Components installed with Public Sector Digital Services Core

Release version: Washingtondc

Updated February 1, 2024

15 minutes to read

Several types of components such as tables, user roles, and flows are installed when you activate the Public Sector Digital Services Core plugin.

The following plugins are activated when you enable the Public Sector Digital Services Core plugin (sn_gsm):

UI Components for Customer Portals (com.sn_ciwf_ui_cmpnt)
Agency Support Model (com.sn_agency_support_model)
Customer Service Case Types (com.snc.csm_case_types)
Customer Service Portal (com.glide.service-portal.customer-portal)
Customer Service Install Base Management (com.snc.install_base)

Note:

The Application Files table lists the components that are installed with this application. For instructions on how to access this table, see Find components installed with an application.

Demo data is available for this feature.

Note:

For information about the roles installed when you activate the Public Sector Digital Services Core plugin, see Roles installed with Public Sector Digital Services Core.

Tables installed

Table 1. Tables installed with Public Sector Digital Services
Table	Description
Government Service Case [sn_gsm_government_service_case]	Government service case table Note: This table is an extension of the Case [sn_customerservice_case] table.
Constituent Profile [sn_gsm_constituent_profile]	Constituent profile table
Service Definition [sn_case_type_selection]	Service-definition table Note: This table is an extension of the Product Model [cmdb_model] table.
Business Registration Request [sn_gsm_business_registration]	Table for a new business registration request

Flows installed

Table 2. Flows installed with Public Sector Digital Services
Flow	Description
Create blocked by record if Case Task is associated with government case [create_blocked_by_record_if_case_task_is_associated_with_government_case]	Creates a blocked by record if the Case Task is associated with a government case.
Create blocked by record if Government case needs customer information [create_blocked_by_record_if_case_needs_customer_information]	Creates a blocked by record if the Government case needs more customer information.
Resolve blocked by record if Case Task is closed and associated with Government Case [resolve_blocked_by_record_if_case_task_is_closed_and_associated_with_government_case]	Removes the blocked by record for the associated Government case if the Government case is resolved.
Resolve blocked by record if user information is provided for Government case [resolve_blocked_by_record_if_user_information_is_provided_for_govt_case]	Removes the blocked by record if the case task is closed.

Roles installed with Public Sector Digital Services Core

The Public Sector Digital Services Core application uses roles to provide access to information, identify internal and external users, maintain data security, and establish different types of relationships between users.

Core Roles

Table 3. Constituent roles
Role title [name]	Description	Contains roles
constituent [sn_gsm.constituent]	Enables constituents to request services and manage their information, government service cases, and services received.	sn_install_base.sold_product_authorized_consumer sn_gsm.service_received_read_granular sn_customerservice.consumer sn_gsm.case_write_granular
constituent_agent [sn_gsm.constituent_agent]	Enables agents to perform the following actions: Read, write, and update government service cases for all constituents. Read, write, and update constituent records.	sn_gsm.report_viewer sn_gsm.case_writer sn_gsm.service_offered_writer sn_customerservice.consumer_agent sn_gsm.constituent_writer interaction_agent
constituent_contributor [sn_gsm.constituent_contributor]	Enables users to request services and raise government service cases on behalf of any constituent.	sn_customerservice.consumer_contributor sn_gsm.contributor_creator sn_customerservice.case_authorized_contributor
constituent_admin [sn_gsm.constituent_admin]	Provides agents with admin access and enables them to create, read, update, and delete constituent records.	sn_gsm.constituent_writer
constituent_writer [sn_gsm.constituent_writer]	Provides agents with access to create, read, and update constituent records.	sn_gsm.constituent_viewer
License & Permits Install base writer [sn_gsm_lic_prmt.ib_writer]	Provides create, read and write access to Install base items.	sn_gsm_lic_prmt.ib_writer
constituent_viewer [sn_gsm.constituent_viewer]	Provides agents with read-only access to constituent records.	sn_customerservice.customer_data_viewer
License & Permits Install base Item viewer [sn_gsm_lic_prmt.ib_viewer]	This role provides read access to Install base items	sn_gsm.report_viewer

