Public Services Performance Overview dashboard
Summarize
Summary of Public Services Performance Overview dashboard
The Public Services Performance Overview dashboard enables ServiceNow customers to assess key performance indicators and visualize data related to public services offered and requested by constituents, businesses, and agencies. This dashboard supports monitoring and improving service delivery performance by providing insights into service request volumes, resolution times, and service types over various periods.
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Access and Roles
- Viewer role (sngsm.serviceofferedviewer): Required to view dashboard widgets and data.
- Admin role (sngsm.serviceofferedadmin): Required to edit the dashboard.
- To access the dashboard, navigate to All > Platform Analytics > Library > Dashboards > Public Services Performance Overview.
Use Cases
- Administrators: Review benchmarking data to track public services offered and requested.
- Government Service Managers, Viewers, and Owners: Monitor service delivery trends, identify opportunities for improvement in case resolution, agent performance, and overall service experience.
Key Performance Indicators (KPIs)
- GSM-Government Case Count for Services Requested: Daily count of government service requests.
- GSM-Average of Government Case for Services Requested: 30-day average calculated from daily case counts.
- GSM-Average Resolution Duration of Government Cases: Average days to resolve cases, including a 12-month rolling average.
- GSM-Average Number of Services Provided Each Week by Service Type: Weekly averages calculated from daily data.
- GSM-Count of Services Requested Each Week by Service Type: Weekly counts measured daily.
- GSM-Government Services with Fastest/Slowest Time to Resolve: Identifies services with quickest and slowest resolution times.
Data Breakdowns
Performance data can be segmented by assignment group, service type, product, and case state to provide detailed insights.
Data Visualizations
The dashboard includes multiple visualizations sourced mainly from the Government Service Case [sngsmgovernmentservicecase] table and the Service Definition [sncasetypeselection] table:
- Top 10 services requested over 7 days, 30 days, and 6 months.
- Pie charts showing the distribution of services requested by type and available services by application.
- Total number of government services available in the system.
Practical Benefits
Using this dashboard, ServiceNow customers can efficiently monitor the performance of public services, identify trends and bottlenecks, benchmark service delivery, and make data-driven decisions to enhance constituent satisfaction and operational efficiency.
Use the Public Services Performance Overview dashboard to assess key performance indicators and data visualizations on public services offered to and requested by constituents, businesses, and agencies.
Required ServiceNow AI Platform roles
- sn_gsm.service_offered_viewer, required to view the dashboard widgets and data.
- sn_gsm.service_offered_admin, required to edit the dashboard.
Access the Public Services Performance Overview dashboard
To open the dashboard, navigate to .
Use cases
| User | Dashboard use |
|---|---|
Admin |
Reviews benchmarking information to track the public services offered to and requested by constituents, businesses, and agencies. |
Government service manager, service viewer,and owner |
Monitors the public services offered to and requested by constituents, businesses, and agencies. Does the following:
|
Indicators
- GSM-Government Case Count for Services requested
- Daily number of government services requested by constituents, businesses, and agencies.
- GSM-Average of Government Case for Services requested
- Daily average of government cases for services requested by constituents, businesses, and agencies. The average is calculated by using this formula: [[GSM-Government Case Count for Services requested]]/30.
- GSM-Average resolution duration of Government Cases
- Average number of days to resolve government cases.
- GSM-Average number of services provided each week by service type
- Average count of government services requested each work, by type of service. The count is calculated by using this formula: [[GSM-Average days to provide services by service type]]/7.
- GSM-Average resolution duration of Government Cases in last 365 days
- Average number of days to resolve government cases in the last 12 months.
- GSM-Avg number of services requested each week by service type
- Average count of government services requested weekly by service type. The count is calculated by using this formula: [[GSM-Count of services requested each week by service type]]/7.
- GSM-Count of services requested each week by service type
- Average number of government services requested each week, by service type. Measured daily.
- GSM-Average days to provide services by service type
- Count of government services provided each week by type of service. Measured daily.
- GSM-Government Services with fastest/slowest time to resolve
- Government services that have the quickest and slowest resolution times.
Breakdowns
- GSM-AssignmentGroup
- GSM-Government.ServiceOffered.Type
- GSM-Product
- GSM-State
Data visualizations
| Title | Type | Source table | Description |
|---|---|---|---|
|
Top 10 services requested in the last 30 days |
Government Service Case [sn_gsm_government_service_case] |
Top 10 requested services over a 30-day (monthly) period. |
|
|
Top 10 services with most open cases in last 7 days |
Government Service Case [sn_gsm_government_service_case] |
Top 10 requested services over a seven-day (weekly) period. |
|
|
Top 10 services requested in the last 6 months |
Government Service Case [sn_gsm_government_service_case] |
Top 10 requested services over a 6-month period. |
|
|
Services requested by service type |
 Pie chart |
Government Service Case [sn_gsm_government_service_case] |
Distribution (percentage) of government services requested by constituents, businesses, and agencies. |
|
Public Services |
Service Definition [sn_case_type_selection] |
Total number of all government services available in the system. | |
|
Public Services by application |
Pie chart |
Service Definition [sn_case_type_selection] |
Distribution (percentage) of government services available in the system. |