Roles installed with Public Sector Digital Services

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.

Persona-based Roles in Public Sector Digital Services

Roles and personas help you to understand the different roles involved in Public Sector Digital Services.

Public Sector Digital Services supports users with the following basic job functions (personas). Personas are defined as the individual roles that perform different tasks in Public Sector Digital Services.

The following graphic shows the most common personas used throughout Public Sector Digital Services. [Omitted image "PSDS_user_personas.png"] Alt text: Common Public Sector Digital Services personas

Job function	Description
Constituents	End user, such as citizens, visitors, residents, soldiers, veterans, etc. Constituents can: Request services from government agencies. Track resolution of requests.
Government case agents	Staff member of an agency, such as a constituent agent, business agent, agency agent, that delivers services to constituents or other agencies, and can requests services from other agencies. Agents can: Works on government service cases for all constituents. Can read, write, and update all government service cases and profile records. Can belong to specific teams or agencies. Can work on specific case types (for example Licenses or Unemployment).
Contributors	Business stakeholder or requester for constituents: Help constituents or businesses with services that they need. Submits requests on behalf of constituents and acts as proxy.
Admins	System administrator, who has access to all system features, functions, and data, regardless of security restraints. Admins can: Administers specific scoped apps built using different case types. Manages the information for constituents.
Business stakeholder	End user, such as business owner, business channel, or business partner. Business stakeholders can: Request services from government agencies. Track resolution of requests.
Business contact	An end user that is employed by a business. Business contacts can:- Request services from the government agencies Register and create a login Create and monitor cases Track the resolution of requests and all services received
Government service agency manager	Manager or leader of an agency that provides constituent and business services. Manages agents supporting constituent services: Administers services delivered to constituents, business stakeholders, and agency. Can read, write, update, and delete all government service cases. Can read, write, update, and delete all constituent, business, and agency records. Manages staff of agency and can override agent actions. Tracks the resolution of requests and improves service delivery and constituent satisfaction.

## Core Roles

Role title [name]	Description	Contains roles
constituent[sn_gsm.constituent]	Enables constituents to request services and manage their information, government service cases, and services received.	sn_install_base.sold_product_authorized_consumer sn_gsm.service_received_read_granular sn_customerservice.consumer sn_gsm.case_write_granular
constituent_agent[sn_gsm.constituent_agent]	Enables agents to perform the following actions:- Read, write, and update government service cases for all constituents. Read, write, and update constituent records.	sn_gsm.report_viewer sn_gsm.case_writer sn_gsm.service_offered_writer sn_customerservice.consumer_agent sn_gsm.constituent_writer interaction_agent
constituent_contributor[sn_gsm.constituent_contributor]	Enables users to request services and raise government service cases on behalf of any constituent.	sn_customerservice.consumer_contributor sn_gsm.contributor_creator sn_customerservice.case_authorized_contributor
constituent_admin[sn_gsm.constituent_admin]	Provides agents with admin access and enables them to create, read, update, and delete constituent records.	sn_gsm.constituent_writer
constituent_writer[sn_gsm.constituent_writer]	Provides agents with access to create, read, and update constituent records.	sn_gsm.constituent_viewer
constituent_viewer[sn_gsm.constituent_viewer]	Provides agents with read-only access to constituent records.	sn_customerservice.customer_data_viewer

Role title [name]	Description	Contains roles
business_contact[sn_gsm.business_contact]	Enables business stakeholders to request services and manage information, government service cases, and services received.	sn_customerservice.customer sn_install_base.sold_product_authorized_consumer sn_gsm.service_received_read_granular sn_gsm.case_write_granular
business_contact_admin[sn_gsm.business_contact_admin]	Provides a business stakeholder with admin access to a business account. This role has access to all the data within the business account.	sn_customerservice.customer_admin sn_gsm.business_contact
business_case_manager[sn_gsm.business_case_manager]	Enables a business stakeholder to manage government service cases for a business account and associated child accounts. This role can perform the following actions:- Create a case on behalf of another business contact. View a list of cases belonging to the business. Edit cases belonging to the business.	sn_customerservice.customer_case_manager sn_gsm.business_contact
business_contributor[sn_gsm.business_contributor]	Enables business stakeholders to request services and raise government service cases on behalf of any business.	sn_customerservice.relationship_contributor sn_gsm.contributor_creator sn_customerservice.case_authorized_contributor
business_partner[sn_gsm.business_partner]	Enables business partners to create, view, and edit government service cases from their own account or from a business account that they are associated with.	sn_customerservice.partner sn_gsm.business_contact
business_partner_admin[sn_gsm.business_partner_admin]	Provides a business stakeholder with admin access to a partner account. This user can access all the data within the partner account and the government service cases created by the partners.	sn_customerservice.partner_admin sn_gsm.business_partner sn_gsm.business_contact sn_gsm.business_contact_admin
business_agent[sn_gsm.business_agent]	Enables agents to perform the following actions:- Read, write, and update government service cases for all business accounts. Read, write, and update business records.	sn_gsm.report_viewer sn_gsm.case_writer sn_gsm.service_offered_writer sn_customerservice.consumer_agent sn_gsm.business_writer interaction_agent

