both registered and anonymous users.
Create a request as a public user -- You can create a case about a community question or issue from the Government Service Portal in Public Sector Digital Services. The Government Service Portal supports submissions by both registered and anonymous users.
Create an information request -- Create a case requesting public records from federal or state public agencies from the Government Service Portal in Public Sector Digital Services.
Track the status of a request -- Monitor the status of a case that you submitted through the Government Service Portal in Public Sector Digital Services. On the case page, you can see when the case was created, when it was last updated, and whether it’s awaiting a response from you or from an agent.
Manage your public service cases -- Create, accept, assign, escalate, de-escalate, cancel a case, and even more actions for various government services all from the Government Service Portal.
Email notifications -- Email notifications are automatically triggered by both the Government Service Portal and Service Request Playbook in Public Sector Digital Services. Notifications can result from an agent action, a response needed from an agent, constituent, or business contact, or from an update on a case status.
Service level agreements -- A service level agreement (SLA) is a record that you use to guarantee a specific time that a service or information must be provided by, or that an agent must finish a task must by. The Public Sector Digital Services application uses SLAs with government service request cases.
Virtual agent assistance -- Public sector users can get assistance completing or updating their requests for various public services by using a pre-built Virtual Agent chatbot conversation. Users can run this Virtual Agent conversation from the Government Service Portal or from Engagement Messenger. Virtual Agent is currently supported by Service Request Playbook and License and Permit Playbook.
Get help with service requests using Virtual Agent -- Public sector users can get assistance completing or updating their requests for various public services by using a pre-built Virtual Agent chatbot conversation. Users can run this Virtual Agent conversation from the Government Service Portal or from Engagement Messenger. Virtual Agent is currently supported by Service Request Playbook and License and Permit Playbook.
Get help with license and permit requests using Virtual Agent -- Public sector users can get assistance completing or updating their requests for various public services by using a pre-built Virtual Agent chatbot conversation. Users can run this Virtual Agent conversation from the Government Service Portal or from Engagement Messenger. Virtual Agent is currently supported by Service Request Playbook and License and Permit Playbook.
Grants Management Portal -- As an applicant, you can use the Grants Management Portal to search and view available grant programs. You can apply to grant opportunities and track the progress and status of your application and accept or decline awards.
Apply for a grant -- As an applicant, complete the Grants Program intake as your first step in submitting a grant proposal. You can access grants programs through Grants Management Portal.
View the results of a grant application -- As an applicant in the Grants Management Portal, you can view the results letter (and the merit review summary, where applicable) of your submitted grants applications.
Accept or decline a grant award -- As an applicant in the Grants Management Portal, you can review the terms of your grant award and choose to accept or decline the award.
Reviewer Service Portal -- The Reviewer Service portal is accessible by merit reviewers to review their assigned merit review tasks. Reviewers can review the grant proposal information available in various tabs in the portal and score the proposal. The scores are based on the review framework and rubric selected by the grants program manager during program setup.
Review and score a grant proposal -- As a Merit Reviewer, you can review grant proposals for feasibility, impact, and alignment with the grant program's goals. Reviewers can then score proposals as part of the evaluation stage of the Public Sector Digital Services Grants Management using the Reviewer Service portal.
Business Location Service Portal -- You can use the Business (Agency) Location Service Portal (BLSP), available with the Public Sector Digital Services application, as a one-stop shop to manage internal and external agency locations.
CSM Configurable Workspace -- Set up CSM Configurable Workspace for your agents and expand the Workspace UI so they can engage with customers, answer questions, create cases, and resolve issues.
Creating and resolving case tasks -- Service request case tasks in Public Sector Digital Services are automatically created and assigned to agents as each service request case moves through its life cycle. Government service agents can view and complete these case tasks (or even create their own tasks) in the CSM Configurable Workspace.
View existing service request case tasks -- Service request case tasks in Public Sector Digital Services are automatically created and assigned to agents as each service request case moves through its life cycle. Government service agents can view and complete these case tasks (or even create their own tasks) in the CSM Configurable Workspace.
