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.
- 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.
The following applications are available with Public Sector Digital Services that enable you to create and use playbooks:
- Social Benefits Playbook
- Provides an end-to-end workflow for handling applications for social benefit programs submitted by public sector end users.
- License and Permit Playbook
- Provides an end-to-end workflow for handling license and permit requests submitted by public sector end users.
- Information Request Playbook
- Provides an end-to-end workflow for handling public record and information requests submitted by public sector end users.
- Service Request Playbook
- 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.