Constituent Service dashboard

  • Release version: Xanadu
  • Updated August 1, 2024
  • 3 minutes to read
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    Summary of Constituent Service dashboard

    The Constituent Service dashboard enables ServiceNow customers to monitor the health and performance of citizen services managed through government case handling. It provides insights into case resolution efficiency, service delivery, and customer satisfaction, helping both agents and government service managers track and improve constituent service outcomes.

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    Access and Roles

    • Access the dashboard via: All > Platform Analytics > Library > Dashboards
    • Roles required:
      • sngsm.constituentagent – to view dashboard data and widgets
      • sngsm.constituentadmin – to edit the dashboard

    Use Cases

    • Admin or Agent: Manage and monitor constituent cases to speed up resolutions and enhance customer satisfaction. Key activities include tracking open cases, monitoring case volumes by service type, reviewing average closing times, and drilling down into case details.
    • Government Service Manager: Oversee government service health by tracking case resolution metrics to drive service delivery improvements and evaluate agent performance.

    Key Performance Indicators

    • Average Response Time: Measures average hours agents take to respond to new cases.
    • Number of Open Cases: Tracks daily count of open government cases.
    • Customer Satisfaction Score (CSAT): Percentage of satisfied customers based on survey feedback.
    • Average Close Time: Average days taken to close cases.
    • Average Age of Open Cases: Average days cases remain open.
    • Average Resolution Time: Average days to resolve cases.
    • Case Average Response Time: Average time for agents to respond to cases.
    • Number of Resolved Cases: Daily count of resolved government cases.
    • Number of Closed Cases: Daily count of closed cases.
    • Number of Responded Cases: Daily count of cases with agent responses.

    These indicators use specific calculated formulas based on case durations and counts to provide accurate performance metrics.

    Data Breakdowns

    The dashboard allows filtering and analysis by various dimensions such as Account, Age, Assigned To, Assignment Group, Category, Channel, Contact, Priority, Product, and State, providing detailed insights into case distribution and handling.

    Data Visualizations

    The dashboard includes a variety of visualizations sourced from the Government Service Case [sngsmgovernmentservicecase] table, such as:

    • Pivot tables showing open cases older than 30 days by stage and state, and all open cases by stage and state
    • Line charts tracking weekly trends for cases opened and closed
    • Bar charts displaying distributions of open cases older than 30 days and open cases by priority
    • Pie chart presenting the percentage breakdown of cases by case type
    • Scores indicating total unresolved open cases and unassigned cases

    These visualizations help users quickly identify bottlenecks, case aging issues, workload distribution, and service performance trends.

    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.

    Figure 1. Constituent Service Dashboard Overview tab
    Constituent Services Overview tab that displays indicators and reports for constituent cases represented by various graphs and tiles.
    Figure 2. Constituent Service Dashboard Performance tab
    Constituent Services Performance tab that displays KPIs and reports on open and closed cases represented by line and bar graphs.

    Required ServiceNow AI Platform roles

    • sn_gsm.constituent_agent, required to view the dashboard widgets and data.
    • sn_gsm.constituent_admin, required to edit the dashboard.

    Access the Constituent Service dashboard

    To open the dashboard, navigate to All > Platform Analytics > Library > Dashboards.

    Use cases

    For examples of how different people in your organization would use this dashboard, see these use cases.
    Table 1. Constituent Services Dashboard Use cases
    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.

    Government service manager

    		 Monitors the health of government services. Tracks case resolution to drive improvements in service delivery processes and agent performance.

    Indicators

    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)

    Breakdowns

    • GSM-Account
    • GSM-Age
    • GSM-AssignedTo
    • GSM-AssignmentGroup
    • GSM-Category
    • GSM-Channel
    • GSM-Contact
    • GSM-Priority
    • GSM-Product
    • GSM-State

    Data visualizations

    Table 2. Constituent Services Dashboard Data visualizations
    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.