Public Sector Digital Services (PSDS)

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.

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.

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.

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.

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.

Install the Public Sector Digital Services Core application and configure various features used in the application.

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.

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.

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 the Information Request Administration 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 the License and Permit Administration 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.

Set up Public Sector Digital Services to enable government agents and service managers to provide government services to constituents, businesses, and other agencies.

Install the Service Request Administration 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 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.

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.

Modify the Government Service Portal to meet your needs, for example to set the portal branding.

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.

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.

Email notifications are automatically triggered by both the Government Service Portal and Service Request Administration 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.

Learn about Public Sector Digital Services (PSDS) features to help create a seamless support experience for constituents, businesses, internal agencies, and external agencies.

Funding programs organize and govern grant funding across multiple grant programs in Public Sector Digital Services.

Getting started.

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.

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.

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.

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.

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.

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.

You can install the Information Request Administration 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.

You can install the License and Permit Administration 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.

If you have the admin role, you can install the Service Request Administration 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.

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.

You can install the Public Sector Digital Services Core application (sn_gsm) if you have an admin role. The application includes demo data.

Several types of components such as tables, user roles, and flows are installed when you activate the Public Sector Digital Services Core plugin.

Extend the capabilities of Public Sector Digital Services and connect with other departments to assist with case resolution by integrating with other applications.

Use standalone agents to achieve specific automated outcomes with the Public Sector Digital Services AI Agent Collection application. ​

Use standalone agents to achieve specific automated outcomes with the Public Sector Digital Services AI Agent Collection application. ​

Configure the AI Agents to execute use cases and complete tasks autonomously in Public Sector Digital Services.

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 and customize the Investigative case summarization skill in the ServiceNow Otto 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.

Activate and customize the Investigative case narrative refinement skill in the ServiceNow Otto for Public Sector Digital Services (PSDS) application so that investigators can use the generative AI skills in CSM Configurable Workspace.

Configure the triggers, settings, and display locations for ServiceNow Otto skills to enable GenAI capabilities across the Public Sector Digital Services agent platform.

Activate the ServiceNow Otto 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.

If you have the admin role, you can configure the ServiceNow Otto for Public Sector Digital Services (PSDS) application so that your agents and managers can use the generative-AI skills in Public Sector Workspace and in Core UI.

Activate and customize the Government case summarization skill in the ServiceNow Otto for Public Sector Digital Services (PSDS) application. Government service agents can use the generative AI skills in CSM Configurable Workspace and in Public Sector Digital Services Core UI.

Activate and configure the ServiceNow Otto 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.

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 Public Sector 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.

Use the chat summarization feature in ServiceNow Otto for Public Sector Digital Services (PSDS) 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. This saves your requester from having to repeat information they provided to the Virtual Agent.

With the ServiceNow Otto for Public Sector Digital Services (PSDS) application, your agents can use generative AI skills to perform various tasks on a government service case.

With the ServiceNow Otto for Public Sector Digital Services (PSDS) application, your agents can use AI capabilities to perform various tasks on a government service case.

Install required plugins and enable ServiceNow Otto for Public Sector Digital Services (PSDS) to configure and use generative AI skills in Configurable Workspace, Playbooks, and Core UI.

Use the inputs and triggers for each skill to configure how and when a skill is used.

Use the case summarization skill in ServiceNow Otto for Public Sector Digital Services (PSDS) to generate a summary from selected case record fields.

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 ServiceNow Otto for Public Sector Digital Services (PSDS).

Agents can search for information with single turn Q&A using the AI Search feature in ServiceNow Otto for Public Sector Digital Services (PSDS).

You can use various generative AI skills with the ServiceNow Otto for Public Sector Digital Services (PSDS) application.

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.

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.

These plugins are automatically installed with the following Public Sector Digital Services applications, if they aren't already active.

These plugins are installed with Public Sector Digital Services Core, if they are not already active.

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.

Use the system properties that are added with the activation of the Public Sector Digital Services application to configure access control to application data.

As a government agent, you can add other business contacts or constituents to an information request application.

As a government agent, you can add other business contacts or constituents to a license or permit application.

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.

Document Screening Al Skill is an Al-powered capability built on ServiceNow Otto for Document Intelligence and available through ServiceNow Otto for PSDS.

Use ServiceNow Otto 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.

Activate the Document screening AI skill to use ServiceNow Otto for PSDS gen-AI to screen documents in the Social Benefits Playbook. The skill classifies document types, validates them against case requirements, and flags issues with clear explanations. Agents receive AI-composed messages to send to constituents with resubmission instructions.

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.

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.

After you configure a pricing configuration decision table, associate it with the License & Permit case type to append pricing configurations to that case type table.

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.

Configure and activate standalone AI agents to perform various tasks.

Extend the capabilities of Public Sector Digital Services.

Configure other agent tools such as Mobile Agent.

Roles control access to features, capabilities, and data in the Public Sector Digital Services application.

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.