Create a service request case task -- Service request case tasks in Public Sector Digital Services are automatically created and assigned to agents as each service request case moves through its life cycle. Government service agents can view and complete these case tasks (or even create their own tasks) in the CSM Configurable Workspace.
Resolve a service request case task -- Service request case tasks in Public Sector Digital Services are automatically created and assigned to agents as each service request case moves through its life cycle. Government service agents can view and complete these case tasks (or even create their own tasks) in the CSM Configurable Workspace.
Create a business record -- If you're a government service agent, create a business record in CSM Configurable Workspace directly from a service request, interaction, or case when an incident is reported by a constituent, business, or business contact.
Virtual Agent -- As an admin, you can use Virtual Agent to create chatbot conversations tailored to public sector use cases.
Mobile Agent -- If you're a government agent, you can use the Mobile Agent app on your mobile device to create, update, and monitor the status of non-emergency service requests in the Public Sector Digital Services application. You can also get an overview of your case load, including your new and active cases.
Perform agent tasks -- If you're a government service agent, you can manage your cases and receive real-time updates on your mobile device with the Mobile Agent.
Using the activity stream -- If you're a government service agent, you can access the activity stream from within the case card in the Mobile Agent. You can also communicate with requesters and make internal notes about the work on a record, which means that you can relay and track information more efficiently.
Track government service requests -- Track and view the details of all the service requests that are assigned to you by using the ServiceNow Mobile Agent app.
Track information requests -- Track and view the details of all the information requests that are assigned to you by using the Mobile Agent on your mobile device.
Service Exchange -- As a government service agency provider, learn how to use Service Bridge to receive and fulfill service requests from the service catalog from your provider instance.
Document Processor -- The Public Sector Digital Services integration with the Financial Services Operations Document Processor enables other Public Sector applications to collect and verify documents that are used in workflows across the Public Sector workspace.
Analytics and Reporting -- Platform Analytics Solutions contain prepackaged Platform Analytics content for use with other ServiceNow AI Platform products. Finish the following sentence with a short statement on the business use case for this Solution. For example: This Analytics and Reporting Solution helps you track trends in incidents and plan your incident management strategy going forward.This Platform Analytics Solution provides KPIs and benchmarks to measure the government services provided to constituents.
Constituent Service dashboard -- Use this dashboard to monitor the health of citizen services, gain insights on how efficiently government cases are handled, and assess the overall performance of services offered.
Performance Overview -- Use the Public Services Performance Overview dashboard to assess key performance indicators and data visualizations on public services offered to and requested by constituents, businesses, and agencies.
Reference -- Reference topics provide additional information about Public Sector Digital Services.
Data Model -- Learn about the Public Sector Digital Services application by viewing data model and role relationship diagrams. These diagrams show the relationships between the tables and roles within the application and provide an overall picture of how the Public Sector Digital Services application operates.
Core -- Public Sector Digital Services Core application provides a framework to enable institutions to organize and manage their data effectively to meet their business needs. This section introduces Public Sector Digital Services Core and explains its purpose and key data design components.
Core Tables and Flows -- This section describes the tables and flows installed with the Public Sector Digital Services Core application and shows how they store and manage information.
Service Request -- This section outlines the Service Request Playbook data model and the tables installed with the Service Request application.
Service Request Tables -- This section describes the tables installed with the Service Request Playbook application and shows how they store and manage information.
Information Request -- This section outlines the Information Request data model and the tables installed with the Information Request application.
Information Request Tables -- This section describes the tables installed with the Information Request Playbook application and shows how they store and manage information.
License and Permit -- This section outlines the License and Permit data model and the tables installed with the License and Permit application.
License and Permit Tables -- This section describes the tables installed with the License and Permit Playbook application and shows how they store and manage information.
Social Benefits -- This section outlines the Social Benefits data model and the tables installed with the Social Benefits application.
Social Benefits Tables -- This section describes the tables installed with the Social Benefits Playbook application and shows how they store and manage information.
Grants Management -- This section outlines the Grants Management data model and the tables installed with the Grants Management application.
Grants Management Tables -- This section describes the tables installed with the Grants Management application and shows how they store and manage information.
