---
sourceDocument: Australia Public Sector
sourceDocumentLink: https://www.servicenow.com/docs/r/government-industry

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Public Sector

ft:clusterId :

    - gvin

bundleId :

    - gvin

workflow :

    - Customer and Industry


---

# Playbooks

# Playbooks for Public Sector Digital Services {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

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.
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.

By using a playbook, you can visualize the entire life cycle of the public service case workflow. With 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.
{#playbooks-psds-exploring__ul_oqh_ygn_b1c}

The following applications are available with Public Sector Digital Services that enable you to create and use playbooks:  

[Social Benefits Playbook](https://www.servicenow.com/docs/klSM54fR384VvQfzgUOvmg "The Social Benefits Playbook provides an end-to-end workflow for handling applications for social benefit programs offered by your government agency and submitted by public sector end users.")
:   Provides an end-to-end workflow for handling applications for social benefit programs submitted by public sector end users.

[License and Permit Playbook](https://www.servicenow.com/docs/I_nghcPDW_oqmo7~7tlJPQ "The License and Permit Playbook provides an end-to-end workflow for handling requests for the license and permit that your agency offers, submitted by public sector end users.")
:   Provides an end-to-end workflow for handling license and permit requests submitted by public sector end users.

[Information Request Playbook](https://www.servicenow.com/docs/wV7cgf_5gq353NgdauNRyw "The Information Request Playbook provides an end-to-end workflow for handling public record and information requests submitted by public sector end users under the Freedom of Information Act (FOIA).")
:   Provides an end-to-end workflow for handling public record and information requests submitted by public sector end users.

[Service Request Playbook](https://www.servicenow.com/docs/nbuOCBfhoJINR4iJu7TWng "The Service Request Playbook provides an end-to-end workflow for handling non-emergency service requests submitted by public sector end users.")
:   Provides an end-to-end workflow for handling non-emergency service requests submitted by public sector end users.

The corresponding playbook for each case type automatically appears in the Playbook tab when an agent creates a public service request case in the CSM Configurable Workspace, or when a constituent puts in a request through the Government Service Portal.

To learn more about playbooks, see [Using Playbooks Public Sector Digital Services](https://www.servicenow.com/docs/Wvt3Xld2sDSx2x9tP4onPg "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 license and permits, government records and other public information, or non-emergency service requests.").