Table 4. Business roles
Role title [name]	Description	Contains roles
business_contact [sn_gsm.business_contact]	Enables business stakeholders to request services and manage information, government service cases, and services received.	sn_customerservice.customer sn_install_base.sold_product_authorized_consumer sn_gsm.service_received_read_granular sn_gsm.case_write_granular
business_contact_admin [sn_gsm.business_contact_admin]	Provides a business stakeholder with admin access to a business account. This role has access to all the data within the business account.	sn_customerservice.customer_admin sn_gsm.business_contact
business_case_manager [sn_gsm.business_case_manager]	Enables a business stakeholder to manage government service cases for a business account and associated child accounts. This role can perform the following actions: Create a case on behalf of another business contact. View a list of cases belonging to the business. Edit cases belonging to the business.	sn_customerservice.customer_case_manager sn_gsm.business_contact
business_contributor [sn_gsm.business_contributor]	Enables business stakeholders to request services and raise government service cases on behalf of any business.	sn_customerservice.relationship_contributor sn_gsm.contributor_creator sn_customerservice.case_authorized_contributor
business_partner [sn_gsm.business_partner]	Enables business partners to create, view, and edit government service cases from their own account or from a business account that they are associated with.	sn_customerservice.partner sn_gsm.business_contact
business_partner_admin [sn_gsm.business_partner_admin]	Provides a business stakeholder with admin access to a partner account. This user can access all the data within the partner account and the government service cases created by the partners.	sn_customerservice.partner_admin sn_gsm.business_partner sn_gsm.business_contact sn_gsm.business_contact_admin
business_agent [sn_gsm.business_agent]	Enables agents to perform the following actions: Read, write, and update government service cases for all business accounts. Read, write, and update business records.	sn_gsm.report_viewer sn_gsm.case_writer sn_gsm.service_offered_writer sn_customerservice.consumer_agent sn_gsm.business_writer interaction_agent
Social Benefits Business Contributor [sn_gsm_soc_bnfts.business_contributor]	Enables users to request service and raise Social Benefits cases on behalf of any business. This allows business stakeholders to act as a requester on behalf of customers.	sn_gsm.business_contributor sn_gsm_soc_bnfts.contributor_creator