Set up Advanced Work Assignment (AWA) to automatically route cases to the appropriate government service agents in Public Sector Workspace.

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.

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 communication channels such as chat, email, phone, virtual agent, and engagement messenger.

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.

Configure the case list page.

Customize and modify the GOV.UK Design System Service Portal to meet your needs.

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).

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.

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.

Display knowledge base content for UK constituents using the GDS Service Portal.

Control user access to components of the GOV.UK Design System Service Portal.

Set up GDS Service Portal pages to be public, or filter them by role.

Use the portal record on the platform UI to change components of your GDS Service Portal.

Configure the user profile page using widgets and widget instances, enabling UK citizens to view and manage their personal profiles, preferences, and activity history.

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.

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.

Use the Branding Editor to give the GDS Service Portal its own look and feel.

Configure widget security to verify that your GDS Service Portal widgets are being accessed only by the intended audience.

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.

By default, Grants Management comes with roles, personas, and responsibilities that can be assigned to existing users on the platform.

Configure the budget categories that appear in the Program budget activity of the playbook.

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.

As an agent or Grants Program manager, you can use 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.

Create an eligibility policy using Grants Management Eligibility Rules Engine​ to model eligibility rules that can be used to evaluate grants cases.

Create a knowledge article containing information on how merit reviewers are to score the proposals, known as a rubric.

Start scoring grant proposals based on your agency's preferences by creating a custom scoring framework.

Create a data collector within PaCE to use a set of data within a policy.

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.

Configure the export to PDF functionality so that grants program can export grants proposals directly to PDF.

Allow secure, controlled access for generating results letters.

Remove related parties from a proposal when an applicant removes key personnel or an authorized representative.

Enable publishing of grant programs and authorized representative activities.

Configure the foundational details of Grants Management.

You can control the display order of tabs on the Grant Program Record Page.

You can add or modify the tabs displayed on the Grant Program Record Page.

Set up and configure the details of a new grant program using Grants Management.

As an admin, you can configure various elements of the Grants Management Portal.

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.

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.

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 the eligibility framework engine, powered by PaCE, to allow agents to confirm whether an applicant is eligible for the specific grant being requested.

Understand the key personas involved in Grants Management and their responsibilities in supporting grants.

Grant Program Managers can define, categorize, and allocate the total program budget across budget categories and award types.

Control the visibility of the program lifecycle stepper on the Grant Program record page. The stepper is turned off by default and can be enabled at the instance level for deployments that follow a batch or competitive grant lifecycle.

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.

Add the people who will review and score the proposals for this program.

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.

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.

Set up an Archive Rule to automatically purge active grant cases and their associated data after a set period of time.

Grants Management currently only supports single-currency mode.

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.

Use the Service Catalog and the Service Catalog widgets to add or edit existing items to the GDS Service Portal catalog.

Associate the GDS Service Portal with one or more knowledge bases to display articles from this knowledge base in the portal widgets.

Use Knowledge Base widgets to build a knowledge base for your GDS Service Portal.

Create a catalog anchor landing page that lets constituents find a question-page journey on the GDS Service Portal.

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.

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.

Configurable page patterns are best-practice design solutions that combine reusable components to help users complete specific, goal-oriented actions through government services. By default, the GOV.UK Developer Toolkit comes with a pattern library that conforms to the Gov.UK Design System guidelines, and can be copied and used for specific user tasks. Use the base system example page included with the GDS Service Portal to get started configuring with patterns.

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 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.

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.

You can use base system widgets as-is in the GDS Service Portal, or you may clone them to suit your needs.

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.

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.

You can use base system widgets as-is in the GDS Service Portal, or you may clone them to suit your needs.

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.

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.

Add consumers as members of a household.

Create or update a household.

Staff members with the location agent role can create and manage cases for constituents and households.

Create a relationship between two constituents who are current members of the same household.

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.

By default, Investigative Case Management comes with roles, personas, and responsibilities that can be assigned to existing users on the platform.

Configuring case workspace data for Investigative Case Management.

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.

Configure responsibilities within a case, such as Crime Lab Technician, that can be assigned to users at the case level.

Extend the Property Index by adding a new field. This field can be used when logging property entity records.

As an admin, you can set up link analysis used to visualize the relationship between multiple components of a case.

Configure settings related to Entity Management in Investigative Case Management, such as adding or modifying entity display categories.

As an admin, you can add or remove relationship types used to classify the relationship between two entities in a case.

Configure settings related to Evidence Management, such as modifying evidence security classification levels, or configuring 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.

Configure the foundational details for Investigative Case Management.

Configure the rules for record completeness for each entity type.

Create and modify case classification codes and titles to organize and categorize the investigation types your agency handles.

Configure the terms and conditions that are displayed when investigators are asked to provide a signature before submitting a chain of custody log entry.

Integrate intelligence features to automate routine tasks and provide relevant content.

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.

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.

Configure Mobile Agent for the Information Request and Service Request Playbooks.

