Citizen services, transformed
a large US state agency
faster case handling
smaller backlog
audit trail on every decision
Residents waited weeks for case decisions while staff retyped information across legacy systems and chased missing documents. Backlogs grew, and inconsistent handling drew complaints and appeals. The agency needed to speed case handling and improve fairness, all while meeting strict transparency and recordkeeping obligations for public services.
How we approached it
Mapped the intake-to-decision workflow to locate the steps that stalled cases.
Built agents to classify submissions, extract data, and flag missing documents up front.
Routed cases by complexity so straightforward ones move fast and hard ones reach specialists.
Built in audit logging and human review to meet transparency requirements.
“Residents get answers in days, not weeks. Caseworkers spend their time on people who need help, not on retyping the same forms.”
Every step is logged with a full audit trail, and human caseworkers review decisions, so the agency can explain and defend any outcome on request.
No. The agents work alongside existing systems, handling classification, extraction, and routing so staff stop retyping data between platforms.
Want results like these?
Book a free consultation and we'll map the highest-leverage place to start for your team.