Role title [name]	Description	Contains roles
agency_agent [sn_gsm.agency_agent]	Enables agency agents to create and fulfill government service cases for the businesses and business contacts associated with the agency.	sn_customerservice.svc_location_agent
agency_constituent_agent [sn_gsm.agency_constituent_agent]	Enables agency agents to create and fulfill government service cases for constituents and households associated with the agency.	sn_customerservice.svc_location_consumer_agent
agency_contributor[sn_gsm.agency_contributor]	Enables agency agents to request services and raise government service cases on behalf of the agency.	sn_customerservice.service_organization_contributor sn_gsm.contributor_creator sn_customerservice.case_authorized_contributor
agency_manager[sn_gsm.agency_manager]	Enables an agency manager to perform the following actions:- Create and update government service cases for constituents, households, business, and business contacts. Manage data for constituents and households associated with the agencies within the agency hierarchy. Manage data for businesses and business contacts associated with the agencies within the agency hierarchy.	sn_customerservice.svc_location_manager sn_gsm.agency_agent sn_gsm.agency_constituent_agent
agency_manager_contributor[sn_gsm.agency_manager_contributor]	Enables users to create, update, view, and approve cases. Allows them to register and remove staff across all agencies they manage.	"sn_gsm.business_contributor sn_gsm.government_agency_contributor sn_gsm.constituent_contributor sn_gsm.government_agency_contributor sn_gsm.agency_manager_core sn_customerservice.svc_location_manager_contributor"
relationship_manager[sn_gsm.agency_relationship_manager]	Enables users to view cases across all the external agencies where they have location_relationship_manager responsibility.	sn_bus_loc.location_relationship_manager sn_gsm.agency_manager_contributor
service_manager[sn_gsm.service_manager]	Enables a service manager to perform the following actions:- Manage all work performed by agents working on government service cases. Read, write, update, and delete all government service cases. Read, write, update, and delete all constituent, business, and agency records.	sn_gsm.service_offered_admin sn_gsm.service_offered_writer sn_gsm.constituent_agent sn_gsm.constituent_admin sn_gsm.business_agent

Role title [name]	Description	Contains roles
admin[sn_gsm.admin]	Provides a user with delegated admin access to scoped applications created on the Public Sector Digital Services platform.	sn_gsm.service_manager
service_offered_admin[sn_gsm.service_offered_admin]	Provides users with admin access and enables them to create, read, update, and delete services-offered records and services-received records.	sn_gsm.service_offered_writer
service_offered_admin[sn_gsm.service_offered_admin]		None
service_offered_writer[sn_gsm.service_offered_writer]	Provides users with access to create, read, and update services-offered records and services-received records.	sn_gsm.service_offered_viewer
service_offered_viewer[sn_gsm.service_offered_viewer]	Provides users with read-only access to services offered records and services-received records.	sn_customerservice.customer_data_viewer
case_writer[sn_gsm.case_writer]	Provides agents with access to create, read, and update government service cases.	sn_gsm.case_viewer
case_viewer[sn_gsm.case_viewer]	Provides agents with read-only access to government service cases.	None
contributor_creator[sn_gsm.contributor_creator]	Enables agents or business stakeholders to create government service cases and is included in the top-level contributor roles. This role can create cases but cannot view other cases.	None
relationship_agent[sn_gsm.relationship_agent]	Enables agents to work on government service cases for customers that they have relationship with.	sn_gsm.report_viewer sn_customerservice.relationship_agent
relationship_contributor[sn_gsm.relationship_contributor]	Enables business stakeholders to raise government service cases on behalf of customers that they have relationship with.	sn_customerservice.relationship_contributor sn_gsm.contributor_creator sn_customerservice.case_authorized_contributor

## Roles by Application

Note: Service Request Playbook does not contain roles that are separate from Public Sector Digital Services Core.

Role title [name]	Contains roles
admin[admin]	sn_up_core.admin sn_up_core.urban_planning_agent sn_up_core.urban_planning_agent sn_up_core.urban_planning_writer sn_up_core.urban_planning_reader
core_admin[sn_up_core.admin]	sn_up_core.urban_planning_agent sn_up_core.urban_planning_agent sn_up_core.urban_planning_writer sn_up_core.urban_planning_reader
agent[sn_up_core.urban_planning_agent]	sn_up_core.urban_planning_writer
writer[sn_up_core.urban_planning_writer]	sn_up_core.urban_planning_reader
reader[sn_up_core.urban_planning_reader]
interest_holder[sn_up_core.property_interest_holder]	sn_up_core.urban_planning_reader
csm_admin[sn_csm_up.admin]	sn_csm_up.agent sn_up_core.admin sn_up_core.urban_planning_agent sn_up_core.admin
csm_agent[sn_csm_up.agent]	sn_up_core.urban_planning_agent
csm_consumer[sn_csm_up.consumer]	sn_up_core.urban_planning_reader
csm_customer[sn_csm_up.customer]	sn_up_core.urban_planning_reader
csm_agency_agent[sn_csm_up.agency_agent]	sn_up_core.urban_planning_reader
lic_prmt.admin[sn_gsm_lic_prmt.admin]	sn_csm_up.admin sn_up_core.admin
constituent_agent[sn_gsm_lic_prmt.constituent_agent]	sn_csm_up.agent sn_up_core.urban_planning_agent
business_agent[sn_gsm_lic_prmt.business_agent]	sn_csm_up.agent sn_up_core.urban_planning_agent
agency_agent[sn_gsm_lic_prmt.agency_agent]	sn_csm_up.agent sn_up_core.urban_planning_agent
constituent[sn_gsm.constituent]	sn_csm_up.consumer sn_up_core.urban_planning_reader
business_contact[sn_gsm.business_contact]	sn_csm_up.customer sn_up_core.urban_planning_reader
government_agency_contributor[sn_gsm.government_agency_contributor]	sn_csm_up.agency_agent sn_up_core.urban_planning_reader