Table 5. Agency agent roles
Role title [name]	Description	Contains roles
agency_agent [sn_gsm.agency_agent]	Enables agency agents to create and fulfill government service cases for the businesses and business contacts associated with the agency.	sn_customerservice.svc_location_agent
agency_constituent_agent [sn_gsm.agency_constituent_agent]	Enables agency agents to create and fulfill government service cases for constituents and households associated with the agency.	sn_customerservice.svc_location_consumer_agent
License & Permit Constituent Agent [sn_gsm_lic_prmt.constituent_agent]	Enables users to work on License & Permit cases for all constituents. It includes the ability to read/write/update all License & Permit cases and constituent records	sn_gsm.constituent_agent sn_gsm_lic_prmt.case_writer sn_gsm_lic_prmt.report_viewer
agency_contributor [sn_gsm.agency_contributor]	Enables agency agents to request services and raise government service cases on behalf of the agency.	sn_customerservice.service_organization_contributor sn_gsm.contributor_creator sn_customerservice.case_authorized_contributor
License & Permit Agency Contributor [sn_gsm_lic_prmt.agency_contributor]	Enables users to request service and raise License & Permit cases for their service organization (business location). This role is agnostic to internal and external.	sn_gsm.agency_contributor sn_gsm_lic_prmt.contributor_creator
agency_manager [sn_gsm.agency_manager]	Enables an agency manager to perform the following actions: Create and update government service cases for constituents, households, business, and business contacts. Manage data for constituents and households associated with the agencies within the agency hierarchy. Manage data for businesses and business contacts associated with the agencies within the agency hierarchy.	sn_customerservice.svc_location_manager sn_gsm.agency_agent sn_gsm.agency_constituent_agent
License & Permit Agency Manager [sn_gsm_lic_prmt.agency_manager]	Enables users to manage data for agencies in the manager's agency hierarchy.	sn_gsm.agency_manager sn_gsm_lic_prmt.agency_constituent_agent sn_gsm_lic_prmt.agency_agent
agency_manager_contributor [sn_gsm.agency_manager_contributor]	Enables users to create, update, view, and approve cases. Allows them to register and remove staff across all agencies they manage.	"sn_gsm.business_contributor sn_gsm.government_agency_contributor sn_gsm.constituent_contributor sn_gsm.government_agency_contributor sn_gsm.agency_manager_core sn_customerservice.svc_location_manager_contributor"
License & Permit Agency Manager Contributor [sn_gsm_lic_prmt.agency_manager_contributor]	Enables users to create, update, view, and approve cases. They can also register and remove staff across all agencies they manage.	sn_gsm_lic_prmt.business_contributor sn_gsm_lic_prmt.government_agency_contributor sn_gsm_lic_prmt.constituent_contributor sn_gsm_lic_prmt.agency_contributor sn_gsm_lic_prmt.agency_manager_core sn_gsm.agency_manager_contributor
relationship_manager [sn_gsm.agency_relationship_manager]	Enables users to view cases across all the external agencies where they have location_relationship_manager responsibility.	sn_bus_loc.location_relationship_manager sn_gsm.agency_manager_contributor
License & Permits Agency Manager Core [sn_gsm_lic_prmt.agency_manager_core]	Granular role to manage agency staff registrations and staff relationships with businesses, constituents, and households for all the agencies within the hierarchy.	sn_gsm.agency_manager_core contract_manager
License & Permit Agency Relationship Manager [sn_gsm_lic_prmt.agency_relationship_manager]	Enables users to view cases across all the external agencies where they have location_relationship_manager responsibility.	sn_gsm.agency_relationship_manager sn_gsm_lic_prmt.agency_manager_contributor
service_manager [sn_gsm.service_manager]	Enables a service manager to perform the following actions: Manage all work performed by agents working on government service cases. Read, write, update, and delete all government service cases. Read, write, update, and delete all constituent, business, and agency records.	sn_gsm.service_offered_admin sn_gsm.service_offered_writer sn_gsm.constituent_agent sn_gsm.constituent_admin sn_gsm.business_agent
