Constituent Service dashboard
Use this dashboard to monitor the health of citizen services, gain insights on how efficiently government cases are handled, and assess the overall performance of services offered.
[Omitted image "constituent-service-overview-dboard-new.png"] Alt text: Constituent Services Overview tab that displays indicators and reports for constituent cases represented by various graphs and tiles.
[Omitted image "constituent-service-dboard-performance-new.png"] Alt text: Constituent Services Performance tab that displays KPIs and reports on open and closed cases represented by line and bar graphs.
Required ServiceNow AI Platform roles
- sn_gsm.constituent_agent, required to view the dashboard widgets and data.
- sn_gsm.constituent_admin, required to edit the dashboard.
Access the Constituent Service dashboard
To open the dashboard, navigate to All > Platform Analytics > Library > Dashboards.
Use cases
For examples of how different people in your organization would use this dashboard, see these use cases.
|
User |
Dashboard use |
|---|---|
|
Admin or agent |
Creates and monitors cases from constituents to accelerate case resolution and increase customer satisfaction. Does the following:
|
|
Government service manager |
Monitors the health of government services. Tracks case resolution to drive improvements in service delivery processes and agent performance. |
-
Average response time for cases
Average hours for agents to respond to a new government case. This score is calculated by using this formula: [[GSM-Summed duration of FirstResponseTime]] / [[GSM-Number of Responded Cases]]
-
GSM-Number of Open Cases
Number of open cases created daily.
-
GSM-CSAT
Customer satisfaction score based on survey results. The score is calculated by using this formula: [[GSM_Number of satisfied customers (CSAT)]]/[[GSM_Number of CSAT survey respondents]]*100.
-
GSM-Average close time of cases
Average number of days to close cases. This score is calculated by using this formula: [[GSM-Summed duration of closed cases]] / [[GSM-Number of closed cases]] / 24.
-
GSM-Average age of open cases
Average number of days that cases remain open. The score is calculated by using this formula: [[GSM-Summed age of open cases]] / [[GSM-Number of Open Cases]] / 24.
-
Average resolution time of cases
Average number of days to resolve cases. The score is calculated using this formula: [[GSM_Summed duration of resolved cases]] / [[GSM_Number of resolved cases]] / 24
-
GSM-Case Average Response Time
Average length of time for an agent to respond to a case. The score is calculated using this formula: [[GSM-Summed duration of FirstResponseTime]]/[[GSM-Number of Responded Cases]].
-
GSM_Number of resolved cases
Daily count of government cases resolved. The goal for this indicator is to maximize the count.
-
GSM-Number of closed cases
Daily count of closed cases.
-
GSM-Number of Responded Cases
Daily count of cases to which agents responded.
The following indicators are not shown directly on the dashboard but are used in calculating formulas:
- GSM-Summed duration of closed cases (hours)
- GSM-Summed duration of FirstResponseTime (hours)
- GSM-Summed age of open cases
- GSM-Summed duration of resolved cases (hours)
Breakdowns
- GSM-Account
- GSM-Age
- GSM-AssignedTo
- GSM-AssignmentGroup
- GSM-Category
- GSM-Channel
- GSM-Contact
- GSM-Priority
- GSM-Product
- GSM-State
Data visualizations
|
Title |
Type |
Source table |
Description |
|---|---|---|---|
|
Open cases older than 30 days by stage and state |
Pivot[Omitted image "pivot.svg"] Alt text: |
Government Service Case [sn_gsm_government_service_case] |
Detailed summary of open cases older than one month, arranged by stage and state. |
|
Open cases |
Score[Omitted image "single-score.svg"] Alt text: |
Government Service Case [sn_gsm_government_service_case] |
Total number of unresolved government cases in the system. |
|
Cases opened per week |
Line[Omitted image "line-trend.svg"] Alt text: |
Government Service Case [sn_gsm_government_service_case] |
Weekly trend of new government cases opened. |
|
Open cases older than 30 days |
Horizontal bar |
Government Service Case [sn_gsm_government_service_case] |
Distribution of government open cases older than 30 days. |
|
Unassigned cases |
Score[Omitted image "single-score.svg"] Alt text: |
Government Service Case [sn_gsm_government_service_case] |
