Service definitions for Public Sector Digital Services
Summarize
Summary of Service definitions for Public Sector Digital Services
Service definitions in Public Sector Digital Services are records that store detailed information about services provided to end users. They connect public services with case types, enabling the extension of service requests and case creation to support those services. Service definitions also allow configuration of support types to tailor the service experience based on constituent or business needs.
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They enable agencies to map public, information, or license and permit services to the services offered for resolving requests. By configuring case management processes such as case types, service definitions facilitate customized workflows that connect requesters with the appropriate service to resolve their claims.
Key Features
- Configure support types to display applicable services based on the service requested by constituents or businesses.
- Create and associate case types that support requested services.
- Automatically select case types based on the service or information requested, simplifying service request handling.
- Establish connections between requested public services and those offered, improving service delivery based on context.
- Integration with the Customer Service Case Types plugin, which activates automatically when the Public Sector Digital Services Core plugin is enabled.
- Replacement of previous service modeling tables (Services Offered and Services Received) with the Service Definition table to model all public services offered by governments, removing outdated fields and consolidating service modeling.
Service Definition Creation Tasks for Administrators
To create a service definition, administrators need to configure the following components:
- Service definition record for the new service.
- New view and view rule for the new service on the case type table.
- New flow triggered by case type record creation, which is essential for complex cases involving multiple tasks or subtasks.
- New record producer for end users to request the service through the service catalog.
Administrators can define available services, detail each public service offered, associate playbooks and service catalog items with services, link offered public services with each request, and automate case type selection for agents based on the selected service.
Service definitions are records used to store the details about a service provided to end users. By using a service definition, you can connect a public service with a case type to extend the types of services that can be requested, and the types of cases that can be created to support those services.
You can also configure the support types for those services.
Overview of a service definition
In addition to case types, you can use a service definition to create a customized process for connecting a requester with the service needed to resolve their claim. A service definition enables you to map a public service, information service, or license and permit service to the list of services your agency offers for resolving that request. When you create a service definition, you can configure the case management processes, such as the case types, for executing those services.
- Configure the support types for services so that applicable services are displayed based on the service requested by the constituent or business.
- Create the case types that support the requested services.
- Automatically select a case type that is based on the service or information type that a constituent or business is requesting.
With a service definition, you establish connections between the public services that are requested and those that are offered. By associating the relevant public services that are offered for the services requested, you can use a service definition to simply the service requests that are based on the constituent's context.
Service definitions are available with the Customer Service Case Types plugin (com.snc.csm_case_types) that is automatically activated when you enable the Public Sector Digital Services Core plugin.
- Type
- Status
- Number
- Period Start Date
- Period End Date
- Jurisdiction
- Category
- Subcategory
- Payment source
For more information on how to create a service definition, see Configure a service definition for Playbooks in Public Sector Digital Services.
Service definition tasks for administrators
- Service definition record that you create for the new service.
- New view and view rule that you create for the new service on the case type table.
- New flow that you create for the new service. This flow is triggered when a new record is created on the case type table. Flows are only needed for more complex use cases, such as the cases that have multiple tasks or subtasks.
- New record producer for an end-user requester to create through the service catalog.
- Define the available services.
- Define the details for each public service that is offered.
- Associate a playbook with a service.
- Associate a service catalog item with a service definition so that constituents or businesses can request this service directly.
- Associate the relevant public services that are offered with each request.
- Associate different services with different case types (This task automates the case type selection for the agents by the service that they select).