--- sourceDocument: Australia Public Sector sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/government-industry Release : - australia ft:locale : - pt-BR ft:publication_title : - Australia Public Sector ft:clusterId : - gvin bundleId : - gvin workflow : - Customer and Industry --- # Constituent Service dashboard # Constituent Service dashboard {#ariaid-title1} * Versão de lançamento: Australia * * Atualizado 12 de mar. de 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 min. de leitura Use this dashboard to monitor the health of citizen services, gain insights on how efficiently government cases are handled, and assess the overall performance of services offered. Figura 1. Constituent Service Dashboard Overview tab Figura 2. Constituent Service Dashboard Performance tab ## Required ServiceNow AI Platform roles {#constituent-services-dashboard__section_pwv_3vr_gtb} * sn_gsm.constituent_agent, required to view the dashboard widgets and data. * sn_gsm.constituent_admin, required to edit the dashboard. {#constituent-services-dashboard__ul_qwv_3vr_gtb} ## Access the Constituent Service dashboard {#constituent-services-dashboard__section_rwv_3vr_gtb} To open the dashboard, navigate to AllSelf-ServiceDashboardsConstituent Service. To open the dashboard, navigate to AllPlatform AnalyticsLibraryDashboards. ## Use cases {#constituent-services-dashboard__section_swv_3vr_gtb} For examples of how different people in your organization would use this dashboard, see these use cases.{#constituent-services-dashboard__table_twv_3vr_gtb__entry__2} | User | Dashboard use | |-|-| | Admin or agent | Creates and monitors cases from constituents to accelerate case resolution and increase customer satisfaction. Does the following: * Tracks cases that have been open for a period of time. * Monitors the number of cases for a certain type of service type. * Reviews the average closing time of cases for each service type. * Drills down into details of cases for specific service types. {#constituent-services-dashboard__ul_ltr_vmd_3tb} | | Government service manager | Monitors the health of government services. Tracks case resolution to drive improvements in service delivery processes and agent performance. | [Tabela 1. Constituent Services Dashboard Use cases] {#constituent-services-dashboard__table_twv_3vr_gtb} ## Indicators {#constituent-services-dashboard__section_uwv_3vr_gtb} Average response time for cases : Average hours for agents to respond to a new government case. This score is calculated by using this formula: \[\[GSM-Summed duration of FirstResponseTime\]\] / \[\[GSM-Number of Responded Cases\]\] GSM-Number of Open Cases : Number of open cases created daily. GSM-CSAT : Customer satisfaction score based on survey results. The score is calculated by using this formula: \[\[GSM_Number of satisfied customers (CSAT)\]\]/\[\[GSM_Number of CSAT survey respondents\]\]\*100. GSM-Average close time of cases : Average number of days to close cases. This score is calculated by using this formula: \[\[GSM-Summed duration of closed cases\]\] / \[\[GSM-Number of closed cases\]\] / 24. GSM-Average age of open cases : Average number of days that cases remain open. The score is calculated by using this formula: \[\[GSM-Summed age of open cases\]\] / \[\[GSM-Number of Open Cases\]\] / 24. Average resolution time of cases : Average number of days to resolve cases. The score is calculated using this formula: \[\[GSM_Summed duration of resolved cases\]\] / \[\[GSM_Number of resolved cases\]\] / 24 GSM-Case Average Response Time : Average length of time for an agent to respond to a case. The score is calculated using this formula: \[\[GSM-Summed duration of FirstResponseTime\]\]/\[\[GSM-Number of Responded Cases\]\]. GSM_Number of resolved cases : Daily count of government cases resolved. The goal for this indicator is to maximize the count. GSM-Number of closed cases : Daily count of closed cases. GSM-Number of Responded Cases : Daily count of cases to which agents responded. The following indicators are not shown directly on the dashboard but are used in calculating formulas: * GSM-Summed duration of closed cases (hours) * GSM-Summed duration of FirstResponseTime (hours) * GSM-Summed age of open cases * GSM-Summed duration of resolved cases (hours) {#constituent-services-dashboard__ul_ov4_jvn_blb} ## Breakdowns {#constituent-services-dashboard__section_vwv_3vr_gtb} * GSM-Account * GSM-Age * GSM-AssignedTo * GSM-AssignmentGroup * GSM-Category * GSM-Channel * GSM-Contact * GSM-Priority * GSM-Product * GSM-State {#constituent-services-dashboard__ul_wwv_3vr_gtb} ## Data visualizations {#constituent-services-dashboard__section_xwv_3vr_gtb} {#constituent-services-dashboard__table_ywv_3vr_gtb__entry__4} | Title | Type | Source table | Description | |-|-|-|-| | Open cases older than 30 days by stage and state | Pivot | Government Service Case \[sn_gsm_government_service_case\] | Detailed summary of open cases older than one month, arranged by stage and state. | | Open cases | Score | Government Service Case \[sn_gsm_government_service_case\] | Total number of unresolved government cases in the system. | | Cases opened per week | Line | Government Service Case \[sn_gsm_government_service_case\] | Weekly trend of new government cases opened. | | Open cases older than 30 days | Horizontal bar | Government Service Case \[sn_gsm_government_service_case\] | Distribution of government open cases older than 30 days. | | Unassigned cases | Score | Government Service Case \[sn_gsm_government_service_case\] | Total number of government cases not yet assigned to agents. | | Cases by case type | Pie | Government Service Case \[sn_gsm_government_service_case\] | Percentage of government cases by case type. | | Open cases by stage and state | Pivot | Government Service Case \[sn_gsm_government_service_case\] | Detailed summary of open government cases, arranged by stage and state. | | Cases closed per week | LineLine | Government Service Case \[sn_gsm_government_service_case\] | Weekly trend in government cases closed by agents. | | Open Cases by Priority | Horizontal bar | Government Service Case \[sn_gsm_government_service_case\] | Distribution of unassigned government cases by priority. | [Tabela 2. Constituent Services Dashboard Data visualizations] {#constituent-services-dashboard__table_ywv_3vr_gtb}