Total number of government cases not yet assigned to agents. |
|
Cases by case type |
Pie |
Government Service Case [sn_gsm_government_service_case] |
Percentage of government cases by case type. |
|
Open cases by stage and state |
Pivot[Omitted image "pivot.svg"] Alt text: |
Government Service Case [sn_gsm_government_service_case] |
Detailed summary of open government cases, arranged by stage and state. |
|
Cases closed per week |
Line[Omitted image "line-trend.svg"] Alt text:Line |
Government Service Case [sn_gsm_government_service_case] |
Weekly trend in government cases closed by agents. |
|
Open Cases by Priority |
Horizontal bar |
Government Service Case [sn_gsm_government_service_case] |
Distribution of unassigned government cases by priority. |
---
title: Constituent Service dashboard
description: 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.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/government-industry/constituent-services-dashboard.html
release: brazil
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 4
breadcrumb: [Analytics and Reporting, Public Sector Digital Services \(PSDS\)]
---
# Constituent Service dashboard
Use this dashboard to monitor the health of citizen services, gain insights on how efficiently government cases are handled, and assess the overall performance of services offered.
\[Omitted image "constituent-service-overview-dboard-new.png"\] Alt text: Constituent Services Overview tab that displays indicators and reports for constituent cases represented by various graphs and tiles.
\[Omitted image "constituent-service-dboard-performance-new.png"\] Alt text: Constituent Services Performance tab that displays KPIs and reports on open and closed cases represented by line and bar graphs.
## Required ServiceNow AI Platform roles
- sn\_gsm.constituent\_agent, required to view the dashboard widgets and data.
- sn\_gsm.constituent\_admin, required to edit the dashboard.
## Access the Constituent Service dashboard
To open the dashboard, navigate to **All** > **Platform Analytics** > **Library** > **Dashboards**.
## Use cases
For examples of how different people in your organization would use this dashboard, see these use cases.
<table id="table_twv_3vr_gtb"><thead><tr><th>
User
</th><th>
Dashboard use
</th></tr></thead><tbody><tr><td>
Admin or agent
</td><td>
Creates and monitors cases from constituents to accelerate case resolution and increase customer satisfaction. Does the following:
- Tracks cases that have been open for a period of time.
- Monitors the number of cases for a certain type of service type.
- Reviews the average closing time of cases for each service type.
- Drills down into details of cases for specific service types.
</td></tr><tr><td>
Government service manager
</td><td>
Monitors the health of government services. Tracks case resolution to drive improvements in service delivery processes and agent performance.
</td></tr></tbody>
</table>## Indicators
- **Average response time for cases**
Average hours for agents to respond to a new government case. This score is calculated by using this formula: \[\[GSM-Summed duration of FirstResponseTime\]\] / \[\[GSM-Number of Responded Cases\]\]
- **GSM-Number of Open Cases**
Number of open cases created daily.
- **GSM-CSAT**
Customer satisfaction score based on survey results. The score is calculated by using this formula: \[\[GSM\_Number of satisfied customers \(CSAT\)\]\]/\[\[GSM\_Number of CSAT survey respondents\]\]\*100.
- **GSM-Average close time of cases**
Average number of days to close cases. This score is calculated by using this formula: \[\[GSM-Summed duration of closed cases\]\] / \[\[GSM-Number of closed cases\]\] / 24.
- **GSM-Average age of open cases**
Average number of days that cases remain open. The score is calculated by using this formula: \[\[GSM-Summed age of open cases\]\] / \[\[GSM-Number of Open Cases\]\] / 24.
- **Average resolution time of cases**
Average number of days to resolve cases. The score is calculated using this formula: \[\[GSM\_Summed duration of resolved cases\]\] / \[\[GSM\_Number of resolved cases\]\] / 24
- **GSM-Case Average Response Time**
Average length of time for an agent to respond to a case. The score is calculated using this formula: \[\[GSM-Summed duration of FirstResponseTime\]\]/\[\[GSM-Number of Responded Cases\]\].
