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AI Government Case Intake Agent Development
What to bring, explained up front
An agent for public service counters. It explains what a service requires from the guidance your agency approved, checks that an application has the documents it needs, and routes it to the responsible officer.
An agent for public service counters. It explains what a service requires from the guidance your agency approved, checks that an application has the documents it needs, and routes it to the responsible officer. It decides nothing about eligibility and is always clear about what it is.
People approach a public service once every few years and do not know the rules. They queue, or wait on the phone, to ask what to bring. They submit an application and are told a month later that a document is missing. Officers spend their days answering the same questions and returning incomplete files. The service is slow mostly because of what happens before a case reaches an officer.
This page describes a workflow we propose to build as a custom project. It does not exist as software yet. It would reuse the approved-knowledge answers with sources and the handling of out-of-date documents from our internal knowledge demonstration, and the completeness checks from our invoice demonstration. Service rules, case routing and connection to a case management system are not built.
Six jobs it carries through
Requirement answers
Explains the service from approved guidance.
- Who may apply, as published
- Documents and fees
- The official source named
- Says when the guidance does not cover a case
Guided preparation
Helps an applicant prepare.
- A checklist for their situation
- Based on what they tell it
- Forms and where to find them
- Plain language
Document check
Checks an application's documents.
- Each required item present
- In date and legible
- Fields read with their source
- Gaps listed once
Officer routing
Sends the case to the responsible officer.
- By service and district
- Complete files first in line
- Unusual cases marked
- A summary attached
Status and updates
Tells applicants where their case is.
- Identity confirmed
- The stage and the next step
- Published processing times
- No prediction of the outcome
Access and oversight
Keeps the service open and accountable.
- Clear that it is an automated assistant
- A route to a person at every step
- Accessible, plain-language replies
- A record of every answer given
What Goes Wrong Without It
What do I need to bring
The most common question, answered thousands of times.
Incomplete applications
A missing document is discovered a month in.
Guidance that changed
A leaflet from last year is still in circulation.
Opaque status
An applicant cannot find out where their case is.
Unequal access
Help is available only in office hours and one language.
Automation people cannot question
A system gives an answer and there is no person to ask.
Walk One Real Case Through It
Thirty minutes, one case from your own process. We map it against the workflow on this page and tell you plainly what can be reused from our demonstrations and what has to be built for your systems.
One Case, Start to Finish
An example of one case, in 6 steps. The same steps play in the picture at the top of this page.
Question asked
A resident asks what they need to register a small business.
Guidance quoted
The requirements are given from the current official guidance, with a link to it.
Checklist built
From their answers, a checklist of four documents and one fee is prepared.
Documents checked
Three documents are uploaded. One is past its validity date and is flagged.
Routed
With the document replaced, the complete file goes to the licensing officer for their district.
Status given
Two weeks later the resident asks for an update and is told the stage and the published timeframe.
What It Reads and Writes
The systems named here are the kind this agent works with. Which ones it connects to in your case is settled in the scope.
Case management
- Your agency's case or licensing system
Guidance
- Official, current service guidance
Identity
- Your citizen identity or sign-in service
Channels
- Web
- phone
- service counters
- messaging
Documents
- Secure upload and storage
Officers
- The people who decide cases
It Explains and Prepares, Officers Decide
Decisions about a person's entitlement are made by officers under the law, and people have a right to know when they are dealing with an automated system. The agent says what it is, quotes published guidance with its source, checks that documents are present and routes the file.
It does not determine eligibility, interpret legislation or predict an outcome. Every answer it gives is recorded, and a person can be reached at any step.
- Says clearly that it is automated
- Guidance quoted with its source
- Presence checked, not entitlement
- No decisions on eligibility
- A person reachable at every step
- A record of every answer
What Buyers Ask First
No. It explains requirements, helps applicants prepare and checks that a file is complete. Decisions on eligibility are made by officers. This separation is deliberate and should stay.
Document intake is the engine underneath. This agent adds what a public service needs around it: guidance for people who do not know the rules, transparency about automation, accessibility and a route to an officer.
Replies are written in plain language and the interface is built to accessibility standards agreed with you. Each language needs approved guidance in that language. We would not offer a language the agency has not published guidance in.
Not as software yet. This page describes a proposed workflow. It would reuse the approved-knowledge answers with sources and the handling of out-of-date documents from our internal knowledge demonstration, and the completeness checks from our invoice demonstration. Service rules, case routing and connection to a case management system are not built. A project starts by mapping your process, then proving the first steps on test data before anything touches a live system.
Count the Applications Returned as Incomplete
Over one month, for one service. That share is the first measure of what better preparation would change.