Configuring Public Sector Digital Services
Summarize
Summary of Configuring Public Sector Digital Services
Public Sector Digital Services (PSDS) enable government agents and service managers to efficiently deliver government services to constituents, businesses, and other agencies. This guide outlines how to set up and configure PSDS to optimize service delivery within your ServiceNow environment.
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Set up your environment
Begin by planning and setting up your PSDS environment, which includes importing foundational data and configuring access controls and case management to support your agency’s workflows.
Configure agent workspaces
Customize agent workspaces to improve case management and service delivery. This includes configuring the Customer Service Management (CSM) Configurable Workspace, Playbooks, Service Bridge, case routing, and advanced case management features tailored for public sector needs.
Enable communication channels
Set up multiple communication channels such as voice, email, web, and messaging to facilitate interaction between government agents and constituents.
Implement intelligence
Incorporate intelligence features like Now Assist to automate routine tasks and offer recommended content to agents, enhancing operational efficiency.
Set up self-service
Create self-service portals that integrate knowledge bases, communities, service catalogs, and chatbots. This empowers constituents to access services and information independently.
Extend capabilities
Leverage additional PSDS features to further enhance your environment’s capabilities, adapting to evolving public sector requirements.
Other configuration tasks
- ServiceNow Virtual Agent: Included with the public sector subscription, it provides automated conversational assistance through chat channels. Utilize prebuilt public sector conversation components and the Service Request Playbook to facilitate non-emergency service requests.
- Service definitions: Define and map public services, information services, and license/permit requests to your agency’s service offerings. Administrators can configure case management processes tied to these service definitions to streamline service execution.
- Relabeling menu items: After upgrading your instance, relabel certain menus and items in the CSM Configurable Workspace to align with public sector terminology by adjusting UX list categories for Customer and Service Organizations.
Set up Public Sector Digital Services to enable government agents and service managers to provide government services to constituents, businesses, and other agencies.
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Extend capabilities |
Other configuration tasks
In addition to installing the public sector application and playbooks, you can configure other features for public sector use:
- ServiceNow® Virtual Agent
- Virtual Agent, which is included with a public sector subscription, provides end-user assistance through automated conversations in chat channels.
The Public Sector Digital Services Core application offers several prebuilt public sector components (topic blocks) that conversation designers can use to create Virtual Agent conversations.
The Service Request Playbook application provides a prebuilt Virtual Agent conversation topic, Create a service request, to help constituents submit non-emergency service requests.
For details on configuring Virtual Agent for public sector use, see Configure Virtual Agent for Public Sector Digital Services.
- Service definitions
A service definition enables you to map a public service, information service, or license and permit request service to the list of services your agency offers for resolving that request.
As an admin, you can create service definitions that connect the services your agency offers to the services being requested by a constituent or business. When you create a service definition, you can configure the case management processes, such as the case types, for executing those services.
For more information, see Service definitions for Public Sector Digital Services.- Relabel menu items in CSM Configurable Workspace after upgrade
- After you upgrade your instance to a new release, certain menus and menu items in the CSM Configurable Workspace might not be labeled appropriately for public sector use. You can relabel the following items for public sector use by changing them in the UX list categories for Customer and Service Organizations.