---
title: Configuring Public Sector Digital Services
description: Set up Public Sector Digital Services to enable government agents and service managers to provide government services to constituents, businesses, and other agencies.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/government-industry/configuring-public-sector-digital-services.html
release: australia
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 3
breadcrumb: [Public Sector Digital Services \(PSDS\)]
---

# Configuring Public Sector Digital Services

Set up Public Sector Digital Services to enable government agents and service managers to provide government services to constituents, businesses, and other agencies.

<table id="table_pkt_tl4_zbc" class="nav-card"><tbody><tr><td>

[Set up your environment\[Omitted image "bus-optimize-manage.svg"\] Alt text:Plan and set up your PSDS environment, import your foundation data, configure access and case management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/government-industry/psds-config-set-up-your-environment.md)

</td><td>

[Configure agent workspaces\[Omitted image "bus-customer-service-agent.svg"\] Alt text:Configure your agent workspaces, including the CRM Workspace, Playbooks, Service Bridge, case routing, and advanced case management features.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/government-industry/psds-config-organize-agent-workspaces.md)

</td><td>

[Enable communication channels\[Omitted image "bus-customer-service.svg"\] Alt text:Set up communication channels, including voice, email, web, and messaging.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/government-industry/psds-config-enable-comm-channels.md)

</td></tr><tr><td>

[Implement intelligence\[Omitted image "bus-actionable-analytics.svg"\] Alt text:Set up Intelligence features to automate routine tasks and provide recommended content to agents, such as ServiceNow Otto.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/government-industry/psds-config-imp-intel.md)

</td><td>

[Set up self-service\[Omitted image "bus-personalized-self-service-portal.svg"\] Alt text:Create self-service portals for constituents that are integrated with knowledge, communities, service catalogs, and chatbots.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/government-industry/psds-config-set-up-self-service.md)

</td><td>

[Extend capabilities\[Omitted image "bus-extend-visability.svg"\] Alt text:Set up additional PSDS features to extend the capabilities of your environment.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/government-industry/psds-config-advanced-cap.md)

</td></tr></tbody>
</table>## Other configuration tasks

In addition to installing the public sector application and playbooks, you can configure other features for public sector use:

-   **ServiceNow® Virtual Agent**

    Virtual Agent, which is included with a public sector subscription, provides end-user assistance through automated conversations in chat channels.

    The Public Sector Digital Services Core application offers several prebuilt public sector components \(topic blocks\) that conversation designers can use to create Virtual Agent conversations.

    The Service Request Playbook application provides a prebuilt Virtual Agent conversation topic, Create a service request, to help constituents submit non-emergency service requests.

    For details on configuring Virtual Agent for public sector use, see [Configure Virtual Agent for Public Sector Digital Services](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/government-industry/psds-configuring-va.md).

-   **Service definitions**

    A service definition enables you to map a public service, information service, or license and permit request service to your agency's service list. You can use service definitions to resolve constituent requests.

    As an admin, you can create service definitions that connect the services your agency offers to the services being requested by a constituent or business. When you create a service definition, you can configure the case management processes, such as the case types, for executing those services.

    For more information, see [Service definitions for Public Sector Digital Services](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/government-industry/psds-service-definitions.md).

-   **Relabel menu items in CRM Workspace after upgrade**

    After you upgrade your instance to a new release, certain menus and menu items in the CRM Workspace might not be labeled appropriately for public sector use. You can relabel the following items for public sector use by changing them in the UX list categories for Customer and Service Organizations.

    For details, see [Relabel CRM Workspace items after upgrade](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/government-industry/psds-relabel-after-upgrading.md).