Public Services Performance Overview dashboard
Summarize
Summary of Public Services Performance Overview Dashboard
The Public Services Performance Overview dashboard allows users to evaluate key performance indicators and visualize data related to public services requested by constituents, businesses, and agencies. It provides insights into service delivery trends and opportunities for improvement.
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Key Features
- Access and Roles: Requires specific ServiceNow AI Platform roles:
- sngsm.serviceofferedviewer - For viewing dashboard widgets and data.
- sngsm.serviceofferedadmin - For editing the dashboard.
- Use Cases:
- Admins can track benchmarking information.
- Government service managers can monitor service requests and identify performance trends.
- Performance Indicators: Key metrics include daily government service requests, average resolution durations, and weekly service counts by type.
Key Outcomes
By utilizing this dashboard, users can:
- Observe trends in service delivery over time.
- Enhance case resolution and agent performance.
- Identify services with the fastest and slowest resolution times.
Data visualizations showcase the top requested services over varying timeframes and the distribution of services by type, aiding in informed decision-making.
Use the Public Services Performance Overview dashboard to assess key performance indicators and data visualizations on public services offered to and requested by constituents, businesses, and agencies.
Required ServiceNow AI Platform roles
- sn_gsm.service_offered_viewer, required to view the dashboard widgets and data.
- sn_gsm.service_offered_admin, required to edit the dashboard.
Access the Public Services Performance Overview dashboard
To open the dashboard, navigate to .
Use cases
| User | Dashboard use |
|---|---|
Admin |
Reviews benchmarking information to track the public services offered to and requested by constituents, businesses, and agencies. |
Government service manager, service viewer,and owner |
Monitors the public services offered to and requested by constituents, businesses, and agencies. Does the following:
|
Indicators
- GSM-Government Case Count for Services requested
- Daily number of government services requested by constituents, businesses, and agencies.
- GSM-Average of Government Case for Services requested
- Daily average of government cases for services requested by constituents, businesses, and agencies. The average is calculated by using this formula: [[GSM-Government Case Count for Services requested]]/30.
- GSM-Average resolution duration of Government Cases
- Average number of days to resolve government cases.
- GSM-Average number of services provided each week by service type
- Average count of government services requested each work, by type of service. The count is calculated by using this formula: [[GSM-Average days to provide services by service type]]/7.
- GSM-Average resolution duration of Government Cases in last 365 days
- Average number of days to resolve government cases in the last 12 months.
- GSM-Avg number of services requested each week by service type
- Average count of government services requested weekly by service type. The count is calculated by using this formula: [[GSM-Count of services requested each week by service type]]/7.
- GSM-Count of services requested each week by service type
- Average number of government services requested each week, by service type. Measured daily.
- GSM-Average days to provide services by service type
- Count of government services provided each week by type of service. Measured daily.
- GSM-Government Services with fastest/slowest time to resolve
- Government services that have the quickest and slowest resolution times.
Breakdowns
- GSM-AssignmentGroup
- GSM-Government.ServiceOffered.Type
- GSM-Product
- GSM-State
Data visualizations
| Title | Type | Source table | Description |
|---|---|---|---|
Top 10 services requested in the last 30 days |
Government Service Case [sn_gsm_government_service_case |
Top 10 requested services over a 30-day (monthly) period. |
|
Top 10 services with most open cases in last 7 days |
Government Service Case [sn_gsm_government_service_case] |
Top 10 requested services over a seven-day (weekly) period. |
|
Top 10 services requested in the last 6 months |
Government Service Case [sn_gsm_government_service_case] |
Top 10 requested services over a 6-month period. |
|
Services requested by service type |
 Pie chart |
Government Service Case [sn_gsm_government_service_case] |
Distribution (percentage) of government services requested by constituents, businesses, and agencies. |
Public Services |
Service Definition [sn_case_type_selection] |
Total number of all government services available in the system. | |
Public Services by application |
Pie chart |
Service Definition [sn_case_type_selection] |
Distribution (percentage) of government services available in the system. |