Playbooks for Public Sector Digital Services

---
title: Playbooks for Public Sector Digital Services
description: 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.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/government-industry/playbooks-psds-exploring.html
release: australia
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 2
breadcrumb: [Playbooks and Solutions, Explore, Public Sector Digital Services \(PSDS\)]
---

# Playbooks for Public Sector Digital Services

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.

\[Omitted image "lpr-example.png"\] Alt text: License Permit Playbook.

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.

\[Omitted image "lpr-example.png"\] Alt text: License Permit Playbook.

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

-   **[Social Benefits Playbook](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/government-industry/psds-exploring-pbs-social-benefits.md)**

    Provides an end-to-end workflow for handling applications for social benefit programs submitted by public sector end users.

-   **[License and Permit Administration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/government-industry/psds-exploring-pbs-license-permit.md)**

    Provides an end-to-end workflow for handling license and permit requests submitted by public sector end users.

-   **[Information Request Administration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/government-industry/psds-exploring-pbs-information-request.md)**

    Provides an end-to-end workflow for handling public record and information requests submitted by public sector end users.

-   **[Service Request Administration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/government-industry/psds-exploring-pbs-service-request.md)**

    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 Public Sector 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://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/government-industry/psds-using-playbooks-overview.md).