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More Accessible Services With Transparent Human Oversight
We engineer agents that guide citizens to the right service, structure applications before they reach a caseworker, organize case information across departments, support public employees with citable answers, and widen access to approved public information — with permissions, review, and audit trails designed in from the start.
- Sector
- Public & Institutional Services
- Agents on this page
- 6 purpose-built agents
- Control
- Approval checkpoints and audit trail
Public agencies run on procedure — statutes, forms, deadlines, and case files that pass between departments with different systems and different vocabularies.
Citizens experience that machinery as friction: the right service is hard to find, requirements are scattered across pages, and one missing document can stall a straightforward request.
The teams behind the counter feel it too. Front-line employees answer the same questions again and again, caseworkers reconstruct histories from disconnected systems, and policy changes take effect faster than the documents explaining them can be found.
This is where structured agents earn their place — not deciding anything, but preparing everything. An agent can identify the right service, check an application before it enters the queue, assemble a case file a caseworker can act on immediately, and answer routine questions from approved sources with citations. The decisions, the discretion, and the accountability stay exactly where the public expects them: with people.
Where the work slows down
Complex Procedures
A single life event — moving, building, starting a business — can span three departments, five forms, and requirements written in statutory language. Citizens abandon applications not because they are ineligible, but because the path is unclear.
High Enquiry Volume
Phone lines and service desks absorb the same questions about opening hours, required documents, and processing steps every day, leaving less capacity for the cases that genuinely need a person.
Incomplete Applications
Applications arrive missing signatures, attachments, or consistent dates, forcing rework loops in which caseworkers write back, citizens resubmit, and queues grow on both sides.
Multilingual Access
Residents who do not read the administrative language face services that are formally open and practically closed. Ad-hoc translation puts legal and procedural meaning at risk.
Disconnected Case Systems
A citizen's history lives in separate systems per department, so caseworkers reassemble context by hand and handoffs lose information at every boundary.
Hard-to-Find Current Policy
Policies, circulars, and procedure manuals accumulate in versions across drives and intranets, and employees cannot always tell which text is currently in force.
Six agents designed around this work
Citizen Information Agent
Answers routine citizen questions from approved public sources, with a citation on every response.
What it does
- Receives citizen questions through the service portal, chat, or email intake and identifies which service, office, or procedure each one concerns
- Retrieves answers from the approved public knowledge base and cites the source page and its revision date in every response
- Explains opening hours, required documents, and fee schedules in plain language matched to the citizen's described situation
- Routes questions it cannot ground in an approved source to a service employee, with the conversation so far attached
- Records unanswered and frequently repeated questions so content teams can close gaps in the public knowledge base
Works in
- Public knowledge base
- Communications
- Appointment systems
- Web portal and forms
Any question that touches an individual's case status or eligibility is handed to an employee — the agent explains procedures, never personal outcomes.
Application Guidance Agent
Walks applicants through requirements and checks drafts so applications arrive complete the first time.
What it does
- Identifies the correct application type from a citizen's described situation and lists every requirement before they begin
- Checks draft applications for missing fields, absent attachments, and inconsistent dates, and explains each gap in plain terms
- Prepares a completed application summary that the citizen reviews and confirms before anything is submitted
- Retrieves current fee amounts and published processing information from the responsible department's guidance
- Flags situations that call for discretionary judgment — hardship claims, exceptional circumstances — to a caseworker before submission
Works in
- Forms
- Document management
- Identity (verification status only)
- Payment services
- Public knowledge base
The citizen submits their own application, and formal receipt, acceptance, and every decision on it remain with the department.
Permit Intake Agent
Turns submitted permit requests into structured, review-ready case files for the responsible officers.
What it does
- Receives submitted permit requests and verifies that plans, certificates, and supporting documents match the published checklist for that permit class
- Extracts key details — address, requested use, dimensions, dates — into structured case fields the reviewing officer sees on opening the file
- Requests specific missing documents from the applicant with a clear description of what is needed and why
- Routes each complete file to the responsible reviewing team based on permit type and jurisdiction rules
- Records intake timestamps and completed document checklists so the review queue reflects genuinely ready cases
Works in
- Case management
- Document management
- Forms
- Payment services
- Communications
Granting, denying, or conditioning a permit is an officer's decision at every step; the agent only certifies that a file is complete enough to review.
Case Coordination Agent
Keeps case information assembled across departments and keeps citizens informed as their case moves.
What it does
- Retrieves case records from the systems each involved department uses and assembles a single chronological view for the assigned caseworker
- Updates case timelines when documents arrive, deadlines approach, or another department records an action
- Prepares status summaries in citizen-readable language and sends them through the approved channel once the caseworker releases them
- Flags cases stalled past their published processing window and routes them to the supervising officer
- Records every cross-department handoff so the chain of responsibility stays visible
Works in
- Case management
- Document management
- Communications
- Identity
It never alters a case's substantive outcome or priority on its own — reprioritization and any decision on the case itself go through the responsible caseworker.
Multilingual Services Agent
Extends the same service information and correspondence into the languages residents actually speak, with review on anything legally significant.
