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.

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.

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.