Public Sector Digital Services provides agents across government agencies with a tailored workspace experience to work on cases created by constituents, businesses, and agencies.

CSM Configurable Workspace

Your government service agents have one stop for constituent interactions, the CSM Configurable Workspace. Multiple tabs enable agents to manage several cases at once. Agents and managers have ongoing visibility into the status of issues assigned to different agents across the agency. The workspace dynamically displays related contextual information based on the current state. Agents can also set compact mode and dark mode to optimize their experience and productivity.

To learn more about CSM Configurable Workspace, see Explore CSM Configurable Workspace.

Mobile Agent

Your government agents can use the Mobile Agent to create, update, and monitor non-emergency requests on a mobile device. You can also get an overview of your case load, including your new and active service request cases.

The Mobile Agent is currently only supported by the Service Request Playbook.

To learn more about the Mobile Agent application, see Mobile Agent experience for Public Sector Digital Services.

Advanced Work Assignment

Use the Advanced Work Assignment (AWA) application to automatically route and assign public sector work items, such as non-emergency requests, to the best-equipped agents, based on their availability, capacity, and skills.

To learn more about Advanced Work Assignment, see Automatically route service requests using Advanced Work Assignment.