Investigative Case Management -- This section outlines the Investigative Case Management data model and the tables installed with the Investigative Case Management application.
Investigative Case Management Tables -- This section describes the tables installed with the Investigative Case Management application and shows how they store and manage information.
Service Applicant -- This section outlines the Service Applicant data model and the Service Applicant Information and Service Applicant Program Management tables that are installed.
Service Applicant Information Tables -- This section describes the tables installed with the Service Applicant Information plugin and shows how they store and manage information. The Service Applicant Information plugin tables focus on capturing detailed applicant data for eligibility assessments, and enable the addition of any supplementary applicants (either constituents or business contacts) to a case or application.
Service Applicant Program Management Tables -- This section describes the tables installed with the Service Applicant Program Management plugin and shows how they store and manage information.
Core Role Relationships -- The following diagram shows the core role relationships within the Public Sector Digital Services application. Use this diagram to understand how each role is related to the other roles within the application.
Components and roles installed -- Several types of components such as tables, user roles, and flows are installed when you activate the Public Sector Digital Services Core plugin.
Roles installed -- The Public Sector Digital Services application uses roles to provide access to information, identify internal and external users, and establish different types of relationships between users. These roles control access to public sector data through UI-based features such as forms and lists.
Properties installed -- Use the system properties that are added with the activation of the Public Sector Digital Services application to configure access control to application data.
Plugins installed -- These plugins are automatically installed with the following Public Sector Digital Services applications, if they are not already active.
Service Catalog -- The following services are base system public service catalog items offered in the Government Service Portal.
Life cycle of a Public Service case -- A public service request case within one of the three Public Sector Digital Services playbook applications can be in one of several states as it progresses through the fulfillment cycle.
Forms -- Use forms to view and update Public Sector Digital Services information.
Public Service Case Forms -- Agents can create case forms to display detailed information about questions, requests, and issues that constituents, business stakeholders, or agents have. Constituents, business stakeholders, or agents can also view the form to see the status of their requests and service cases.
Government Service Case form -- A government service agent creates a case to identify a constituent's request, and to track the activities related to resolving the issue. The Case form captures and displays detailed information about a constituent's issue or request.
Case form related lists -- A government service agent creates a case to identify a constituent's request, and to track the activities related to resolving the issue. The Case form captures and displays detailed information about a constituent's issue or request.
Service Request case form -- A government service agent can create a case using the Service Request case form to capture detailed information about questions, requests, and issues that constituents, business stakeholders, or agents have. Constituents, business stakeholders, or agents can also view the form to see the status of their requests and service cases.
Service Request Case Task form -- A government service agent can create a case using the Service Request case form to capture detailed information about questions, requests, and issues that constituents, business stakeholders, or agents have. Constituents, business stakeholders, or agents can also view the form to see the status of their requests and service cases.
Information Request case form -- A government agent can create a case by using the Information Request case form to capture detailed information about public record requests that constituents, business stakeholders, or other agents have. Constituents, business stakeholders, or agents can also view the form to see the status of their information requests.
Case form related lists -- A government agent can create a case by using the Information Request case form to capture detailed information about public record requests that constituents, business stakeholders, or other agents have. Constituents, business stakeholders, or agents can also view the form to see the status of their information requests.
Public Service Profile Forms -- Profile forms display detailed information about a constituent, agent, or business. This information is collected on registration for the Government Service Portal.
Business Profile form -- Use the Business Profile form in Public Sector Digital Services to capture and display the details about a business. You can add the name and address of the business owner, trademark status, industry information, partner records, or business structure.
Agency Profile form -- Use the Agency Profile form in the Public Sector Digital Services application to capture and display the details about an agency and the cases that they're involved in.
Constituent Profile form -- Use the Constituent Profile form in the Public Sector Digital Services application to display detailed information about a constituent, such as the name and address, date of birth, contact information, and language choice.
Grants Management reference -- Reference tables and forms for configuring and using Grants Management capabilities.
Grant proposal funding statuses -- Status values a grant proposal can hold during the Funding Allocation workflow, including the trigger, the responsible role, and whether the status is terminal.
