A list of terms used throughout the Public Sector Digital Services documentation.

business location

The business location enables you to model internal and external organizational structures to support end users and provide agents the right level of visibility into constituent data and requests.

case

A record that is used to track and manage a specific constituent issue, request, or incident. It is used in resolving issues submitted through the Government Service Portal.

case task

Tasks created for additional work that needs to be completed as part of resolving a government service case.

constituent

An end-user, such as a citizen, resident, visitor, or veteran, that can request services from government agencies and track the outcomes and resolutions of those requests. Constituents are also known as requesters or users.

decision table

Decision tables provide a single point where you can create, view, and modify pricing and dependent attributes. Each factor is a decision input in these tables. For more information on decision tables, see Decision Tables.

install base item (IBI)

An install base item is any configuration item that has been made accessible to end-users. Public Sector Digital Services refers to these install base items as Items Received.

product model

A specific version or configuration of a public service offered. Product models provide government service agents and users with a common understanding of the public services that are being offered and requested.

record producer

A specific type of catalog item that allows end users to create task-based records, such as service request records, from the service catalog. The record producer generates a task record such as a public service complaint, instead of a requested item.

service definition

Records used to store the details about a service provided to end users. To learn more on service definitions, see Service definitions for Public Sector Digital Services.

Service Level Agreement (SLA)

An agreement that specifies the time within which service must be provided. SLA definitions are configured to include the necessary information to create and progress SLAs for government service cases.

Service Level Agreement (SLA) definition

A definition that includes the timings, conditions, workflows, and other information required to create and progress task Service Level Agreements (SLAs), enabling you to use an SLA system for your agency's tasks.

special handling notes

Notes, created with the Special Handling Notes application, that bring important information about individual records to the user's attention, and can be assigned a status, a priority, and an expiration date.