Constituent Services Automation
Helped a state agency modernize service navigation and caseworker support with citation-backed AI agents.
Challenge
A large public program was managing high call volume, uneven policy interpretation, and slow case preparation across legacy systems.
Implementation Approach
- Built a constituent navigation agent grounded in program policy, forms, and public guidance
- Added a caseworker summary agent that assembled status, prior correspondence, and missing documentation
- Created human approval checkpoints for eligibility, adverse actions, and sensitive case updates
- Implemented audit logs and records-retention tagging for every agent-assisted interaction
Before / After Metrics
Routine Inquiry Deflection
Case Preparation Time
Policy Citation Coverage
Architecture
Policy-Grounded Constituent Service Flow
Agent Execution Flow
Technology Stack
Client Testimonial
The pilot gave staff a clearer view of case history while keeping final determinations with trained program specialists.
Director of Digital Services • State Agency
Timeline & Team
11 weeks
7 specialists
Discovery
2 weeks
Program policy + service journey mapping
Pilot
5 weeks
Grounded agent workflow + caseworker review
Readiness
4 weeks
Accessibility, audit evidence, and rollout planning
ROI Metrics
Modeled Annual Capacity Value
$900k-$1.8M
Case Prep Efficiency
30-45% range
Pilot Payback Window
6-9 months modeled