Case management for Public Sector Digital Services
Manage constituent requests, applications, and issues by creating cases, routing cases to agents and groups, and working toward resolution. With case management, you can provide your government service agents with the tools they need to evaluate cases, communicate with constituents, answer questions, and resolve issues.
Getting to know the case management process
Case management refers to the processes and activities designed to evaluate and address constituent issues, requests, and applications while managing effective communication. Case management enables you as a government service agency to engage with constituents, categorize and route cases, assign work to government service agents, and manage cases through resolution and reporting. Case management starts with case creation from an interaction, as constituents reach out through a number of communication channels including email, phone, chat, and the Government Service Portal.
The following diagram shows the case management process.
- Case workflows
- Case types
- Service definitions
- Playbooks
Case workflows
A case workflow is a series of steps and tasks that are involved in closing a case. By using a case workflow, you can automate systems to simplify your processes, track task completion, and accelerate case resolution..
To learn more about case workflows, see Life cycle of a Public Service case.
Case types
A case type is a collection of data and processes that are needed to resolve a specific type of issue. For example, case types are needed when a government agency has different processes for supporting constituents across multiple departments, agency locations, or service types. By using a case type, you can separate these processes through case applications that support each process.
To learn more about case types, see Government Service Case Types.
Service definitions
A service definition refers to a specific type of service request that your agents can offer to constituents for a case type. Service definitions establish a connection between the products, services, and case types so agents and constituents can quickly access the relevant case types.
To learn more about the service definitions, see Service Definitions.
Playbooks
Playbooks provide agents with a visual guide, including step-by-step guidance for the various tasks that the agents can use to resolve the specific type of service case. A playbook helps to improve agent productivity and the constituent experience by digitizing and automating complex agency service processes.
To learn more about playbooks, see Playbooks for Public Sector Digital Services.
Service Exchange
Service Bridge for Public Sector Digital Services (PSDS) allows agencies to connect multiple ServiceNow instances to provide support and service experiences across the Public Sector ecosystem, enabling coordination between multiple government service agencies and their constituents.
To learn more about Service Bridge for PSDS, see Service Exchange for Public Sector Digital Services.