Public Sector Digital Services release notes
The ServiceNow® Public Sector Digital Services application enables government agencies to provide citizens, businesses, and other agencies with important services such as public records, licenses, permits, and social services. Public Sector Digital Services was enhanced and updated in the Australia release.
Public Sector Digital Services highlights for the Australia release
- Consolidate the case narrative, evidence, entities, team assignments, investigative tasks, and related cases into a single record page with Investigative Case Management Foundation.
- Manage persons, property, vehicles, organizations, locations, and events, including specialized entity types like firearms with detailed identification, specifications, origin, and ballistic information, and link them to cases and to each other with Investigative Case Management Entity Management.
- Manage physical and digital evidence tied to investigative cases, with structure fields for collection details, source and context, security classification, and links to related entities such as persons, vehicles, locations, and organizations using Investigative Case Management Evidence Management.
- Synthesize narratives, entities, evidence, and activity history into a structured summary using Investigative Case Management Case Summarization.
- Validate large volumes of uploaded documents, verify information, flag issues, and highlight key details for case agents with the Document Screening Al Skill, used with Now Assist for Public Sector Digital Services (PSDS).
- Effortlessly set up and manage post-award activities, including agreements, performance milestones, deliverables, and disbursements, to streamline tracking and accountability.
- Enable grant program managers to set up and manage fund release schedules for each award, with various disbursement options and automated notifications about upcoming milestones or disbursement updates to awardees.
- Use the grant workspace to provide grant program managers a single place to create, update, and track all aspects of grant awards from start to finish.
- Enable applicants to view their awards in the My Awards tab of the Grants Management Portal, which includes active and closed awards. The portal provides a consolidated award workspace for awardees to track goals, deliverables, documents, milestones, and payment schedules.
See Public Sector Digital Services (PSDS) for more information.
Important information for upgrading Public Sector Digital Services to Australia
After the upgrade, certain public sector menus and menu items in CSM Configurable Workspace revert to their original CSM label names. You can relabel these items for public sector use by updating the labels for the Customer, Accounts, and Service Organizations UX list category records. For more details on relabeling, navigate to , and select .
New in the Australia release
- Investigative Case Management
- Create an investigative case from a lead, safety incident, inspection, or audit using Investigative Case Management. Investigative Case Management guides investigators through the process of organizing, tracking, and resolving investigations, developing case details, assigning investigators and team members, and track evidence with logging
and metadata. The following applications are available as part of Investigative Case Management:
- Investigative Case Management
- Investigative Case Management: Entity Management
- Investigative Case Management: Evidence Management
- Use Now Assist for Public Sector Digital Services (PSDS) Skills to create case narratives and screen documents
- Complete case narratives and make refinements to investigative case records using the Al Agents, part of the Public Sector Digital Services AI Agent Collection. Investigators can streamline case creation using the narrative creation AI agent to convert documents into ready-to-edit case narrative drafts, as well as edit, adjust tone, and regenerate narrative content for clarity and completeness.
- Document Screening AI Skill for Playbooks
- Validate large volumes of uploaded documents, verify information, flag issues, and highlight key details for case agents with the Document Screening Al Skill, used with Now Assist for Public Sector Digital Services (PSDS).
- Government Design System Content Pack
- Update the Government Service Portal to comply with regulations set forth by the GDS.UK for public services.
- Granular configuration admin roles
- Several new granular admin roles enable admins to complete administrative configuration tasks on the Public Sector Digital Services platform without requiring the full admin role. These granular access roles enable a high-level administrator to define and assign custom roles that contain only the specific permissions a user needs, decreasing the number of users with full administrative power over the instance. For more information on granular admin roles, see Granular admin roles.
UI changes
- Updated Coral theme
- The Coral theme has been improved to enhance usability across web, mobile, and portal experiences that use Next Experience and Core UI:
- A fully overhauled color system for smoother gradients and better contrast.
- Softer outlines and more rounded components for a modern, accessible look.
- A significantly improved dark mode with deeper blue tones for reduced eye strain.
- New AI gradient styles and subtle animations to highlight intelligent features.
- Smarter focus behavior that reduces visual clutter for mouse users.
- Enhancements to Constituent Service Portals
- UI Enhancements have been made to all Public Sector Digital Services constituent portals by replacing legacy widgets (for example, portal banners, data lists) with standardized, CSM Configurable Widgets and components. The update verifies backward compatibility, migration guidance, usage analytics, and provide training for admins, and also enables dynamic data rendering, and better filtering across service flows.
Changed in this release
- Enhancements to the grants management Workspace
Provides the grant program managers with a centralized view to create, update, and track awards throughout their life cycle. Award records are generated manually when both parties sign the grant agreement outside the platform.
From the workspace, you can view goals, manage milestones, team members, disbursement schedules, agreement documents, all in one place. A life-cycle stepper provides real-time progress visualization, while built-in validations and notifications help to ensure data accuracy and keep stakeholders informed of status changes and updates.- Enhancements to Grants Management portal
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Provide grant awardees with a secure, centralized access to their award information throughout the performance period. Awardees can use the My awards tab to view award details, team contacts, goals and deliverables, grant agreement documents, milestones, and disbursement schedules. An activity stream keeps awardees informed of important updates and work notes. Awardees can upload the required deliverables or financials against disbursement milestones. This intuitive portal experience helps awardees stay aligned with grant requirements, track progress toward milestones, and manage their responsibilities with minimal support.
- Enhancements to Grants Management: Program Setup
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- Grants Management Configure post-award: Grant agreement and performance milestones
Set up the post-award phase in Grants Management by configuring the grant agreement and signatories, performance milestones and deliverables, and the disbursement plan. Grant program managers can categorize and track milestones throughout the award life cycle and attach deliverables, designate reviewers, and manage resubmission workflows that improve accountability and performance measurement.
Grant program managers can also track results notices that are acknowledged by awardees and manually create awards for proposals that are acknowledged by the awardees.
- Grants Management Configure post-award: Disbursements
Provide grant program managers with a configurable, scheduled workflow to plan and manage fund releases for each award. The system supports multiple disbursement types (scheduled, reimbursement, lump sum, and custom) with flexible frequency options and enables grant program managers to link disbursement tasks directly to milestones or deliverables. System-generated schedules that are based on configured rules include notifications about upcoming and missed due dates, providing grant program managers with options to approve or reject deliverables, helping to ensure a transparent and auditable disbursement process.
- Grants Management Configure post-award: Grant agreement and performance milestones
Activation information
Install Public Sector Digital Services by requesting it from the ServiceNow Store. Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.