License & Permit Case Task Agent [sn_gsm_lic_prmt.case_task_agent]	Provides users the ability to create and fulfill License & Permit cases for the constituents and households in the agent's agency.	sn_gsm_lic_prmt.contributor_editor sn_gsm_lic_prmt.case_viewer sn_gsm.case_task_agent
License & Permit Agency Business Agent [sn_gsm_lic_prmt.agency_agent]	Enables users to create and fulfill License & Permit cases for the accounts and contacts in the agent's agency.	sn_gsm.agency_agent' contract_manager
social_benefits_agency_agent [sn_gsm_soc_bnfts.agency_agent]	Provides users the ability to create and fulfill cases for the accounts and contacts in the agent's agency.	sn_gsm.agency_agent decision_table_reader contract_manager
social_benefits_agency_constituent_agent [sn_gsm_soc_bnfts.agency_constituent_agent]	Provides users the ability to create and fulfill cases for the constituents and households in the agent's agency.	decision_table_reader sn_gsm.agency_constituent_agent contract_manager
social_benefits_agency_contributor [sn_gsm_soc_bnfts.agency_contributor]	Enables users to request service and raise Social Benefits cases for their agency(business location). This role is agnostic to internal and external.	sn_gsm.government_agency_contributor sn_gsm_soc_bnfts.contributor_creator
social_benefits_agency_manager [sn_gsm_soc_bnfts.agency_manager]	Provides users the ability to manage data for agencies in the manager's agency hierarchy.	sn_gsm_soc_bnfts.agency_agent sn_gsm_soc_bnfts.agency_manager_core sn_gsm.agency_manager sn_gsm_soc_bnfts.agency_constituent_agent
social_benefits_agency_manager_contributor [sn_gsm_soc_bnfts.agency_manager_contributor]	Manage agencies and create a case for a business, household, or constituent at the agency or any child agency.	sn_gsm_soc_bnfts.agency_contributor sn_gsm_soc_bnfts.business_contributor sn_gsm_soc_bnfts.agency_manager_core sn_gsm_soc_bnfts.constituent_contributor sn_gsm.agency_manager_contributor
social_benefits_agency_manager_core [sn_gsm_soc_bnfts.agency_manager_core]	Granular role to manage agency staff registrations and staff relationships with businesses, constituents, and households for all the agencies within the hierarchy.	sn_gsm.agency_manager_core contract_manager
social_benefits_agency_relationship_manager [sn_gsm_soc_bnfts.agency_relationship_manager]	Manages and monitors all the activities performed by the agencies. It also acts as an internal point of contact for the agencies.	sn_gsm_soc_bnfts.agency_manager_contributor sn_gsm.agency_relationship_manager
social_benefits_business_agent [sn_gsm_soc_bnfts.business_agent]	Provides users the ability to work on Social Benefits cases for business. It includes the ability to read/write/update all Social Benefits cases and business records.	sn_gsm_soc_bnfts.case_writer sn_gsm_soc_bnfts.report_viewer sn_gsm.business_agent sn_gsm_soc_bnfts.ib_viewer
Social Benefits Case Task Agent [sn_gsm_soc_bnfts.case_task_agent]	Enables users to work on Social Benefits case tasks.	sn_gsm_soc_bnfts.case_viewer sn_gsm_soc_bnfts.contributor_editor sn_gsm.case_task_agent
Social Benefits Constituent Agent [sn_gsm_soc_bnfts.constituent_agent]	Provides users the ability to work on Social Benefits cases for all constituents. It includes the ability to read/write/update all cases and constituent records	sn_gsm_soc_bnfts.case_writer sn_gsm_soc_bnfts.report_viewer sn_gsm.constituent_agent sn_gsm_soc_bnfts.ib_viewer
Social Benefits Manager [sn_gsm_soc_bnfts.manager]	Provides users the ability to manage all work performed by agents working on Social Benefits cases (constituent and business). Users with this role have the ability to read/write/update/delete all Social Benefits cases and constituent/business records.	sn_gsm_soc_bnfts.ib_admin sn_gsm_soc_bnfts.business_agent sn_gsm.government_service_manager sn_gsm_soc_bnfts.constituent_agent sn_majorissue_mgt.major_issue_manager
Social Benefits Relationship Agent [sn_gsm_soc_bnfts.relationship_agent]	Enables users to work on Social Benefits cases only for customers with whom they have relationships.	sn_gsm_soc_bnfts.report_viewer decision_table_reader sn_gsm.relationship_agent contract_manager