Role title [name]	Description	Contains roles
icm.investigator[sn_gsm_icm.investigator]	Provides users the ability to create and work on the investigative cases. It includes read access to all the cases and write access to the cases which are assigned to the investigator.	sn_gsm_icm.case_writer sn_gsm_icm.case_viewer sn_gsm_icm.entity_viewer sn_gsm_icm.entity_writer sn_gsm_icm.report_viewer sn_gsm.government_service_manager sn_gsm_icm.investigative_contributor
supervisory_agent[sn_gsm_icm.supervisory_agent]	Provides users the ability to create and work on investigative cases. It includes read access to all the cases and write access to the cases belonging to the user's assignment group.	sn_gsm_icm.investigator sn_gsm_icm.case_admin
special_agent[sn_gsm_icm.special_agent]	Provides users the ability to create and fulfill all cases.	sn_gsm_icm.investigator sn_gsm_icm.case_admin
expert_analyst[sn_gsm_icm.expert_analyst]	Provides read or write access to the cases where these users are team members of the case or assigned to a case task of the case.	sn_gsm_icm.case_viewer sn_gsm_icm.case_writer sn_gsm_icm.event_viewer sn_gsm_icm.entity_writer sn_gsm_icm.event_viewer
investigative_contributor[sn_gsm_icm.investigative_contributor]	Provides read or write access to the cases where these users are team members of the case or assigned to a case task of the case.	sn_gsm_icm.case_viewer sn_gsm_icm.case_writer sn_gsm_icm.event_viewer sn_gsm_icm.entity_viewer
case_viewersn_gsm_icm.case_viewer	Provides users read only access to Investigative Case records.	sn_gsm.case_viewer
entity_viewersn_gsm_icm.entity_viewer	Provides read access to all the investigative case management entities such as Person, Organization, Property, Vehicle, or Evidence.	None
event_viewersn_gsm_icm.event_viewer	Provides read access to all the investigative case management events.	None
report_viewersn_gsm_icm.report_viewer	Provides users access to view reports containing Information Request data.	sn_gsm.report_viewer
case_admin[sn_gsm_icm.case_admin]	Provides read and write access to all the investigative cases.	sn_gsm_icm.case_writer sn_gsm_icm.case_viewer sn_gsm_icm.event_writer sn_gsm_icm.entity_writer sn_gsm_icm.report_viewer
icm.admin[sn_gsm_icm.admin]	Provides delegated admin access to the investigative case management application.	sn_gsm_icm.supervisory_agent sn_gsm_icm.special_agent
case_task_agent[sn_gsm_icm.case_task_agent]	Provides read access for administrative purposes to cases where users are assigned to a case task of the case.	sn_gsm.case_task_agent
case_writersn_gsm_icm.case_writer	Provides users write only access to investigative case records that are assigned to the users or where the users are team members or where the case task of the case is assigned to the user.	sn_gsm.case_writer sn_gsm_icm.case_viewer
entity_writersn_gsm_icm.entity_writer	Provides write access to all the investigative case management entities like Person, Organization, Property, Vehicle or Evidence.	sn_gsm_icm.entity_viewer
event_writersn_gsm_icm.event_writer	Provides write access to all the events which the user has access to.	sn_gsm_icm.event_viewer

Role title [name]	Description	Contains roles
grant_admin sn_gsm_grnt_mgmt.grant_admin	Provides users with admin access and enables them to create, read, update, and edit grant proposals in the grant setup and proposals playbooks.	sn_gsm.admin sn_svc_appl_pgm_mg.grant_program_director
grant_program_director sn_gsm_grnt_mgmt.grant_director	Provides users with the grant program director role, which consists of the grant program manager and the government service manager roles.	sn_gsm_grnt_mgmt.program_manager sn_gsm.government_service_manager
external_reviewer[sn_gsm_grnt_mgmt.external_reviewer]	Enables merit review users to review and score grant proposals from within the Reviewer Service Portal.	sn_svc_appl_pgm_mg.resource_role_viewer sn_svc_appl_pgm_mg.milestone_viewer sn_svc_appl_pgm_mg.resource_mapping_viewer sn_svc_appl_pgm_mg.scoring_framework_attribute_writer sn_svc_appl_pgm_mg.business_calendar_entry_viewer sn_svc_appl_pgm_mg.resource_assignment_viewer sn_svc_appl_pgm_mg.scoring_framework_viewer sn_svc_appl_pgm_mg.planning_item_viewer
grant_case_writer sn_gsm_grnt_mgmt.case_writer	Provides users with access to create, read, and update grant management case records.	sn_gsm_grnt_mgmt.case_viewer sn_gsm.case_writer contract_manager
grant_case_viewer sn_gsm_grnt_mgmt.case_viewer	Provides users with read-only access to grant management case records.	sn_gsm.case_viewer decision_table_reader sn_gsm_grnt_mgmt.case_writer
grant_management_report_viewersn_gsm_grnt_mgmt.report_viewer	Enables users to view reports about the grants management playbooks.	None

