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Get to Know the Industry Common Layer in Public Sector Solutions
Gain an understanding of the components that Public Sector Solutions uses to streamline and automate common program functions at public sector agencies.
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The industry common layer in the Public Sector Solutions architecture provides tools and components to automate many of the processes that underlie service delivery. Before you implement Public Sector Solutions, make sure that you understand what these components are and what they do. That way, you can build on a solid foundation that meets your immediate goals and allows you to easily scale to include new ones. For example, start with automating the processing of licensing and permitting applications, and later add support for the digital delivery of programs and benefits.
Most public sector agencies generally share a common workflow: intake, assessment, delivery, and monitoring. While the details of each phase of the workflow differ depending on each agency’s mission, the components in the common layer streamline processes for all agencies and departments, in every phase.
Intake
Intake is all about receiving and processing applications and their supporting documentation. Omnistudio is critical in this phase of the public sector workflow. Use Omniscripts to create application and intake forms that constituents experience as dynamic, guided flows on your Experience Cloud site. Public Sector Solutions provides several templates to get you started, including for license applications, referral intake, and documenting public complaints. Customize the templates or create your own Omniscripts that use Omnistudio Data Mappers to make applications and intake forms easier for constituents to complete. For example, use an Omnistudio Data Mapper to populate application fields with relevant data, such as a constituent's address and contact details.
After applications and intake forms are submitted, use industry common layer components to automate review and approval processes. Here are some examples.
- Document Checklist Items route submitted documents to appropriate reviewers for approval.
- Intelligent Document Automation routes scanned documents to the appropriate queue for review and approval.
- Action Launcher lets you quickly start a referral or complaint intake, or start another common task.
- Action Plans track the steps of the review and approval process and help users stay on top of to-do items.
- Record Alerts notify reviewers when an application needs action.
- Business Rules Engine determines policy decisions and program eligibility and calculates benefit amounts.
- Decision Explainer gives reviewers insight into policy decisions and eligibility determinations.
- A Data Mapper and the Omniscript PDF Action attach completed forms to application records as PDF files.
Assessment
Approvals and eligibility determinations often involve more than routing and reviewing documents. Licenses and permits often require onsite inspections, while program and benefit determinations require offline or virtual assessments. To help you determine constituent eligibility for programs and services, Public Sector Solutions offers dynamic assessments, which are based on Discovery Framework. Discovery Framework is a data model of objects that let you collect data through Omniscript forms and validate whether the data complies with your policies.
But Discovery Framework is just the beginning. To help you assess constituent eligibility for programs, benefits, and other services, use these industry common layer features.
- Action Plans define assessment tasks.
- Omnistudio Integration Procedures map and store data from assessment responses to Salesforce objects.
- Action Launcher lets you quickly email a constituent with a follow-up or clarifying question, log a call, or start another common task.
- Party Relationship Groups let you make support determinations for households and other groups of constituents, not just individuals.
- Life Events show at a glance the significant events in a constituent's life.
- Actionable Relationship Center (ARC) shows relationships among constituents on an interactive graph.
- Timeline shows a chronological view of a constituent's interactions with your agencies.
- Identity Verification ensures that you're communicating with the intended constituent or their authorized representative before you share private or sensitive information.
- Interaction Summaries let you record detailed notes of meetings and conversations.
Delivery
Business process automation in Public Sector Solutions streamlines when and how you notify constituents about approvals (and rejections). Still, many components in the industry common layer are relevant to the delivery of services to constituents. Here are some examples.
- Decision Explainer shares the reasoning for policy decisions and eligibility determinations with constituents.
- Omnistudio Document Generation lets you quickly, accurately, and consistently create documents such as official correspondence, certificates, grant award letters, contracts, and inspection reports.
- Omniscript flows allow constituents to appeal determinations.
Monitoring
Delivering service isn't a one-and-done affair. Caseworkers and case managers must continually engage with constituents to field questions and check on their progress. And constituents must reapply and recertify for licenses, permits, grants, and benefits, as well as notify agencies of changes to their circumstances that affect program eligibility.
For all of these tasks, use these industry common layer features.
- The account Lightning record page for service representatives includes the Timeline, Action Launcher, Record Alerts, and Interaction Summaries components so that users can stay on top of relevant information and tasks in one place.
- Identity Verification and Audit Trail ensure you're always communicating with the intended constituent, and show a list of engagement records.
- Service Process Studio creates complex processes that automate responses to service requests from constituents.
- Intelligent Document Automation tracks and archives documents shared with constituents.
- Decision Explainer preserves decision logs and audit application data.
- Omniscript flows allow constituents to renew, recertify, and start the whole cycle over again.
Which Component Should I Use?
The components in the industry common layer in Public Sector Solutions are also used in other Salesforce Industries clouds. To learn more about the components and how to set them up, use the links in this table. Keep in mind that detailed documentation for some of these components is provided in other parts of Salesforce Help.
