---
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


---

# Using Information Request Administration

# Using Information Request Administration {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read
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![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 Information Request Administration

Information Request Administration for Public Sector Digital Services enables agents and managers to efficiently manage and resolve information request cases using a guided playbook approach.
This playbook provides step-by-step instructions through the entire lifecycle of an information request case, ensuring consistent handling and resolution.
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The playbook automatically appears under the Playbook tab when an information request case is created via the Public Sector Workspace. It breaks down the workflow into multiple stages and activities, combining manual and automated steps to streamline case processing.

## Key Features

* **Playbook Stages:** The workflow is divided into four main stages:
  * **Intake:** Captures request details and assigns the case to an agent.
  * **Review:** Allows verification of case validity and checks for duplicates.
  * **Process:** Guides through the fulfillment activities for the information request.
  * **Decision:** Manages communication of documents and information to constituents and involved parties.
* **Playbook Layout:** The process-based experience view is the default, providing:
  * A horizontal stage picker to track progress across stages.
  * Record information displayed on the left for constant access to contact details.
  * A contextual side panel on the right showing case activity streams, case overview, customer details, timelines, SLAs, and dynamic related records.
* **Playbook Components:**
  * **Header:** Displays the playbook title, stage picker, filters for activities, and action menus.
  * **Lifecycle Panel:** Lists all activities within the current stage and allows expansion or collapse of activity lists.
  * **Work Area:** Shows the current activity's details and tasks to be completed.
  * **Contextual Side Panel:** Supports detailed case information and related records for comprehensive case management.
  * **Constituent/Business Card:** Provides contact information for the request submitter, accessible on the left side.

## Key Outcomes

Using the Information Request Administration playbook, ServiceNow customers can:

* Visualize and manage the entire information request lifecycle efficiently.
* Ensure consistent adherence to processes through guided stages and activities.
* Automate routine communications to improve response times and accuracy.
* Access all relevant case and contact information in a unified workspace, enhancing case resolution efficiency.
* Track progress clearly with intuitive navigation and status indicators, enabling better case management and oversight.  
If you're an information request case agent or manager, you can use the Information Request Administration for Public Sector Digital Services to manage and resolve requests for information and public records.
A playbook provides you with step-by-step guidance through the life cycle of an information request case.

<br />

The Information Request Administration automatically appears in the Playbook tab when you create an information request case by using the Public Sector Workspace.
A playbook takes a workflow and breaks it into multiple stages or lanes. Each stage in a playbook includes one or more activities, or steps, for you to complete. Stages can also include automated activities, such as auto-sending an email to a customer when a stage or activity is complete. When using a playbook, you can:

* View the playbook stages and activities.
* Select an activity and perform the work to complete that activity.
* Mark an activity as complete and move to the next activity or stage.
* Complete the stages and activities to resolve the case.
{#psds-using-ir-playbooks__ul_y5f_pnm_swb}

The workflows for a type of case and the activities that you need to resolve these cases are in the playbook. By using a playbook, you can visualize the entire life cycle of the information request workflow.

## Playbook stages {#psds-using-ir-playbooks__section_z5f_pnm_swb}

The Information Request Administration stages are listed in the following table.{#psds-using-ir-playbooks__table_avf_pnm_swb__entry__2}

| Task | Description |
|-|-|
| Intake | Guides you through the record creation process by capturing the details of the information request and assigning it to the right agent. |
| Review | Acts as a checkpoint for duplicate cases and provides you with an opportunity to review the case details to verify that the issue is valid and needs to be resolved. |
| Process | Guides you through the activities for the information request fulfillment. |
| Decision | Captures and communicates the documents and information to the constituent and any other agents or involved parties. |
[Table 1. Playbook stages]

{#psds-using-ir-playbooks__table_avf_pnm_swb}

## Playbook layout {#psds-using-ir-playbooks__section_bvf_pnm_swb}

A playbook is made up of several areas, including the playbook life cycle, the playbook work area, and the contextual side panel. The activity view determines how the stages and activities appear in the playbook.

The default activity view for the Information Request Administration is the Process-based experience view. This view, which is shown in the following example, shows constituent or business information and case task information at the forefront of the
playbook work area as you work on it.  
The process-based playbook layout shows the following features:

* A horizontal stage picker that gives the agent a complete view of the entire process and where they currently are in that process. Agents can use the stage picker to track their overall progress as they work on cases.
* Record information on the left side of the page, such as the contact information that is always available.

* Related records in the contextual side panel supported by the dynamic related records component.
{#psds-using-ir-playbooks__ul_ulk_ngs_pzb}
Figure 1. Playbook layout with the Process-based experience view The following table shows the components that you can see in the Information Request Playbook workspace.{#psds-using-ir-playbooks__table_j4r_cww_5pb__entry__2}

| Playbook area | Description |
|-|-|
| Playbook header | * Appears at the top of the playbook. * Shows the title of the playbook and a horizontal stage picker that displays progress through the playbook stages. * Includes a filter that you can use to filter the activities by the assigned user or the activity status. * Includes the Playbook Actions menu that you can use to select the playbook-level and activity-level actions. {#psds-using-ir-playbooks__ul_phl_pw4_1qb} |
| Playbook Lifecycle | * Appears in a panel on the left side of the playbook. * Displays a list of the activities for each stage. * With the horizontal stage layout, you can expand or collapse the entire list of activities for the current stage. {#psds-using-ir-playbooks__ul_qn4_4ws_pzb} |
| Playbook work area | * Appears in the middle of the playbook. * Displays the card for the current activity. {#psds-using-ir-playbooks__ul_mdb_gxw_5pb} |
| Contextual side panel | * Appears on the right side of the playbook. * Includes the tabs that you can use to display the following types of information: * Case or case task activity stream. * Ribbon information such as the case overview, customer details, timeline, and service level agreements (SLAs). * Dynamic related records. For more information, see [Dynamic related records](https://www.servicenow.com/docs/6ar5ZnETJkKB8YG5i3tlXA "You can view the dynamic related records in the playbook contextual side panel in Public Sector Workspace. These records dynamically change based on the current record or playbook activity."). {#psds-using-ir-playbooks__ul_x34_pxw_5pb} {#psds-using-ir-playbooks__ul_k5z_kxw_5pb} |
| Constituent or Business Card | * Contact information for the constituent or business that submitted the request. * Appears in a panel on the left side of the playbook. {#psds-using-ir-playbooks__ul_gfz_hxs_pzb} |
[Table 2. Playbook components]

{#psds-using-ir-playbooks__table_j4r_cww_5pb}