Table 6. Admin and other roles
Role title [name]	Description	Contains roles
admin [sn_gsm.admin]	Provides a user with delegated admin access to scoped applications created on the Public Sector Digital Services platform.	sn_gsm.service_manager
service_offered_admin [sn_gsm.service_offered_admin]	Provides users with admin access and enables them to create, read, update, and delete services-offered records and services-received records.	sn_gsm.service_offered_writer
license_permit_admin [sn_gsm_lic_prmt.admin]	Enables users to manage all work performed by agents working on License & Permit cases (constituent and business). Users with this role have the ability to read/write/update/delete all License & Permit cases and constituent/business records.	sn_gsm_lic_prmt.manager sn_gsm.admin
social_benefits_admin [sn_gsm_soc_bnfts.admin]	Provides delegated admin access to scoped applications created on the Social Benefits Playbook.	sn_gsm.admin sn_gsm_soc_bnfts.manager
License & Permits Install base admin [sn_gsm_lic_prmt.ib_admin]
service_offered_admin [sn_gsm.service_offered_admin]
service_offered_writer [sn_gsm.service_offered_writer]	Provides users with access to create, read, and update services-offered records and services-received records.	sn_gsm.service_offered_viewer
service_offered_viewer [sn_gsm.service_offered_viewer]	Provides users with read-only access to services offered records and services-received records.	sn_customerservice.customer_data_viewer
case_writer [sn_gsm.case_writer]	Provides agents with access to create, read, and update government service cases.	sn_gsm.case_viewer
case_viewer [sn_gsm.case_viewer]	Provides agents with read-only access to government service cases.	None
contributor_creator [sn_gsm.contributor_creator]	Enables agents or business stakeholders to create government service cases and is included in the top-level contributor roles. This role can create cases but cannot view other cases.	None
relationship_agent [sn_gsm.relationship_agent]	Enables agents to work on government service cases for customers that they have relationship with.	sn_gsm.report_viewer sn_customerservice.relationship_agent
relationship_contributor [sn_gsm.relationship_contributor]	Enables business stakeholders to raise government service cases on behalf of customers that they have relationship with.	sn_customerservice.relationship_contributor sn_gsm.contributor_creator sn_customerservice.case_authorized_contributor
Social Benefits Case Viewer [sn_gsm_soc_bnfts.case_viewer]	This role provides users read only access to Social Benefits Case records.	sn_gsm.case_viewer decision_table_reader
Social Benefits Case Writer [sn_gsm_soc_bnfts.case_writer]	This role provides users access to create, read and update Social Benefits Case records.	sn_gsm_soc_bnfts.case_viewer sn_gsm.case_writer contract_manager

