Public Sector Digital Services release notes
Summarize
Summary of Public Sector Digital Services release notes - Yokohama
The ServiceNow® Public Sector Digital Services application supports government agencies in delivering essential services such as public records, licenses, permits, and social services. The Yokohama release introduces new capabilities and enhancements designed to improve grant management, agency collaboration, and agent productivity through AI-powered tools. This release also includes updates to dashboards and integration features facilitating seamless multi-agency service delivery.
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Key Features
- Grants Management: Streamlines the grant application process with guided intake and screening, a self-service Grants Portal featuring save, resume, and export options, and guided program setup for grant managers to create, publish, and manage grant programs efficiently.
- Service Bridge for Public Sector Digital Services: Connects multiple ServiceNow instances to enable unified case collaboration, streamlined approval workflows for funding, and dynamic task management for crisis coordination across agencies, with secure, compliance-driven data sharing.
- Now Assist Chat Summarization: Utilizes generative AI to automatically generate concise chat summaries from customer-agent interactions, auto-populating case records to assist agents in quickly understanding key discussion points and facilitating case resolutions.
- Constituent Service Dashboard Migration: The dashboard has been moved to the Next Experience Platform Analytics, offering role-based, real-time, and historical analytics to empower stakeholders with actionable insights for decision-making.
Key Outcomes
- Government agencies can efficiently manage and track grants, improving citizen access and program administration.
- Multi-agency collaboration is enhanced through secure data sharing and unified workflows, supporting better service coordination and crisis response.
- Agents benefit from AI-driven chat summarization, reducing manual effort and improving case handling speed and accuracy.
- Enhanced analytics dashboards provide clear visibility into service performance and constituent engagement, supporting data-driven management.
Important Upgrade and Activation Information
- After upgrading to Yokohama, some public sector menu labels in the CSM Configurable Workspace revert to default Customer Service Management names; these can be manually relabeled via guided setup.
- Public Sector Digital Services applications must be installed through the ServiceNow Store by submitting a request; proper installation guidance is available to ensure correct configuration.
Related ServiceNow Applications
- Customer Service Management (CSM): Facilitates collaboration and problem resolution within customer service organizations.
- CSM Configurable Workspace: Provides agents with tools to research information, respond to public inquiries, and manage cases effectively.
- Now Assist: Employs generative AI to enhance productivity through proactive conversational experiences.
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 Yokohama release.
Public Sector Digital Services highlights for the Yokohama release
- Review requests for grants, and create new grant programs using Grants Management.
- Connect multiple ServiceNow instances to provide seamless support and service experiences across the Public Sector using for Service Bridge for Public Sector Digital Services.
- Utilize the Chat summarization skill, powered by Now LLM Service, to auto-generate chat summaries for customer-agent interactions in the Now Assist for Public Sector Digital Services (PSDS) application.
See Public Sector Digital Services for more information.
Important information for upgrading Public Sector Digital Services to Yokohama
After the upgrade, certain public sector menus and menu items in the 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 Yokohama release
- Grants Management
- Simplify and streamline Grant application intake and screening with Grants Management: Intake and Screening, a part of Grants Management. Improve self-service with a Grants Portal that streamlines finding, applying for, and tracking grants, with added features such as guided intake, and a save, resume, and export functionality. Set up and manage grant programs easily with guided steps using Grants Management: Program Set Up, which guides grant program managers through the process of creating, publishing, and managing grant programs.
- Communicate and share citizen and agent data securely between agencies using Service Exchange for Public Sector Digital Services
- Connect multiple ServiceNow instances to provide seamless support and service experiences across the Public Sector using Service Bridge for Public Sector Digital Services. Service Bridge enables unified case collaboration across agencies, streamlined approval workflows for funding distribution, and real-time crisis coordination with dynamic task management. Agencies can share citizen & agency data securely through compliance-driven access.
- Post-chat summarization in Now Assist for Public Sector Digital Services (PSDS)
- Condense chat records into short summaries using the chat summarization skill in the Now Assist for PSDS application. Agents can use the chat summarization skill to generate chat records for a case, auto-populate the chat summary into the Interaction section of the case record, and obtain a summary of the main points discussed during the chat, helping them propose a case resolution. The Now Assist for PSDS application brings generative AI chat summarization to Public Sector Digital Services.
Changed in this release
- Constituent Service Dashboard Migration to Platform Analytics
- The Constituent Service Dashboard has been migrated to Next Experience Platform Analytics. Next Experience is a ServiceNow AI Platform® feature that is active by default when the user loads or upgrades to the Yokohama release. The dashboard migration to Next Experience enables you to visualize historical and real-time process statistics in role-based dashboards, which enable individual stakeholders to make informed decisions. The new dashboard can be accessed by navigating to .
Activation information
Install Public Sector Digital Services applications by requesting them from the ServiceNow Store. For details on installing the applications, see Configuring Public Sector Digital Services. Visit the ServiceNow Store website 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.