Public Services Performance Overview dashboard

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.

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Use leading metrics and KPIs to analyze and report performance. This information is displayed as percentage values, line graphs, and bar charts.

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Benchmarking tab displaying various graphical representation of services requested and provided by service type. For the text description, refer to the Reports section.

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 All > Platform Analytics > Library > Dashboards > Public Services Performance Overview.

Use cases

For examples of how different people in your organization would use this dashboard, see these 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: - Observes short and long-term trends and patterns in service delivery. - Identifies opportunities to improve case resolution, agent performance, and the service experience.

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	Image omitted: trend.svg Bar graph.	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	Image omitted: trend.svg Bar graph.	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	Image omitted: trend.svg Bar graph.	Government Service Case \[sn\_gsm\_government\_service\_case\]	Top 10 requested services over a 6-month period.
Services requested by service type	Image omitted: inline-data-vis-96px-pie.png Pie chart	Government Service Case \[sn\_gsm\_government\_service\_case\]	Distribution \(percentage\) of government services requested by constituents, businesses, and agencies.
Public Services	Image omitted: single-score.svg Single score value enclosed in a circle.	Service Definition \[sn\_case\_type\_selection\]	Total number of all government services available in the system.
Public Services by application	Image omitted: inline-data-vis-96px-pie.png Pie chart	Service Definition \[sn\_case\_type\_selection\]	Distribution \(percentage\) of government services available in the system.

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