Granular roles

You can use predefined functional and granular roles installed with Public Sector Digital Services to establish relationships between users and public sector entities. These functional and granular roles provide different levels of access to public sector data, to help maintain data security.

Functional roles: A set of roles required to perform a function or meaningful action that requires access on multiple entities.
Granular roles: Roles that provide access to cases, services used, and related public sector entities. One or more granular roles can be bundled together as a functional role.

A granular model helps protect data by granting the appropriate level of access to the corresponding public sector entities. With this functionality, each role is associated with a set of privileges or responsibilities that determine users’ access to certain information. You can have fine-grained access control by setting granular policies that authorize individuals to access the information needed to work efficiently and effectively, ultimately helping improve the constituent experience.

For example, if you extend the Government Service Case table or other tables in the Public Sector Digital Services app, you must replicate the access control lists for the extended tables. You can assign granular roles to public sector users to control access to those extended tables.

Table 7. Granular roles
Role title [name]	Description	Contains roles
case_create_granular [sn_gsm.case_create_granular]	Provides constituents or business stakeholders with granular create access to government service cases.	sn_gsm.case_read_granular
case_read_granular [sn_gsm.case_read_granular]	Provides constituents or business stakeholders with granular read access to government service cases.	sn_customerservice.case_read_granular
case_write_granular [sn_gsm.case_write_granular]	Provides constituents or business stakeholders with granular write access to government service cases.	sn_gsm.case_create_granular sn_gsm.case_read_granular
service_received_read_granular [sn_gsm.service_received_read_granular]	Provides constituents or business stakeholders with granular read access to services-received records.	sn_install_base.sold_product_read_granular
License & Permits Install base read granular [sn_gsm_lic_prmt.ib_read_granular]	Provides granular read access to issued License and Permits.	sn_install_base.install_base_read_granular
License & Permits Agency Manager Core [sn_gsm_lic_prmt.agency_manager_core]	Granular role to manage agency staff registrations and staff relationships with businesses, constituents, and households for all the agencies within the hierarchy.	sn_gsm.agency_manager_core contract_manager
License & Permits Contributor Creator [sn_gsm_lic_perm.contributor_creator]	Enables users to create government service cases and is included in the top-level contributor roles. It only allows record creation but does not allow visibilty to a record on its own.	sn_gsm.contributor_creator
Social Benefits install base admin [sn_gsm_soc_bnfts.ib_admin]	This role provides create,read,write and delete access to Install base items	sn_gsm_soc_bnfts.ib_writer
Social Benefits install base read granular [sn_gsm_soc_bnfts.ib_read_granular]	Provides granular read access to issued Social Benefits.	sn_install_base.install_base_read_granular
Social Benefits install base viewer [sn_gsm_soc_bnfts.ib_viewer]	Provides read access to Install base items.	None
Social Benefits install base writer [sn_gsm_soc_bnfts.ib_writer]	Provides create, read and write access to Install base items.	sn_gsm_soc_bnfts.ib_viewer

Business Stakeholder Roles

Business Stakeholder for Public Sector Digital Services includes plugins and roles that provide access to business stakeholder features.

Admins with access to Business Stakeholder can provide Business Stakeholder users with the rights to the following actions:

Create cases on behalf of a business or an agency (service organization)
View cases, case tasks, and business data.
Approve requests.

Table 8. Create cases on behalf of customers
Role	Description	Contains roles	Plugin	User type
Constituent contributor [sn_gsm.constituent_contributor]	Enables users to request services and raise government service cases on behalf of any constituent.	sn_customerservice.consumer_contributor sn_gsm.contributor_creator	com.sn_public_sector_digital_services_core	Internal and external
License & Permit Constituent contributor [sn_gsm_lic_prmt.constituent_contributor]	This role enables users to request for service and raise License & Permit cases on behalf of any constituent. This allow business stakeholders to act as a requestor on of behalf of customers.	sn_gsm.constituent_contributor sn_gsm_lic_prmt.contributor_creator
Business contributor [sn_gsm.business_contributor]	Enables business stakeholders to request services and raise government service cases on behalf of any business.	sn_customerservice.relationship_contributor sn_gsm.contributor_creator	com.sn_public_sector_digital_services_core	internal and external
License & Permit Business Contributor [sn_gsm_lic_prmt.business_contributor]	This role enables users to request for service and raise License & Permit cases on behalf of any business. This allow business stakeholders to act as a requester on of behalf of customers.	sn_gsm.business_contributor sn_gsm_lic_prmt.contributor_creator
Relationship contributor [sn_gsm.relationship_contributor]	Enables business stakeholders to raise government service cases on behalf of customers with which they have a relationship.	sn_customerservice.relationship_contributor sn_gsm.contributor_creator	com.sn_public_sector_digital_services_core	Internal and external
License & Permit Relationship Contributor [sn_gsm_lic_prmt.relationship_contributor]	Enables users to raise License & Permit cases on behalf of customers with whom they have relationships. This allows business stakeholder access to act as a requester on behalf of customers.	sn_gsm.relationship_contributors n_gsm_lic_prmt.contributor_creator
Social Benefits Constituent Contributor [sn_gsm_soc_bnfts.constituent_contributor]	This role enables users to request service and raise Social Benefits cases on behalf of any constituent. This allows business stakeholders to act as a requestor on behalf of customers.	sn_gsm.constituent_contributor sn_gsm_soc_bnfts.contributor_creator
Social Benefits Contributor Creator [sn_gsm_soc_bnfts.contributor_creator]	Enables users to create Social Benefits cases and is included in the top-level contributor roles. It only allows record creation but does not allow visibility to a record on its own.	sn_gsm.constituent_contributor sn_gsm_soc_bnfts.contributor_creator
Social Benefits Contributor Editor [sn_gsm_soc_bnfts.contributor_editor]	Grants restrictive write access to the fields on the Social Benefits Case form.	sn_gsm.contributor_creator
Social Benefits Relationship Contributor [sn_gsm_soc_bnfts.relationship_contributor]	Enables users to raise Social Benefits cases on behalf of customers with whom they have relationships. This allows business stakeholder access to act as a requester on behalf of customers.	sn_gsm.relationship_contributor sn_gsm_soc_bnfts.contributor_creator