- **GSM\_Number of resolved cases**
Daily count of government cases resolved. The goal for this indicator is to maximize the count.
- **GSM-Number of closed cases**
Daily count of closed cases.
- **GSM-Number of Responded Cases**
Daily count of cases to which agents responded.
The following indicators are not shown directly on the dashboard but are used in calculating formulas:
- GSM-Summed duration of closed cases \(hours\)
- GSM-Summed duration of FirstResponseTime \(hours\)
- GSM-Summed age of open cases
- GSM-Summed duration of resolved cases \(hours\)
## Breakdowns
- GSM-Account
- GSM-Age
- GSM-AssignedTo
- GSM-AssignmentGroup
- GSM-Category
- GSM-Channel
- GSM-Contact
- GSM-Priority
- GSM-Product
- GSM-State
## Data visualizations
<table id="table_ywv_3vr_gtb"><thead><tr><th>
Title
</th><th>
Type
</th><th>
Source table
</th><th>
Description
</th></tr></thead><tbody><tr><td>
Open cases older than 30 days by stage and state
</td><td>
Pivot\[Omitted image "pivot.svg"\] Alt text:
</td><td>
Government Service Case \[sn\_gsm\_government\_service\_case\]
</td><td>
Detailed summary of open cases older than one month, arranged by stage and state.
</td></tr><tr><td>
Open cases
</td><td>
Score\[Omitted image "single-score.svg"\] Alt text:
</td><td>
Government Service Case \[sn\_gsm\_government\_service\_case\]
</td><td>
Total number of unresolved government cases in the system.
</td></tr><tr><td>
Cases opened per week
</td><td>
Line\[Omitted image "line-trend.svg"\] Alt text:
</td><td>
Government Service Case \[sn\_gsm\_government\_service\_case\]
</td><td>
Weekly trend of new government cases opened.
</td></tr><tr><td>
Open cases older than 30 days
</td><td>
Horizontal bar
</td><td>
Government Service Case \[sn\_gsm\_government\_service\_case\]
</td><td>
Distribution of government open cases older than 30 days.
</td></tr><tr><td>
Unassigned cases
</td><td>
Score\[Omitted image "single-score.svg"\] Alt text:
</td><td>
Government Service Case \[sn\_gsm\_government\_service\_case\]
</td><td>
Total number of government cases not yet assigned to agents.
</td></tr><tr><td>
Cases by case type
</td><td>
Pie
</td><td>
Government Service Case \[sn\_gsm\_government\_service\_case\]
</td><td>
Percentage of government cases by case type.
</td></tr><tr><td>
Open cases by stage and state
</td><td>
Pivot\[Omitted image "pivot.svg"\] Alt text:
</td><td>
Government Service Case \[sn\_gsm\_government\_service\_case\]
</td><td>
Detailed summary of open government cases, arranged by stage and state.
</td></tr><tr><td>
Cases closed per week
</td><td>
Line\[Omitted image "line-trend.svg"\] Alt text:Line
</td><td>
Government Service Case \[sn\_gsm\_government\_service\_case\]
</td><td>
Weekly trend in government cases closed by agents.
</td></tr><tr><td>
Open Cases by Priority
</td><td>
Horizontal bar
</td><td>
Government Service Case \[sn\_gsm\_government\_service\_case\]
</td><td>
Distribution of unassigned government cases by priority.
</td></tr></tbody>
</table>**Parent Topic:**[Analytics and Reporting Solutions for Public Sector Digital Services](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/government-industry/psds-content-pack.md)
| title | Constituent Service dashboard |
| description | 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. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/government-industry/constituent-services-dashboard.html |
| release | brazil |
| topic_type | concept |
| last_updated | 2026-09-10 |
| reading_time_minutes | 4 |
| breadcrumb | Analytics and ReportingPublic Sector Digital Services \(PSDS\) |