Configure agent workspaces and boost efficiency by optimizing interfaces, configuring playbooks, setting up case management and routing, and integrating tools for smooth case handling.

Configure product data for Public Sector Digital Services including product models, sold products, install base items, and installed products.

Use system properties to customize the Public Sector Digital Services application.

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 Grants Management Reviewer Service Portal for merit reviewers to track, score, and review grants proposals.

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.

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.

By default, Urban Planning & Permitting Administration comes with roles and personas that can be assigned to existing users on the platform.

Configure the foundational details for Urban Planning & Permitting Administration.

Install the Urban Planning & Permitting Administration application, which enables investigators and supervisors to initiate and manage land management cases, view the full context of a land management case, and get relevant recommendations.

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.

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.

The eligibility criteria in License and Permit Administration allows an agent to confirm whether an applicant is eligible for the specific license or permit requested.​

The eligibility criteria in Social Benefits Playbook allows an agent to confirm whether an applicant is eligible for the benefit program being requested.​

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 the preliminary verification checklist to determine if an applicant is eligible to begin an application for one or more social benefits.

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).

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.

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.

Create a case requesting public records from federal or state public agencies from the Government Service Portal in Public Sector Digital Services.

Request a license or permit from a government agency using the Government Service Portal.

If you're a government service agent, create a business record in Public Sector Workspace directly from a service request, interaction, or case when an incident is reported by a constituent, business, or business contact.

Create a service definition for use with Playbooks in Public Sector Digital Services.

Custom playbooks and service definitions enable you to customize the default Service Request Administration user experience to interact with your desired agency workflows. After creating a service definition, you can associate a playbook with the definition.

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 definition for use with the License and Permit Administration in Public Sector Digital Services.

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.

This section describes the tables and flows installed with the Public Sector Digital Services Core application and shows how they store and manage information.

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.

This section describes the tables installed with the Grants Management application and shows how they store and manage information.

This section outlines the Grants Management data model and the tables installed with the Grants Management application.

Understand the key personas involved in Investigative Case Management and their responsibilities in supporting investigations and operations.

This section describes the tables installed with the Investigative Case Management application and shows how they store and manage information.

This section outlines the Investigative Case Management data model and the tables installed with the Investigative Case Management application.

This section describes the tables installed with the Information Request Administration application and shows how they store and manage information.

This section outlines the Information Request data model and the tables installed with the Information Request application.

This section describes the tables installed with the License and Permit Administration application and shows how they store and manage information.

This section outlines the License and Permit data model and the tables installed with the License and Permit application.

This section describes the tables installed with the Social Benefits Playbook application and shows how they store and manage information.

This section outlines the Social Benefits data model and the tables installed with the Social Benefits application.

This section outlines the Service Applicant data model and the Service Applicant Information and Service Applicant Program Management tables that are installed.

This section describes the tables installed with the Service Request Administration application and shows how they store and manage information.

This section outlines the Service Request Playbook data model and the tables installed with the Service Request application.

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.

This section describes the tables installed with the Service Applicant Program Management plugin and shows how they store and manage information.

As an admin, you can use a price adjustment definition in the License and Permit Administration 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.

Configure the eligibility criteria questions for users beginning an application for social benefits.

A product model record is required in a license/permit case application.

The License and Permit Administration 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.

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.

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.

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.

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.

Investigators can use the Investigative Case Management Entity Management feature to manage all entities (persons, locations, vehicles, property, firearms, organizations) related to a case.

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.

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.

The Public Sector Urban Planning & Permitting Administration solutions workspaceis a process solution platform for government land management, designed to modernize property administration, streamline permitting workflows, and enable evidence-based urban planning decisions.

The Information Request Administration 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).

The License and Permit Administration provides an end-to-end workflow for handling requests for the license and permit that your agency offers, submitted by public sector end users.

The Service Request Administration provides an end-to-end workflow for handling non-emergency service requests submitted by public sector end users.

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.

Use forms to view and update Public Sector Digital Services information.

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.

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 Administration and License and Permit Administration.

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.

Status values a grant proposal can hold during the Funding Allocation workflow, including the trigger, the responsible role, and whether the status is terminal.

Reference tables and forms for configuring and using Grants Management capabilities.

After the Grant Program Director approves a Funding Allocation Request, release result notices to applicants individually or in bulk.

Review and approve Funding Requests submitted by a grant program manager and approve or reject the batch.

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.

As an admin, you can approve or reject the registration of a new business contact or organization, submitted through the Grants Management Portal.

Toggle the character count for form fields in the Grants Management to display the remaining number of characters available in the text field.

The Grants Management date validations hierarchy defines how funding timelines nest and relate to one another in the grants management system. All dates are validated in sequence to prevent scheduling conflicts and ensure conformance with funding program constraints.

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.

Constituents and business contacts can find, apply for, and track the status of their grant applications using the Grants Management Portal.

The program budget and award allocation step structures how Grant Program Managers define, categorize, and allocate the total program budget across budget categories and award types.

Budget categories.

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.

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.

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.