Table 9. Create cases on behalf of agencies
Role	Description	Contains roles	Plugin	User type
Agency contributor [sn_gsm.agency_contributor]	Enables agency agents to request services and raise government service cases on behalf of the agency.	sn_customerservice.service_organization_contributor sn_gsm.contributor_creator	Agency Support Model (com.sn_agency_support_model)	Internal and external

Table 10. View cases, case tasks, and customer data
Role	Description	Contains roles	Plugin	User type
Case viewer [sn_gsm.case_viewer]	Provides agents with read-only access to government service cases.	None	com.sn_public_sector_digital_services_core	Internal
Constituent viewer [sn_gsm.constituent_viewer]	Provides agents with read-only access to constituent records.	sn_customerservice.customer_data_viewer	com.sn_public_sector_digital_services_core	Internal
Business viewer [sn_gsm.business_viewer]			com.sn_public_sector_digital_services_core	Internal
Services offered viewer [sn_gsm.service_offered_viewer]	Provides users with read-only access to services offered records and services received records.	sn_customerservice.customer_data_viewer	com.sn_public_sector_digital_services_core	Internal
Government services received viewer [sn_gsm.service_received_viewer]	Provides users with read-only access to services received records.		com.sn_public_sector_digital_services_core	Internal

Table 11. View reports and dashboards
Role	Description	Contains roles	Plugin	User type
report_viewer [sn_gsm.report_viewer]	Enables users to view reports on the Public Sector Digital Services platform.	None	com.sn_public_sector_digital_services_core	Internal
License & Permit Report Viewer [sn_gsm_lic_prmt.report_viewer]	Enables users to view reports on the Public Sector Digital Services platform.	sn_gsm.report_viewer
social_benefit_report_viewer [sn_gsm_soc_bnfts.report_viewer]	Provides users access to view reports Social Benefits Playbook.	sn_gsm.report_viewer

Note:

Customers who have purchased a Public Sector Digital Services subscription can provide Business Stakeholder users with rights to actions listed under Business Stakeholder for Customer Service Management.

Persona-based Roles in Public Sector Digital Services

Roles and personas help you to understand the different roles involved in Public Sector Digital Services.

Public Sector Digital Services supports users with the following basic job functions (personas).

Personas are defined as the individual roles that perform different tasks in Public Sector Digital Services.

Table 12. Public Sector Personas
Job function	Description
Admin	System administrator, who has access to all system features, functions, and data, regardless of security restraints: Administers specific scoped apps built using different case types. Manages the information for constituents.
Constituent	End user, such as a citizen, residents, visitors, veterans: Requests services from government agencies. Tracks resolution of requests.
Business stakeholder	End user, such as business owner, business contact, business partner: Requests services from government agencies. Tracks resolution of requests.
Government agent	Fulfiller, such as constituent agent, business agent, agency agent: Works on government service cases for all constituents. Can read, write, and update all government service cases and profile records. Can belong to specific teams or agencies. Can work on specific case types (for example Licenses or Unemployment).
Contributor	Business stakeholder or requester for constituents: Help constituents or businesses with services that they need. Submits requests on behalf of constituents and acts as proxy.
Government service manager	Manager of constituent and business services and agents supporting constituent services: Administers services delivered to constituents, business stakeholders, and agency. Can read, write, update, and delete all government service cases. Can read, write, update, and delete all constituent, business, and agency records. Improves service delivery and constituent satisfaction.