Self-service Portals for Public Sector Digital Services
Summarize
Summary of Self-service Portals for Public Sector Digital Services
Self-service portals enable constituents to navigate through public service requests effectively, including applications for licenses, permits, and social benefits. The Public Sector Digital Services application enhances these portals with features like knowledge articles, community forums, and case management tools. This empowers users to find solutions independently, reducing the need for direct agent intervention.
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Key Features
- Agent Workload Reduction: Allows constituents to resolve common issues themselves, minimizing incoming case volume for agents.
- Accessible Support Channels: Offers 24/7 access to support through an intuitive interface, leading to quicker resolutions.
- Centralized Knowledge Management: Ensures constituents receive consistent, accurate information through verified knowledge articles.
- Playbooks for Portals: Provides structured guidance for both constituents and agents, streamlining the case management process.
- Engagement Messenger: Facilitates access to third-party applications for constituents, ensuring they can find necessary services seamlessly.
- Service Catalogs: Allows constituents to request items or services easily and track their status through the portal.
- Knowledge Base: Empowers users to search for articles that address their inquiries or troubleshooting needs.
- Chat Support: Integrates a Virtual Agent to assist users through automated conversations and transition to live agents when necessary.
Key Outcomes
By utilizing self-service portals, constituents experience enhanced service efficiency, quicker resolution times, and greater visibility into their service requests. The guided intake process through playbooks allows users to save and resume applications, track their progress, and complete necessary tasks with ease. This leads to improved user satisfaction and a more effective service delivery overall.
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.
- Reduces agent workload
- Self-service enables constituents to resolve common issues on their own using knowledge articles, guided help, and virtual agents. This reduces the volume of incoming cases and enables support agents to focus on more complex, high-value interactions.
- Seamless access to self-service support channels
- Constituents can access support anytime through an intuitive portal, virtual agent, or knowledge base. Immediate access to information and automated assistance leads to faster resolution times and a more seamless support experience.
- Provides consistent and accurate answers
- Centralized knowledge management ensures that all constituents receive standardized and verified information. Knowledge articles and automated workflows deliver accurate, up-to-date solutions, minimizing confusion and repetitive requests.
Playbooks for Portals
Whether you're a government service agent or a constituent using the Government Service Portal or Grants Management Portal, you can use Public Sector Digital Services playbooks on service portals to complete the tasks and activities needed to resolve your requests. Playbooks on service portals (for constituents using the Government Service Portal or Grants Management Portal) integrates seamlessly into Playbooks for government service agents using the CSM Configurable Workspace, giving both parties the step-by-step guidance for the case flow process and the contextual information that you need to successfully complete each stage of the flow and its associated activities.
Guided intake with playbooks on service portals makes it effortless to fill out a form or provide information for a case. Playbooks offer a clear roadmap that indicates your progress in the submission process and the remaining steps that you need to complete. If needed, you can navigate back to a previous step, or use intuitive options and input controls that enable you to input information in a detailed manner. Additionally, you can save an application or intake form that is not yet ready for submission and resume work on it later.
This example shows the Playbooks on portal experience for applicants using the Grants Proposal Intake Playbook on the Grants Management Portal.
With Playbooks for Portals, you get a guided interface where you can take prompt actions on the pending tasks and activities that are related to your cases. You get the following key benefits using Playbooks for Portals:
- Enhanced experience. Follow the step-by-step process that has features, such as save and resume, where you can initiate work on a case and then resume it later.
- Decreased case resolution time. Track and complete the requested tasks promptly and accurately. You can get a faster case resolution with Playbooks for Portals.
- Increased visibility. Get visibility into the status of the case and get insights into the expected resolution time.
These playbooks are designed to guide you through the steps of the intake process. Within the playbooks, you can locate the tasks that are assigned to the case, view all ongoing activities with the associated actions, and do the actions on the assigned tasks. The activity stream for the case playbook enables you to track your progress. If it's available, you can also see the related information about the case.
The playbook includes multiple activities. You can see the activity stream against the case playbook, the task on the playbook, and the related information for the case as available. When using a playbook, you can do the following actions:
- View the activities outlined in the playbook.
- Select an activity and carry out the required tasks to complete it.
- See the status indicators that display the current state of each activity or step.
- See the check boxes and counters that indicate where you are in the workflow.
- Mark an activity as complete and proceed to the next activity or stage.
- Continue completing the stages and activities necessary to submit the case.
- Grants Management: Grants Proposal Playbook, Grants Workspace Playbook
- Service Request Playbook
- Information Request Playbook
Engagement Messenger
With the Engagement Messenger web application, constituents can access the information or services they need from your third-party web applications, even if they’re located outside of the ServiceNow environment.
To learn more about Engagement Messenger, see Configure Engagement Messenger for Playbooks.
Service catalog
With the Service Catalog capability, you can create service catalogs where constituents can request items, such as service offerings. You can enable constituents to request items from the portal by associating one or more service catalogs with the portal. Constituents can also track the status of open requests from the portal.To learn more about Service catalog, see.
Knowledge base
With the Knowledge Management capability, you can create knowledge bases with articles to share information with users on the portal. Constituents can search the knowledge bases for information, such as troubleshooting or task resolutions, to resolve issues and answer questions.
To learn more about searching the Knowledge base, see .
Chat
With the Virtual Agent platform capability, you can design and build automated conversations that help your constituents get the help that they need.
As constituents answer questions and select options presented by Virtual Agent, they’re directed to a self-service resource.
If constituents want to chat with an agent, Virtual Agent hands them off to a live agent. To provide this resource, use the Connect Support feature.
To learn more about chat, see Configuring the chat channel.