Constituent Service dashboard

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.

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Constituent Services Overview tab that displays indicators and reports for constituent cases represented by various graphs and tiles.

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Constituent Services Performance tab that displays KPIs and reports on open and closed cases represented by line and bar graphs.

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.

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

Title	Type	Source table	Description
Open cases older than 30 days by stage and state	Pivot Image omitted: pivot.svg </td><td> 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 Image omitted: single-score.svg </td><td> Government Service Case \[sn\_gsm\_government\_service\_case\]	Total number of unresolved government cases in the system.
Cases opened per week	Line Image omitted: line-trend.svg </td><td> 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 Image omitted: single-score.svg </td><td> 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 Image omitted: pivot.svg </td><td> Government Service Case \[sn\_gsm\_government\_service\_case\]	Detailed summary of open government cases, arranged by stage and state.
Cases closed per week	Line Image omitted: line-trend.svg Line	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.

Parent Topic:Analytics and Reporting Solutions for Public Sector Digital Services