What it does
- Detects the language of incoming enquiries and responds with service information drawn from the same approved sources as the primary-language channel
- Prepares plain-language translations of requirement lists, forms guidance, and status notices for employee review before they are sent
- Checks translated content against the source text and flags passages where legal or procedural meaning could shift
- Routes conversations that need certified translation or a live interpreter to the appropriate service, with the exchange so far attached
Works in
- Public knowledge base
- Communications
- Forms
- Appointment systems
Legally significant notices go out only after a qualified reviewer approves the translation; the agent drafts and flags, it does not certify.
Internal Policy Agent
Gives employees the current, citable version of policy — and says clearly when a text has been superseded.
What it does
- Retrieves the current version of policies, circulars, and procedure manuals in answer to employee questions, citing document, section, and effective date
- Checks whether a cited provision has been amended or superseded and says so explicitly rather than answering from outdated text
- Prepares side-by-side summaries of what changed between policy versions when employees ask what is new
- Records which policies employees search for and fail to find, giving the policy office a map of gaps and ambiguities
- Routes genuine interpretation questions to the designated policy owner instead of guessing at ambiguous text
Works in
- Document management
- Policy repository
- Internal knowledge base
- Internal communications
Where a question calls for interpretation rather than retrieval, it goes to the named policy owner — the agent reports what the text says, not what it means in a contested case.
One request, end to end
Citizen Need Expressed
A resident describes their situation in their own words and their own language, through the portal, phone line, or service desk.
Service Identified
The agent matches the situation to the correct service and jurisdiction, and confirms both with the citizen before going further.
Requirements Explained
Every required document, fee, and deadline is laid out in plain language, drawn from the responsible department's current published guidance.
Application Checked
The draft is checked for missing fields and attachments, and each gap is explained so the citizen can fix it before submission rather than after rejection.
Structured Case Delivered
The responsible department receives a complete case file with extracted details, verified attachments, and a full intake record.
Status Communicated
The citizen receives clear status updates through their chosen channel, released by the caseworker who owns the case.
Connected to the systems that run the work
01Case Management
- ServiceNow
- Salesforce
- or a department-built case system
02Forms & Intake
- Form.io
- Typeform
- or an existing government e-form platform
03Document Management
- SharePoint
- OpenText
- or an established records repository
04Identity & Access
- national eID providers
- Okta
- or Microsoft Entra ID
05Appointments & Payments
- Qmatic
- Microsoft Bookings
- or an existing government payment gateway
06Knowledge & Communications
- a public website CMS
- Zendesk
- or email and SMS gateways such as Twilio
Built for Public Accountability
Public services carry a duty most products never face: every outcome must be explainable, contestable, and traceable to a human authority. Our agents make no eligibility, enforcement, benefit, immigration, licensing, or other high-impact public decision — they prepare, organize, and route so the people accountable for those decisions work from complete information. Every response is grounded in approved sources, and every action is logged.
- Role-based permissions scoped by department, case type, and data class
- Approval checkpoints before legally significant notices or translations go out
- Audit trails covering every retrieval, answer, routing action, and handoff
- Hard data boundaries between departments — no cross-case data pooling
- Source traceability: every citizen-facing answer cites its approved document
- No autonomous eligibility, enforcement, benefit, immigration, or licensing decisions
- Evaluation suites built from real service scenarios, rerun on every change
- Continuous monitoring with defined escalation thresholds
- Safe fallback to an employee at any point, with appeal paths always stated
From first workshop to launch
Discovery and product architecture
Map the user journeys, workflows and technical priorities.
UX/UI design and prototype
Define the interface system, key screens and clickable flows.
Development and integrations
Build the frontend, backend and integrations.
Launch, optimisation and scaling
Improve the platform through analytics and feedback.
Questions, answered
Agents operate inside your environment and your data rules — deployment can sit in your cloud tenancy or on approved infrastructure, subject to the public-sector data requirements that apply to you. Each agent reads only the systems and data classes its role permits, department data stays bounded, and every access is logged. Nothing about a citizen is pooled across cases or reused outside the workflow it serves.
Every decision with legal or personal consequence: eligibility, benefits, enforcement, immigration status, licensing, permits, appeals. Agents prepare complete files, explain procedures, and route work — the moment a judgment call appears, the case goes to the person with the authority to make it, with the full record attached.
Yes — we build against what you run today. Where modern APIs exist we use them; where they do not, we build controlled adapters that read and write through defined interfaces, with every write scoped, permissioned, and logged. Replacing your case system is not a prerequisite.
With one high-volume, low-risk workflow — typically cited service information or application completeness checking. It is measurable, it touches no discretionary decision, and it gives your team a concrete basis to evaluate accuracy, auditability, and citizen response before anything larger is scoped.
Map One Service Workflow With Us
Pick the service with the longest queue or the most abandoned applications. We will map it end to end with your team, mark exactly what an agent can prepare and what stays with an employee, and scope a first build you can evaluate against your own standards for accuracy, privacy, and accountability.