Role title [name]	Description	Contains roles
License & Permits Install base writer[sn_gsm_lic_prmt.ib_writer]	Provides create, read, and write access to Install base items.	sn_gsm_lic_prmt.ib_writer
License & Permit Constituent Agent[sn_gsm_lic_prmt.constituent_agent]	Enables users to work on License & Permit cases for all constituents. It includes the ability to read/write/update all License & Permit cases and constituent records	sn_gsm.constituent_agent sn_gsm_lic_prmt.case_writer sn_gsm_lic_prmt.report_viewer sn_gsm_lic_prmt.ib_viewer sn_gsm_lic_prmt.manager
License & Permit Agency Manager[sn_gsm_lic_prmt.agency_manager]	Enables users to manage data for agencies in the manager's agency hierarchy.	sn_gsm.agency_manager sn_gsm_lic_prmt.agency_constituent_agent sn_gsm_lic_prmt.agency_agent
License & Permit Agency Constituent Agent[sn_gsm_lic_prmt.agency_constituent_agent]	Enables users to manage data for agencies in the constituent agent's agency hierarchy.	sn_gsm.agency_constituent_agent contract_manager decision_table_reader sn_gsm_lic_prmt.agency_manager
License & Permit Agency Manager Contributor[sn_gsm_lic_prmt.agency_manager_contributor]	Enables users to create, update, view, and approve cases. They can also register and remove staff across all agencies they manage.	sn_gsm_lic_prmt.business_contributor sn_gsm_lic_prmt.agency_relationship_manager sn_gsm_lic_prmt.constituent_contributor sn_gsm_lic_prmt.agency_contributor sn_gsm_lic_prmt.agency_manager_core sn_gsm.agency_manager_contributor
License & Permits Agency Manager Core[sn_gsm_lic_prmt.agency_manager_core]	Granular role to manage agency staff registrations and staff relationships with businesses, constituents, and households for all the agencies within the hierarchy.	sn_gsm.agency_manager_core contract_manager
License & Permit Agency Relationship Manager[sn_gsm_lic_prmt.agency_relationship_manager]	Enables users to view cases across all the external agencies where they have location_relationship_manager responsibility.	sn_gsm.agency_relationship_manager sn_gsm_lic_prmt.agency_manager_contributor
License & Permit Case Task Agent[sn_gsm_lic_prmt.case_task_agent]	Provides users the ability to create and fulfill License & Permit cases for the constituents and households in the agent's agency.	sn_gsm_lic_prmt.contributor_editor sn_gsm_lic_prmt.case_viewer sn_gsm.case_task_agent
License & Permit Case Viewer[sn_gsm_lic_prmt.case_viewer]	This role provides users read only access to License & Permit case records.	sn_gsm.case_viewer decision_table_reader sn_gsm_lic_prmt.case_writer sn_gsm_lic_prmt.case_task_agent
License & Permit Agency Business Agent[sn_gsm_lic_prmt.agency_agent]	Enables users to create and fulfill License & Permit cases for the accounts and contacts in the agent's agency.	sn_gsm.agency_agent contract_manager decision_table_reader sn_gsm_lic_prmt.agency_manager
License & Permit Business Agent[sn_gsm_lic_prmt.business_agent]	Provides users the ability to work on license and permit cases for business. It includes the ability to read, write, or update all license and permit cases and business records.	sn_gsm_lic_prmt.report_viewer sn_gsm_lic_prmt.case_writer sn_gsm.business_agent sn_gsm_lic_prmt.ib_viewer sn_gsm_lic_prmt.manager
License & Permits Install base admin[sn_gsm_lic_prmt.ib_admin]	This role provides create,read,write, and delete access to Install base items.	sn_gsm_lic_prmt.ib_writer sn_gsm_lic_prmt.manager
License & Permits Case Writer[sn_gsm_lic_prmt.case_writer]	This role provides users access to create, read and update License & Permits case records.	sn_gsm_lic_prmt.case_viewer sn_gsm.case_writer contract_manager sn_gsm_lic_prmt.business_agent sn_gsm_lic_prmt.constituent_agent
License & Permits Agency Manager Core[sn_gsm_lic_prmt.agency_manager_core]	Granular role to manage agency staff registrations and staff relationships with businesses, constituents, and households for all the agencies within the hierarchy.	sn_gsm.agency_manager_core contract_manager sn_gsm_lic_prmt.agency_manager_contributor sn_gsm_lic_prmt.agency_manager
License & Permits Contributor Creator[sn_gsm_lic_prmt.contributor_creator]	Enables users to create license and permit cases and is included in the top-level contributor roles. It only allows record creation but does not allow visibility to a record on its own.	sn_gsm.contributor_creator sn_gsm_lic_prmt.agency_contributor sn_gsm_lic_prmt.business_contributor sn_gsm_lic_prmt.constituent_contributor sn_gsm_lic_prmt.relationship_contributor
License & Permit Constituent contributor[sn_gsm_lic_prmt.constituent_contributor]	This role enables users to request for service and raise License & Permit cases on behalf of any constituent. This allow business stakeholders to act as a requestor on of behalf of customers.	sn_gsm.constituent_contributor sn_gsm_lic_prmt.contributor_creator sn_gsm_lic_prmt.agency_manager_contributor
License & Permit Business Contributor[sn_gsm_lic_prmt.business_contributor]	This role enables users to request for service and raise License & Permit cases on behalf of any business. This allow business stakeholders to act as a requester on of behalf of customers.	sn_gsm.business_contributor sn_gsm_lic_prmt.contributor_creator sn_gsm_lic_prmt.agency_manager_contributor
License & Permit Relationship Contributor[sn_gsm_lic_prmt.relationship_contributor]	Enables users to raise License & Permit cases on behalf of customers with whom they have relationships. This allows business stakeholder access to act as a requester on behalf of customers.	sn_gsm.relationship_contributors n_gsm_lic_prmt.contributor_creator
License & Permit Contributor Editor[sn_gsm_lic_prmt.contributor_editor]	Grants restrictive write access to the fields on the License and Permit Case form.	sn_gsm.contributor_creator sn_gsm_lic_prmt.case_task_agent
License & Permit Agency Contributor[sn_gsm_lic_prmt.agency_contributor]	Enables users to request service and raise License & Permit cases for their service organization (business location). This role is agnostic to internal and external.	sn_gsm.agency_contributor sn_gsm_lic_prmt.contributor_creator sn_gsm_lic_prmt.agency_manager_contributor

