--- sourceDocument: Australia Public Sector sourceDocumentLink: https://www.servicenow.com/docs/r/australia/government-industry Release : - australia ft:locale : - en-US ft:publication_title : - Australia Public Sector ft:clusterId : - gvin bundleId : - gvin workflow : - Customer and Industry --- # Case management # Case management for Public Sector Digital Services {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Case Management for Public Sector Digital Services Case management in Public Sector Digital Services enables government agencies to efficiently manage constituent requests, applications, and issues. By creating and routing cases to agents, it streamlines the process of evaluating and resolving these matters. This system enhances communication between government service agents and constituents, facilitating a responsive service environment. Show full answer Show less ## Key Features * **Case Workflows:** Automates the steps involved in closing cases, helping to track task completion and expedite resolutions. * **Case Types:** Categorizes different processes needed for specific issues, allowing agencies to tailor their approach across various departments or service types. * **Service Definitions:** Links specific service requests to case types, making it easier for agents and constituents to access relevant information. * **Playbooks:** Offers step-by-step visual guides for agents, enhancing productivity and improving constituent experiences by automating complex processes. * **Service Bridge:** Connects multiple ServiceNow instances, promoting coordination among various government agencies to enhance service delivery. ## Key Outcomes Implementing case management allows government agencies to effectively engage with constituents, categorizing and resolving their issues efficiently. By utilizing workflows, case types, service definitions, and playbooks, agencies can streamline operations, improve communication, and deliver better service outcomes for constituents. Manage constituent requests, applications, and issues by creating cases, routing cases to agents and groups, and working toward resolution. With case management, you can provide your government service agents with the tools they need to evaluate cases, communicate with constituents, answer questions, and resolve issues. ## Getting to know the case management process {#psds-explore-case-management__section_sck_2sl_swb} Case management refers to the processes and activities designed to evaluate and address constituent issues, requests, and applications while managing effective communication. Case management enables you as a government service agency to engage with constituents, categorize and route cases, assign work to government service agents, and manage cases through resolution and reporting. Case management starts with case creation from an interaction, as constituents reach out through a number of communication channels including email, phone, chat, and the Government Service Portal. The following diagram shows the case management process. Use the following features with the Public Sector Digital Services application to manage the cases for your constituents: * Case workflows * Case types * Service definitions * Playbooks {#psds-explore-case-management__ul_gnl_ncw_qwb} ## Case workflows {#psds-explore-case-management__section_gfx_rdv_xvb} A case workflow is a series of steps and tasks that are involved in closing a case. By using a case workflow, you can automate systems to simplify your processes, track task completion, and accelerate case resolution.. To learn more about case workflows, see [Life cycle of a Public Service case](https://www.servicenow.com/docs/FzLyiom9JRPACd3h7eNnaA "A public service request case within one of the three Public Sector Digital Services playbook applications can be in one of several states as it progresses through the fulfillment cycle."). ## Case types {#psds-explore-case-management__section_wgl_tdv_xvb} A case type is a collection of data and processes that are needed to resolve a specific type of issue. For example, case types are needed when a government agency has different processes for supporting constituents across multiple departments, agency locations, or service types. By using a case type, you can separate these processes through case applications that support each process. To learn more about case types, see [Government Service Case Types](https://www.servicenow.com/docs/bHIZLbNPALr8owa9ioImpw "You can use a public service case, which is based on the Government Service case type, to extend the customer service case from the Customer Service Management application. By using a case type, you can define the processes and data that are needed to resolve your public service requests."). ## Service definitions {#psds-explore-case-management__id_tyl_scw_qwb} A service definition refers to a specific type of service request that your agents can offer to constituents for a case type. Service definitions establish a connection between the products, services, and case types so agents and constituents can quickly access the relevant case types. To learn more about the service definitions, see [Service Definitions](https://www.servicenow.com/docs/MagREUAZZ4~vqTuFOClLsw "Service definitions are records used to store the details about a service provided to end users. By using a service definition, you can connect a public service with a case type to extend the types of services that can be requested, and the types of cases that can be created to support those services."). ## Playbooks {#psds-explore-case-management__section_q5s_vdv_xvb} Playbooks provide agents with a visual guide, including step-by-step guidance for the various tasks that the agents can use to resolve the specific type of service case. A playbook helps to improve agent productivity and the constituent experience by digitizing and automating complex agency service processes. To learn more about playbooks, see [Playbooks for Public Sector Digital Services](https://www.servicenow.com/docs/GRQauTMFlMF4Nsif4961Pw "A playbook provides government service agents with step-by-step guidance through the life cycle of a public service request case. Use Playbooks to fulfill requests for licenses and permits, government records and other public information, or non-emergency service requests."). ## Service Exchange {#psds-explore-case-management__section_lsc_vzx_13c} Service Bridge for Public Sector Digital Services (PSDS) allows agencies to connect multiple ServiceNow instances to provide support and service experiences across the Public Sector​ ecosystem, enabling coordination between multiple government service agencies and their constituents. To learn more about Service Bridge for PSDS, see [Service Exchange for Public Sector Digital Services](https://www.servicenow.com/docs/qiwSsuGL_cczv8VumCFKPg "Connect multiple ServiceNow instances to provide support and service experiences across the Public Sector​ ecosystem, enabling coordination between multiple government service agencies and their constituents using Service Bridge for Public Sector Digital Services (PSDS).").