App Dependencies -- The following is a list of required plugins and app dependencies for Grants Management.
Completeness rules by entity type -- While most entity record fields are not mandatory, each entity record contains a completeness field that tracks whether the record has sufficient data to be searchable within ICM. The following rules outline the minimum amount of information required for each entity record type to be considered complete.
Case details form -- The Investigative Case Management case details form help an investigator capture the preliminary information for an investigative case.
Entity Management forms -- Use forms to view and update information about entities linked to an investigative case.
Person form -- The Person form allows you to create a new person entity record within an investigative case, and capture as many identifiable details about the person as possible. The person entity will automatically link to the case, with options to link to another case, or another entity. Not all fields are mandatory, but a minimum amount of information is required for the record to be searchable within ICM.
Person status form -- A person associated with an investigative case can be put in one of several statuses based on how they have responded to the case. The following table outlines the statuses that are available for a person entity when adding that person to a case.
Location form -- The Location form allows you to create a new location entity record within an investigative case, and capture as many identifiable details about the location as possible. Not all fields are mandatory, but a minimum amount of information is required for the record to be searchable within ICM.
Location types form -- The following table is a list of all location types provided by default that are available for selection in the location entity dialog.
Event form -- The Event form allows you to create a new event entity record within an investigative case, and capture as many identifiable details about the event as possible. Not all fields are mandatory, but a minimum amount of information is required for the record to be searchable within ICM.
Vehicle form -- The Vehicle form allows you to create a new vehicle entity record within an investigative case, and capture as many identifiable details about the vehicle as possible. Not all fields are mandatory, but a minimum amount of information is required for the record to be searchable within ICM.
Property form -- The Property form allows you to create a new property record within an investigative case, and capture as many identifiable details about the property as possible. Not all fields are mandatory, but a minimum amount of information is required for the record to be searchable within ICM.
Organization form -- The Organization form allows you to create a new organization entity record within an investigative case, and capture as many identifiable details about the organization as possible. Not all fields are mandatory, but a minimum amount of information is required for the record to be searchable within ICM.
Firearm form -- The Firearm form allows you to create a new firearm entity record within an investigative case, and capture as many identifiable details about the firearm as possible. The firearm entity will automatically link to the case, with options to link the entity to another case, or another entity. Not all fields are mandatory, but a minimum amount of information is required for the record to be searchable within ICM.
Evidence Management forms -- Use forms to view and update information about evidence linked to an investigative case.
Evidence form fields -- Use this form when creating a new evidence record within an Investigative Case Management case.
Evidence entity form -- Use this form when linking an existing entity to an evidence record within an Investigative Case Management case.
Portal Widget Library -- Configurable Portal widgets provide you with the ability to configure the behavior, content, and layout of the GDS Service Portal by configuring widget settings and instance options.
Now Assist for PSDS -- With the Now Assist for Public Sector Digital Services (PSDS) application, your agents can use generative AI to summarize the details and comment activity of each public service case to get the context of the case.
Explore -- With the Now Assist for Public Sector Digital Services (PSDS) application, your agents can use AI capabilities to perform various tasks on a government service case.
Generative AI skills -- With the Now Assist for Public Sector Digital Services (PSDS) application, your agents can use generative AI skills to perform various tasks on a government service case.
Document screening -- Document Screening Al Skill is an Al-powered capability powered by NowAssist for Document Intelligence and available through Now Assist for PSDS.
Chat Summarization -- Use the chat summarization feature in Now Assist to automatically generate summaries of chat conversations in Virtual Agent. The chat summary enables an agent to quickly gain an understanding of the interaction without reading the entire transcript of the conversation, and saves your requester from having to repeat the same information they provided to the Virtual Agent.
AI Search -- The AI Search index stores data from Platform records, Knowledge Base articles, or external sources, and makes that data available for agents to search in the CSM Configurable Workspace. An admin can configure where the data is pulled from. Search query features use ServiceNow AI Platform technologies to improve the search user experience.