Role title [name]	Description	Contains roles
Social Benefits Case Viewer[sn_gsm_soc_bnfts.case_viewer]	This role provides users read only access to Social Benefits Case records.	sn_gsm.case_viewer decision_table_reader
Social Benefits Case Writer[sn_gsm_soc_bnfts.case_writer]	This role provides users access to create, read and update Social Benefits Case records.	sn_gsm_soc_bnfts.case_viewer sn_gsm.case_writer contract_manager
Social Benefits install base admin[sn_gsm_soc_bnfts.ib_admin]	This role provides create,read,write, and delete access to Install base items.	sn_gsm_soc_bnfts.ib_writer
Social Benefits install base read granular[sn_gsm_soc_bnfts.ib_read_granular]	Provides granular read access to issued Social Benefits.	sn_install_base.install_base_read_granular
Social Benefits install base viewer[sn_gsm_soc_bnfts.ib_viewer]	Provides read access to Install base items.	None
Social Benefits install base writer[sn_gsm_soc_bnfts.ib_writer]	Provides create, read and write access to Install base items.	sn_gsm_soc_bnfts.ib_viewer
Social Benefits Constituent Contributor[sn_gsm_soc_bnfts.constituent_contributor]	This role enables users to request service and raise Social Benefits cases on behalf of any constituent. This allows business stakeholders to act as a requestor on behalf of customers.	sn_gsm.constituent_contributor sn_gsm_soc_bnfts.contributor_creator
Social Benefits Contributor Creator[sn_gsm_soc_bnfts.contributor_creator]	Enables users to create Social Benefits cases and is included in the top-level contributor roles. It only allows record creation but does not allow visibility to a record on its own.	sn_gsm.constituent_contributor sn_gsm_soc_bnfts.contributor_creator
Social Benefits Contributor Editor[sn_gsm_soc_bnfts.contributor_editor]	Grants restrictive write access to the fields on the Social Benefits Case form.	sn_gsm.contributor_creator
Social Benefits Relationship Contributor[sn_gsm_soc_bnfts.relationship_contributor]	Enables users to raise Social Benefits cases on behalf of customers with whom they have relationships. This allows business stakeholder access to act as a requester on behalf of customers.	sn_gsm.relationship_contributor sn_gsm_soc_bnfts.contributor_creator
social_benefits_agency_agent[sn_gsm_soc_bnfts.agency_agent]	Provides users the ability to create and fulfill cases for the accounts and contacts in the agent's agency.	sn_gsm.agency_agent decision_table_reader contract_manager
social_benefits_agency_constituent_agent[sn_gsm_soc_bnfts.agency_constituent_agent]	Provides users the ability to create and fulfill cases for the constituents and households in the agent's agency.	decision_table_reader sn_gsm.agency_constituent_agent contract_manager
social_benefits_agency_contributor[sn_gsm_soc_bnfts.agency_contributor]	Enables users to request service and raise Social Benefits cases for their agency(business location). This role is agnostic to internal and external.	sn_gsm.government_agency_contributor sn_gsm_soc_bnfts.contributor_creator
social_benefits_agency_manager[sn_gsm_soc_bnfts.agency_manager]	Provides users the ability to manage data for agencies in the manager's agency hierarchy.	sn_gsm_soc_bnfts.agency_agent sn_gsm_soc_bnfts.agency_manager_core sn_gsm.agency_manager sn_gsm_soc_bnfts.agency_constituent_agent
social_benefits_agency_manager_contributor[sn_gsm_soc_bnfts.agency_manager_contributor]	Manage agencies and create a case for a business, household, or constituent at the agency or any child agency.	sn_gsm_soc_bnfts.agency_contributor sn_gsm_soc_bnfts.business_contributor sn_gsm_soc_bnfts.agency_manager_core sn_gsm_soc_bnfts.constituent_contributor sn_gsm.agency_manager_contributor
social_benefits_agency_manager_core[sn_gsm_soc_bnfts.agency_manager_core]	Granular role to manage agency staff registrations and staff relationships with businesses, constituents, and households for all the agencies within the hierarchy.	sn_gsm.agency_manager_core contract_manager
social_benefits_agency_relationship_manager[sn_gsm_soc_bnfts.agency_relationship_manager]	Manages and monitors all the activities performed by the agencies. It also acts as an internal point of contact for the agencies.	sn_gsm_soc_bnfts.agency_manager_contributor sn_gsm.agency_relationship_manager
social_benefits_business_agent[sn_gsm_soc_bnfts.business_agent]	Provides users the ability to work on Social Benefits cases for business. It includes the ability to read/write/update all Social Benefits cases and business records.	sn_gsm_soc_bnfts.case_writer sn_gsm_soc_bnfts.report_viewer sn_gsm.business_agent sn_gsm_soc_bnfts.ib_viewer
Social Benefits Case Task Agent[sn_gsm_soc_bnfts.case_task_agent]	Enables users to work on Social Benefits case tasks.	sn_gsm_soc_bnfts.case_viewer sn_gsm_soc_bnfts.contributor_editor sn_gsm.case_task_agent
Social Benefits Constituent Agent[sn_gsm_soc_bnfts.constituent_agent]	Provides users the ability to work on Social Benefits cases for all constituents. It includes the ability to read/write/update all cases and constituent records	sn_gsm_soc_bnfts.case_writer sn_gsm_soc_bnfts.report_viewer sn_gsm.constituent_agent sn_gsm_soc_bnfts.ib_viewer
Social Benefits Manager[sn_gsm_soc_bnfts.manager]	Provides users the ability to manage all work performed by agents working on Social Benefits cases (constituent and business). Users with this role have the ability to read/write/update/delete all Social Benefits cases and constituent/business records.	sn_gsm_soc_bnfts.ib_admin sn_gsm_soc_bnfts.business_agent sn_gsm.government_service_manager sn_gsm_soc_bnfts.constituent_agent sn_majorissue_mgt.major_issue_manager
Social Benefits Relationship Agent[sn_gsm_soc_bnfts.relationship_agent]	Enables users to work on Social Benefits cases only for customers with whom they have relationships.	sn_gsm_soc_bnfts.report_viewer decision_table_reader sn_gsm.relationship_agent contract_manager

