Constituent Service dashboard

Yokohama Public Sector

Release

yokohama

ft:locale

en-US

ft:publication_title

Yokohama Public Sector

ft:clusterId

gvin

bundleId

gvin

workflow

Customer and Industry

Constituent Service dashboard

Release version: Yokohama

Updated January 30, 2025

3 minutes to read

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Summary of Constituent Service dashboard

The Constituent Service dashboard in ServiceNow Yokohama release provides a comprehensive tool to monitor the health and performance of citizen services managed by government agencies. It enables users to track government case handling efficiency, monitor service delivery, and assess overall constituent satisfaction.

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Access to the dashboard requires specific ServiceNow AI Platform roles: sngsm.constituentagent to view data and widgets, and sngsm.constituentadmin to edit the dashboard. The dashboard can be found by navigating to All > Platform Analytics > Library > Dashboards.

Key Uses

Administrators and agents use the dashboard to create and monitor constituent cases, accelerate resolution, and improve customer satisfaction. They can track open cases, analyze case types, review average closing times, and drill down into case details.
Government service managers focus on service health and case resolution metrics to drive process improvements and enhance agent performance.

Key Performance Indicators

Average response time: Measures average hours agents take to respond to new cases.
Number of open cases: Daily count of active government cases.
Customer Satisfaction Score (CSAT): Percentage of satisfied customers based on survey responses.
Average case close time: Average days taken to close cases.
Average age of open cases: Average days cases remain unresolved.
Average resolution time: Average days to resolve cases.
Case response and resolution counts: Daily counts of responded, resolved, and closed cases.

These indicators use specific formula calculations based on duration and case counts to provide accurate performance metrics.

Data Visualizations and Breakdowns

The dashboard features multiple visualizations sourced from the Government Service Case [sngsmgovernmentservicecase] table, including:

Pivot tables showing open cases by stage and state, including detailed summaries of cases older than 30 days.
Line charts tracking weekly trends in cases opened and closed.
Bar charts illustrating distributions of open and unassigned cases by priority and age.
Pie charts displaying case distribution by type.

Breakdowns for analysis include account, case age, assigned agent/group, category, communication channel, contact, priority, product, and case state.

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.

Constituent Services Overview tab that displays indicators and reports for constituent cases represented by various graphs and tiles. — Figure 1. Constituent Service Dashboard Overview tab

Constituent Services Performance tab that displays KPIs and reports on open and closed cases represented by line and bar graphs. — Figure 2. Constituent Service Dashboard Performance tab

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.