Configure -- If you have the admin role, you can configure the Now Assist for Public Sector Digital Services (PSDS) application so that your agents and managers can use the generative-AI skills in CSM Configurable Workspace and in Core UI.
Install -- Install required plugins and enable Now Assist for Public Sector Digital Services (PSDS) to configure and use generative AI skills in Configurable Workspace, Playbooks, and Core UI.
Activate Now Assist skills -- Configure the triggers, settings, and display locations for Now Assist skills to enable GenAI capabilities across the Public Sector Digital Services agent platform.
Document screening -- Activate the Document screening Al skill to use Now Assist for PSDS gen-AI to screen documents in the Social Benefits Playbook, classifying document types, validating them against what's expected for the case, flagging issues and providing clear explanations, and giving agents Al-composed messages to send back to constituents with specific resubmission instructions.
Investigative case summarization -- Activate and customize the Investigative case summarization skill in the Now Assist for Public Sector Digital Services (PSDS) application so that investigators can use the generative AI skills in CSM Configurable Workspace and in Public Sector Digital Services Core UI.
Investigative case narrative refinement -- Activate and customize the Investigative case narrative refinement skill in the Now Assist for Public Sector Digital Services (PSDS) application so that investigators can use the generative AI skills in CSM Configurable Workspace.
Government case summarization -- Activate and customize the Government case summarization skill in the Now Assist for Public Sector Digital Services (PSDS) application so that government service agents can use the generative AI skills in CSM Configurable Workspace and in Public Sector Digital Services Core UI.
Chat summarization -- Activate and configure the Now Assist for Public Sector Digital Services (PSDS) skill so that agents can use the generative AI skills in CSM Configurable Workspace and in Public Sector Digital Services Core UI.
AI search -- Activate the Now Assist in AI Search application to extract actionable Q&A Genius Result answers from knowledge articles found in the Service Portal, Virtual Agent, Employee Center, and global searches using generative AI.
Configure AI Search Profiles -- You can enable AI Search users to search content and metadata from documents in all or part of the knowledge bases, external repositories, and remote tables.
Create a search profile -- You can enable AI Search users to search content and metadata from documents in all or part of the knowledge bases, external repositories, and remote tables.
Link a search source to a search profile -- You can enable AI Search users to search content and metadata from documents in all or part of the knowledge bases, external repositories, and remote tables.
Publish a search profile -- You can enable AI Search users to search content and metadata from documents in all or part of the knowledge bases, external repositories, and remote tables.
Activate AI Agents -- Configure and activate standalone AI agents to perform various tasks.
Skill inputs -- Use the inputs and triggers for each skill to configure how and when a skill is used.
Use generative AI skills -- You can use various generative AI skills with the Now Assist for Public Sector Digital Services (PSDS) application.
Screen an uploaded document type -- Use Now Assist for PSDS gen-AI to screen documents in the Social Benefits Playbook, classifying document types, validating them against what's expected for the case, flagging issues and providing clear explanations, and giving agents Al-composed messages to send back to constituents with specific resubmission instructions.
Summarize a government case -- Generate a summary from the fields that you selected on the case record to help you quickly understand the case context by using the case summarization skill in the Now Assist for Public Sector Digital Services (PSDS) application.
Summarize an investigative case -- Generate a summary directly from the investigative case workspace to help you understand the case context using the investigative case summarization skill in the Now Assist for Public Sector Digital Services (PSDS) application.
Refine an investigative narrative -- Review text and surface gaps, inconsistencies, and tone issues before a case narrative is submitted for supervisory review.
Summarize a chat interaction -- Generate a summary of the Virtual Agent chat history and the chat conversation between a live agent and a customer using the chat summarization skill in Now Assist for Public Sector Digital Services (PSDS).
Use AI Search -- Agents can search for information with single turn Q&A using the AI Search feature in Now Assist for Public Sector Digital Services (PSDS).
Use agentic AI -- Use standalone agents to achieve specific automated outcomes with the Public Sector Digital Services AI Agent Collection application.
Use AI Agents in PSDS -- Use standalone agents to achieve specific automated outcomes with the Public Sector Digital Services AI Agent Collection application.