Role title [name]	Description	Contains roles
Adminsn_gsm_info_req.admin	Provides delegated admin access to scoped applications created on the Information Request Playbook platform.	sn_gsm_info_req.manager sn_gsm.admin
Agency Agentsn_gsm_info_req.agency_agent	Provides users the ability to create and fulfill cases for the accounts and contacts in the agent's agency.	sn_gsm.agency_agent
Agency Constituent Agentsn_gsm_info_req.agency_constituent_agent	Provides users the ability to create and fulfill cases for the constituents and households in the agent's agency.	sn_gsm.agency_constituent_agent
Agency Contributorsn_gsm_info_req.agency_contributor	Enables users to request service and raise Information Request cases for their service organization (business location).	sn_gsm_info_req.contributor_creator sn_gsm.government_agency_contributor
Agency Managersn_gsm_info_req.agency_manager	Provides users the ability to manage data for agencies in the manager's agency hierarchy.	sn_gsm_info_req.agency_constituent_agent sn_gsm.agency_manager sn_gsm_info_req.agency_agent
Business Agentsn_gsm_info_req.business_agent	Provides users the ability to work on Information Request cases for business. It includes the ability to read, write, and update all Information Request cases and business records.	sn_gsm.business_agent sn_gsm_info_req.case_writer sn_gsm_info_req.report_viewer
Business Contributorsn_gsm_info_req.business_contributor	Enables users to request for service and raise Information Request cases on behalf of any business. This allow business stakeholders to act as a requester on of behalf of customers.	sn_gsm_info_req.contributor_creator sn_gsm.business_contributor
Case Task Agentsn_gsm_info_req.case_task_agent	Enables users to work on Information Request case tasks.	sn_gsm_info_req.case_viewer sn_gsm.case_task_agent sn_gsm_info_req.contributor_editor
Case Viewersn_gsm_info_req.case_viewer	Provides users read only access to Information Request Case records.	sn_gsm.case_viewer
Case Writersn_gsm_info_req.case_writer	Provides users access to create read and update Information Request Case records.	sn_gsm.case_writer sn_gsm_info_req.case_viewer
Constituent Agentsn_gsm_info_req.constituent_agent	Provides users the ability to work on Information Request cases for all constituents. It includes the ability to read, write, and update all Information Request cases and constituent records.	sn_gsm_info_req.case_writer sn_gsm_info_req.report_viewer sn_gsm.constituent_agent
Constituent Contributorsn_gsm_info_req.constituent_contributor	Enables users to request for service and raise Information Request cases on behalf of any constituent. This allows business stakeholders to act as a requestor on behalf of customers.	sn_gsm_info_req.contributor_creator sn_gsm.constituent_contributor
Contributor Creatorsn_gsm_info_req.contributor_creator	Enables users to create Information Request cases and is included in the top-level contributor roles. It only allows record creation but does not allow visibility to a record on its own.	sn_gsm.contributor_creator
Contributor Editorsn_gsm_info_req.contributor_editor	Grants restrictive write access to the fields on the Information Request Case form.	sn_gsm.contributor_editor
Request Managersn_gsm_info_req.manager	Provides users the ability to manage all work performed by agents working on Information Request cases (constituent and business). Users with this role have the ability to read, write, update, and delete all Information Request service cases and constituent or business records.	sn_majorissue_mgt.major_issue_manager sn_gsm_info_req.business_agent sn_gsm.government_service_manager sn_gsm_info_req.constituent_agent
Relationship Agentsn_gsm_info_req.relationship_agent	Enables users to work on Information Request cases only for customers with whom they have relationships.	sn_gsm.relationship_agent sn_gsm_info_req.report_viewer
Relationship Contributorsn_gsm_info_req.relationship_contributor	Enables users to raise Information Request cases on behalf of customers with whom they have relationships. This allows business stakeholder access to act as a requester on behalf of customers.	sn_gsm.relationship_contributor sn_gsm_info_req.contributor_creator
Report Viewersn_gsm_info_req.report_viewer	Provides users access to view reports containing Information Request data.	sn_gsm.report_viewer

