--- 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 --- # Playbooks and Solutions # Playbooks and Solutions {#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 Playbooks and Solutions Public Sector Digital Services (PSDS) offers government agencies a comprehensive suite of tools designed to enhance case management and service delivery for constituents, businesses, and other agencies. These solutions enable agents to efficiently manage government service cases, investigations, grants, and non-emergency requests through tailored workspaces and guided workflows. Show full answer Show less ## Key Features * **Investigative Case Management (ICM):** Provides a centralized workspace for investigators and supervisors to manage cases, organize related assets, view investigation contexts, and receive relevant recommendations. * **Grants Management:** Supports setting up, awarding, and screening grant proposals using a structured Grants Application Workflow covering the pre-award phase. * **Playbooks:** Step-by-step guided workflows designed to help government service agents handle various case types, including licenses and permits, government records requests, non-emergency service requests, grant applications, and social benefits programs. Four main playbooks are available: * Social Benefits Playbook * License and Permit Administration * Information Request Administration * Service Request Administration * **CSM Configurable Workspace:** A unified workspace for agents to manage multiple cases simultaneously with dynamic contextual information, visibility into issue status agency-wide, and personalization options such as compact and dark modes. Playbooks are integrated within this workspace for streamlined case resolution. * **Mobile Agent:** Enables government agents to create, update, and track non-emergency requests on mobile devices, providing an overview of new and active cases. Currently supports Service Request Administration cases. * **Advanced Work Assignment (AWA):** Automatically routes and assigns public sector work items to the most suitable agents based on availability, capacity, and skills, optimizing workload distribution. ## Key Outcomes * Improved agent productivity through tailored, guided workflows and centralized case management. * Enhanced investigative and grant management capabilities with structured tools and contextual insights. * Streamlined handling of diverse government service requests, ensuring consistent and efficient service delivery. * Greater visibility and control for agents and managers over case statuses and workloads. * Flexibility and mobility for agents to manage cases anytime, anywhere via mobile access. * Optimized resource allocation and faster case resolution through automated work assignment. Public Sector Digital Services provides agents across government agencies with a tailored workspace experience to work on cases created by constituents, businesses, and agencies. Investigative Case Management : The Public Sector Investigative Case Management (ICM) solutions workspace provides a single location for investigators to organize assets related to an investigation. Investigators and supervisors can use ICM to initiate and manage investigative cases, view the full context of an investigation, and get relevant recommendations. Grants Management : Use Grants Management for Public Sector Digital Services to set up and award grants, and screen proposals for them​. The Grants Application Workflow in the Public Sector Digital Services (PSDS) Grants Management Playbook provides a structured process for managing grant applications from submission for the pre-award phase. Playbooks : A playbook provides government service agents with step-by-step guidance through the life cycle of a government service case. Use Playbooks to fulfill requests for license and permits, government records and other public information, or non-emergency service requests, and to review applications for grants or the social benefits programs your agency offers. The workflows that are associated with a specific type of case and the activities that need to be completed to resolve cases of this type are detailed in the playbook. Playbooks also help your agents to visualize the entire life cycle of a workflow. Four applications are available with Public Sector Digital Services that enable you to use playbooks: * Social Benefits Playbook * License and Permit Administration * Information Request Administration * Service Request Administration {#using-public-sector-workspace-for-government-agents__ul_itq_bjr_c1c} 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."). CSM Configurable Workspace : Your government service agents have one stop for constituent interactions, the Public Sector Workspace for Public Sector Digital Services. Multiple tabs enable agents to manage several cases at once. Agents and managers have ongoing visibility into the status of issues assigned to different agents across the agency. The workspace dynamically displays related contextual information based on the current state. Agents can also set compact mode and dark mode to optimize their experience and productivity. Public Sector Digital Services playbooks are setup on and are accessed through the Public Sector Workspace to provide step-by-step guidance to agents for resolving specific types of government service cases, including service requests, information requests, license and permit, and social benefits cases. To learn more about CSM Configurable Workspace, see Explore CSM Configurable Workspace. Mobile Agent : Your government agents can use the Mobile Agent to create, update, and monitor non-emergency requests on a mobile device. You can also get an overview of your case load, including your new and active service request cases. The Mobile Agent is currently only supported by the Service Request Administration. To learn more about the Mobile Agent application, see [Mobile Agent experience for Public Sector Digital Services](https://www.servicenow.com/docs/GCvme3~Qo1TWiZA7VO20bg "If you're a government agent, you can use the Mobile Agent app on your mobile device to create, update, and monitor the status of non-emergency service requests in the Public Sector Digital Services application. You can also get an overview of your case load, including your new and active cases."). Advanced Work Assignment : Use the Advanced Work Assignment (AWA) application to automatically route and assign public sector work items, such as non-emergency requests, to the best-equipped agents, based on their availability, capacity, and skills. To learn more about Advanced Work Assignment, see [Automatically route service requests using Advanced Work Assignment](https://www.servicenow.com/docs/DD8JSzOepAIRCtWxPeuwDA#psds-configuring-awa "Use the ServiceNow Advanced Work Assignment (AWA) application to route and assign public sector service requests, such as non-emergency requests, to designated agents.").