Access to the dashboard requires the sngsm.serviceofferedviewer role to view data and widgets, and the sngsm.serviceofferedadmin role to edit the dashboard. The dashboard is found in the ServiceNow interface under Platform Analytics > Library > Dashboards > Public Services Performance Overview.

Key Features

• Performance Indicators: Includes daily counts of government services requested, average daily cases, average resolution durations, and weekly service provision counts by service type.
• Trend Analysis: Tracks both short-term (7 days, 30 days) and long-term (6 months, 365 days) service request trends and resolution performance.
• Service Breakdown: Provides detailed breakdowns by assignment group, service type, product, and case state to identify where improvements can be focused.
• Data Visualizations: Displays top requested services over various time frames, distribution of services requested by type, total number of available public services, and distribution by application using charts and tables sourced from government service case and service definition tables.
• Benchmarking: Allows administrators and managers to review benchmarking data for service performance and identify services with the fastest and slowest resolution times.

Practical Use Cases

• Administrators: Use benchmarking information to track and compare public service performance across different agencies and service types.
• Government Service Managers and Owners: Monitor day-to-day and longer-term service trends, identify opportunities to enhance case resolution, agent performance, and overall service experience for constituents and businesses.

What Customers Can Expect

By leveraging this dashboard, ServiceNow customers can expect to gain actionable insights into how public services are being requested and fulfilled, identify bottlenecks or delays in case resolution, and focus efforts on high-impact improvements. The dashboard supports data-driven decision-making to enhance service quality and constituent satisfaction.