Role title [name]	Description	Contains roles
Program Admin (sn_svc_appl_pgm_mg.admin)	Provides delegated admin access to scoped applications created on the Service Applicant Program Management platform	None
Grant Program Admin (sn_svc_appl_pgm_mg.grant_program_admin)	Provides access to all Grant Programs.	sn_svc_appl_pgm_mg.grant_program_writer
Grant Program Director (sn_svc_appl_pgm_mg.grant_program_director)	Provides access to all Grant Programs.	sn_gsm.government_service_manager sn_svc_appl_pgm_mg.grant_program_manager
Grant Program Writer (sn_svc_appl_pgm_mg.grant_program_manager)	Creates or updates Grant Programs if they are a part of.	sn_gsm.business_agent sn_svc_appl_pgm_mg.grant_program_writer sn_smart_asmt.assessment_admin sn_svc_appl_pgm_mg.planning_item_writer sn_svc_appl_pgm_mg.resource_mapping_writer sn_svc_appl_pgm_mg.scoring_framework_writer sn_svc_appl_pgm_mg.resource_assignment_writer sn_svc_appl_pgm_mg.milestone_writer sn_svc_appl_pgm_mg.resource_role_writer sn_gsm.goal_viewer sn_svc_appl_pgm_mg.business_calendar_entry_viewer sn_svc_appl_pgm_mg.pace_reader sn_pace.mapping_admin sn_svc_appl_pgm_mg.scoring_framework_attribute_writer
Grant Program Viewer (sn_svc_appl_pgm_mg.grant_program_writer)	Provides write access to Grant Program records.	sn_svc_appl_pgm_mg.grant_program_viewer sn_svc_appl_pgm_mg.planning_item_writer
Planning Item Writer (sn_svc_appl_pgm_mg.grant_program_viewer)	Provides read access to Grant Program records.	sn_svc_appl_pgm_mg.planning_item_viewer
Planning Item Viewer (sn_svc_appl_pgm_mg.planning_item_writer)	Provides write access to Planning Item records.	sn_svc_appl_pgm_mg.planning_item_viewer
Budget Allocation Writer (sn_svc_appl_pgm_mg.planning_item_viewer)	Provides read access to Planning Item records.	None
(sn_svc_appl_pgm_mg.budget_allocation_writer)	Provides write access to Budget Allocation records.	sn_svc_appl_pgm_mg.budget_allocation_viewer
(sn_svc_appl_pgm_mg.budget_allocation_viewer)	Provides read access to Budget Allocation records.	None
(sn_svc_appl_pgm_mg.milestone_writer)	Provides write access to Milestone records.	sn_svc_appl_pgm_mg.milestone_viewer
(sn_svc_appl_pgm_mg.milestone_viewer)	Provides read access to Milestone records.	None
Resource Assignment Writer (sn_svc_appl_pgm_mg.resource_assignment_writer)	Provides write access to Resource Assignment records.	sn_svc_appl_pgm_mg.resource_assignment_viewer
Resource Assignment Viewer (sn_svc_appl_pgm_mg.resource_assignment_viewer)	Provides read access to Resource Assignment records.	None
Informational Resource Mapping Writer (sn_svc_appl_pgm_mg.resource_mapping_writer)	Provides write access to Informational Resource Mapping records.	sn_svc_appl_pgm_mg.resource_mapping_viewer
Informational Resource Mapping Viewer (sn_svc_appl_pgm_mg.resource_mapping_viewer)	Provides read access to Informational Resource Mapping records.	None
Resource Role Writer (sn_svc_appl_pgm_mg.resource_role_writer)	Provides write access to Resource Role records.	sn_svc_appl_pgm_mg.resource_role_viewer
Resource Role Viewer (sn_svc_appl_pgm_mg.resource_role_viewer)	Provides read access to Resource Role records.	None
Scoring Framework Writer (sn_svc_appl_pgm_mg.scoring_framework_writer)	Provides write access to Scoring Framework records.	sn_svc_appl_pgm_mg.scoring_framework_viewer
Scoring Framework Viewer (sn_svc_appl_pgm_mg.scoring_framework_viewer)	Provides read access to Scoring Framework records.	None
Scoring Framework Attribute Writer (sn_svc_appl_pgm_mg.scoring_framework_attribute_writer)	Provides write access to Scoring Framework Attributes records.	sn_svc_appl_pgm_mg.scoring_framework_attribute_viewer
Scoring Framework Attribute Viewer (sn_svc_appl_pgm_mg.scoring_framework_attribute_viewer)	Provides read access to Scoring Framework Attributes records.	None
Business Calendar Entry Viewer (sn_svc_appl_pgm_mg.business_calendar_entry_viewer)	Provides read access to Business Calendar Entry and Business Calendar Entry Name tables.	None
Pace Reader (sn_svc_appl_pgm_mg.pace_reader)	Provides read access to PaCE records.	None
Report Viewer (sn_svc_appl_pgm_mg.report_viewer)	Provides users the access to view reports of Program records.	None

## Roles by Plugin

Role title [name]	Description	Contains roles
(sn_svc_appl_info.admin)	Provides delegated admin access to scoped applications created on the Service Application Information.	sn_svc_appl_info.point_in_time_content_admin sn_svc_appl_info.applicant_admin sn_svc_appl_info.financial_details_admin
(sn_svc_appl_info.applicant_admin)	Provides create,read,write and delete access to applicant records.	sn_svc_appl_info.applicant_writer
(sn_svc_appl_info.applicant_viewer)	Provides read access to applicant records.
(sn_svc_appl_info.applicant_writer)	Provides create,read and write access to applicant records.	sn_svc_appl_info.applicant_viewer
(sn_svc_appl_info.financial_details_admin)	Provides create,read,write and delete access to financial details records.	sn_svc_appl_info.financial_details_writer
(sn_svc_appl_info.financial_details_viewer)	Provides read access to financial details records.	None
(sn_svc_appl_info.financial_details_writer)	Provides create,read and write access to financial details records.	sn_svc_appl_info.financial_details_viewer
(sn_svc_appl_info.point_in_time_content_admin)	Provides create,read, write and delete access to point-in-time content records.	sn_svc_appl_info.point_in_time_content_writer
(sn_svc_appl_info.point_in_time_content_viewer)	Provides read access to point-in-time content records.	None
(sn_svc_appl_info.point_in_time_content_writer)	Provides create,read and write access to point-in-time content records.	sn_svc_appl_info.point_in_time_content_viewer
(sn_svc_appl_info.report_viewer)	Provides users the access to view reports on the Service Applicant Information platform.	None

|Role|Description|Persona| |----|-----------|-------| |sn\_pace.execution\_reader|A read-only user with view-only access. This user can view policies, categories, and executions.|Policy user, internal auditor.| |sn\_pace.code\_reader|Can review PaCE versions, policy code, and run tests.|Internal auditor| |sn\_pace.code\_editor|This user has all the sn\_pace\_code\_reader permissions plus the ability to create PaCE policy versions.|Policy developer| |sn\_pace.policy\_reader|This user has all the sn\_pace\_code\_reader permissions plus the ability to review policy details and mapping information.|Policy user, internal auditor| |sn\_pace.policy\_editor|This user has all the sn\_pace\_policy\_reader and sn\_pace.code\_editor permissions plus the ability to create policies and mappings.|Policy developer| |sn\_pace.mapping\_admin|This user can map policies and edit config parameters for policy mappings.|Mapping admin| |sn\_pace.admin|This user has the permissions of all the other roles plus the ability to create categories, policies, mappings, and code.|Policy admin| |sn\_pace.super\_admin|This user has all the sn\_pace.admin role permissions across all calling services.|Not applicable| |Maint role|Internal user who can create default content.|Not applicable|

Granular roles

You can use predefined functional and granular roles installed with Public Sector Digital Services to establish relationships between users and public sector entities. These functional and granular roles provide different levels of access to public sector data.

Functional roles: A set of roles required to perform a function or meaningful action that requires access on multiple entities.
Granular roles: Roles that provide access to cases, services used, and related public sector entities. One or more granular roles can be bundled together as a functional role.

