Portals for Public Sector Digital Services
Summarize
Summary of Portals for Public Sector Digital Services
Portals for Public Sector Digital Services enable end users to submit public service request cases with step-by-step guidance. These portals facilitate requests for licenses, permits, government records, non-emergency services, social benefits, and grant applications through an intuitive, guided intake process.
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Key Features
- Playbooks Integration: Both government service agents and constituents use Public Sector Digital Services playbooks to navigate the case flow process, ensuring consistent guidance and contextual information via the Government Service Portal and CSM Configurable Workspace.
- Guided Intake: Users receive a clear roadmap of submission progress and next steps, with the ability to navigate backward, use detailed input controls, save incomplete forms, and resume later.
- Task and Activity Management: Playbooks organize cases into multiple stages with activities that users can view, track, and complete using status indicators, check boxes, and counters to monitor progress.
Key Outcomes
- Enhanced User Experience: The step-by-step process simplifies case submissions and supports saving and resuming work, reducing user effort and errors.
- Faster Case Resolution: Clear task tracking and prompt completion of activities enable quicker processing and resolution of cases.
- Increased Visibility: Users gain real-time insights into case status and expected resolution times, improving transparency and confidence in the process.
Available Playbooks
Constituents can access specific playbooks on the Government Service Portal to guide their submissions, including:
- Grants Management: Grants Proposal Playbook, Grants Workspace Playbook
- Service Request Playbook
- Information Request Playbook
A portal provides an end user with step-by-step guidance through the submitting a public service request case. Use Portals to submit requests for licenses and permits, government records and other public information, non-emergency service requests, or applications for social benefits or grants opportunities.
Playbooks for Portals
Whether you're a government service agent or a constituent using the Government Service Portal, you can use Public Sector Digital Services playbooks on service portals to complete the tasks and activities needed to resolve your requests. Playbooks on service portals (for constituents using the Government Service Portal) integrates seamlessly into Playbooks for government service agents using the CSM Configurable Workspace, giving both parties the step-by-step guidance for the case flow process and the contextual information that you need to successfully complete each stage of the flow and its associated activities.
Guided intake with playbooks on service portals makes it effortless to fill out a form or provide information for a case. Playbooks offer a clear roadmap that indicates your progress in the submission process and the remaining steps that you need to complete. If needed, you can navigate back to a previous step, or use intuitive options and input controls that enable you to input information in a detailed manner. Additionally, you can save an application or intake form that is not yet ready for submission and resume work on it later.
This example shows the Playbooks on portal experience for applicants using the Grants Proposal Intake Playbook on the Grants Management Portal.
With Playbooks for Portals, you get a guided interface where you can take prompt actions on the pending tasks and activities that are related to your cases. You get the following key benefits using Playbooks for Portals:
- Enhanced experience. Follow the step-by-step process that has features, such as save and resume, where you can initiate work on a case and then resume it later.
- Decreased case resolution time. Track and complete the requested tasks promptly and accurately. You can get a faster case resolution with Playbooks for Portals.
- Increased visibility. Get visibility into the status of the case and get insights into the expected resolution time.
These playbooks are designed to guide you through the steps of the intake process. Within the playbooks, you can locate the tasks that are assigned to the case, view all ongoing activities with the associated actions, and do the actions on the assigned tasks. The activity stream for the case playbook enables you to track your progress. If it's available, you can also see the related information about the case.
The playbook includes multiple stages. Each stage has one or more activities to complete. You can see the activity stream against the case playbook, the task on the playbook, and the related information for the case as available. When using a playbook, you can do the following actions:
- View the stages and activities outlined in the playbook.
- Select an activity and carry out the required tasks to complete it.
- See the status indicators that display the current state of each activity or step.
- See the check boxes and counters that indicate where you are in the workflow.
- Mark an activity as complete and proceed to the next activity or stage.
- Continue completing the stages and activities necessary to submit the case.
- Grants Management: Grants Proposal Playbook, Grants Workspace Playbook
- Service Request Playbook
- Information Request Playbook