A granular model controls access to data through UI-based interactions by granting the appropriate level of access to the corresponding public sector entities. With this functionality, each role is associated with a set of privileges or responsibilities that determine users' access to information via forms, lists, and application features. You can have fine-grained access control by setting granular policies that authorize individuals to access the information needed to work efficiently and effectively, ultimately helping improve the constituent experience.

Note: Role-based access controls govern UI interactions. They do not restrict access by users with system-level scripting privileges or elevated platform roles. These roles control access to public sector data through UI-based features such as forms and lists.

For example, if you extend the Government Service Case table or other tables in the Public Sector Digital Services app, you must replicate the access control lists for the extended tables. You can assign granular roles to public sector users to control access to those extended tables.

Role title [name]	Description	Contains roles
case_create_granular[sn_gsm.case_create_granular]	Provides constituents or business stakeholders with granular create access to government service cases.	sn_gsm.case_read_granular
case_read_granular[sn_gsm.case_read_granular]	Provides constituents or business stakeholders with granular read access to government service cases.	sn_customerservice.case_read_granular
case_write_granular[sn_gsm.case_write_granular]	Provides constituents or business stakeholders with granular write access to government service cases.	sn_gsm.case_create_granular sn_gsm.case_read_granular
service_received_read_granular[sn_gsm.service_received_read_granular]	Provides constituents or business stakeholders with granular read access to services-received records.	sn_install_base.sold_product_read_granular
License & Permits Install base read granular[sn_gsm_lic_prmt.ib_read_granular]	Provides granular read access to issued License and Permits.	sn_install_base.install_base_read_granular sn_gsm.business_contact sn_gsm.constituent
case_admin[sn_gsm_icm.case_admin]	Provides read and write access to all the investigative cases.	sn_gsm_icm.case_writer sn_gsm_icm.case_viewer sn_gsm_icm.event_writer sn_gsm_icm.entity_writer sn_gsm_icm.report_viewer

## Business Stakeholder Roles

Business Stakeholder for Public Sector Digital Services includes plugins and roles that provide access to business stakeholder features.

Admins with access to Business Stakeholder can provide Business Stakeholder users with the rights to the following actions:

Create cases on behalf of a business or an agency (service organization)
View cases, case tasks, and business data.
Approve requests.

Role	Description	Contains roles	Plugin	User type
Constituent contributor[sn_gsm.constituent_contributor]	Enables users to request services and raise government service cases on behalf of any constituent.	sn_customerservice.consumer_contributor sn_gsm.contributor_creator	com.sn_public_sector_digital_services_core	Internal and external
Business contributor[sn_gsm.business_contributor]	Enables business stakeholders to request services and raise government service cases on behalf of any business.	sn_customerservice.relationship_contributor sn_gsm.contributor_creator	com.sn_public_sector_digital_services_core	internal and external
Relationship contributor[sn_gsm.relationship_contributor]	Enables business stakeholders to raise government service cases on behalf of customers with which they have a relationship.	sn_customerservice.relationship_contributor sn_gsm.contributor_creator	com.sn_public_sector_digital_services_core	Internal and external

Role	Description	Contains roles	Plugin	User type
Agency contributor[sn_gsm.agency_contributor]	Enables agency agents to request services and raise government service cases on behalf of the agency.	sn_customerservice.service_organization_contributor sn_gsm.contributor_creator	Agency Support Model (com.sn_agency_support_model)	Internal and external
Social Benefits Business Contributor[sn_gsm_soc_bnfts.business_contributor]	Enables users to request service and raise Social Benefits cases on behalf of any business. This allows business stakeholders to act as a requester on behalf of customers.	sn_gsm.business_contributor sn_gsm_soc_bnfts.contributor_creator

Role	Description	Contains roles	Plugin	User type
Case viewer[sn_gsm.case_viewer]	Provides agents with read-only access to government service cases.	None	com.sn_public_sector_digital_services_core	Internal
Constituent viewer[sn_gsm.constituent_viewer]	Provides agents with read-only access to constituent records.	sn_customerservice.customer_data_viewer	com.sn_public_sector_digital_services_core	Internal
Business viewer[sn_gsm.business_viewer]		None	com.sn_public_sector_digital_services_core	Internal
Services offered viewer[sn_gsm.service_offered_viewer]	Provides users with read-only access to services offered records and services received records.	sn_customerservice.customer_data_viewer	com.sn_public_sector_digital_services_core	Internal
Government services received viewer[sn_gsm.service_received_viewer]	Provides users with read-only access to services received records.	None	com.sn_public_sector_digital_services_core	Internal

Role	Description	Contains roles
report_viewer[sn_gsm.report_viewer]	Enables users to view reports on the Public Sector Digital Services platform.	None
grant_management_report_viewersn_gsm_grnt_mgmt.report_viewer	Enables users to view reports about the grants management playbooks.	sn_gsm.report_viewer
License & Permit Report Viewer[sn_gsm_lic_prmt.report_viewer]	Enables users to view reports on the Public Sector Digital Services platform.	sn_gsm.report_viewer
social_benefit_report_viewer[sn_gsm_soc_bnfts.report_viewer]	Provides users access to view reports Social Benefits Playbook.	sn_gsm.report_viewer
(sn_svc_appl_info.report_viewer)	Provides users the access to view reports on the Service Applicant Information platform.	None

**Note:** Customers who have purchased a Public Sector Digital Services subscription can provide Business Stakeholder users with rights to actions listed under [Business Stakeholder for Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/customer-service-management/business-stakeholder-for-csm.md).

Parent Topic:Components and Roles installed with Public Sector Digital Services Core

title	Roles installed with Public Sector Digital Services
description	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.
locale	en-US
canonical_url	https://www.servicenow.com/docs/r/australia/government-industry/roles-installed-with-public-sector-digital-services.html
release	australia
topic_type	reference
last_updated	2026-03-12
reading_time_minutes	24
breadcrumb	Components and roles installedReferencePublic Sector Digital Services \(PSDS\)