Government & Public Sectorwebappemailvoice

Citizen request routing

e-Government requests classified in seconds, given a legal deadline and routed to the right unit with an SLA.

In short

Citizen request routing is an agent scenario in the Government & Public Sector sector running on the web, app, email, voice channels. Trigger: New request via the e-Government gateway. The Request Supervisor coordinates 3 specialist agents (Classification Agent, SLA Agent, Case Agent) across 4 systems (e-Devlet Gateway, Case Management, Legislation Vector Store, SMS Gateway); of 8 steps, 1 write to systems and 2 are checks or approvals. Outcome: Case opened in the right unit with an SLA, citizen told the case number and deadline. Approval rule: Classification confidence < 0.85 or staff complaint → registry officer approval.

Government & Public Sector

Citizen request routing

run #41,287,562elapsed 0 mstokens 0est. cost $0.000status —Approval rule: Classification confidence < 0.85 or staff complaint → registry officer approval

Agents in this run

Request Supervisorsupervisorplans, routes, approves

Classification Agentaginies-sunkar-1 · on-premDetermines topic and unit, masks personal data

SLA Agentaginies-talay-2 · on-premComputes the legal deadline from regulation

Case Agentaginies-sunkar-1 · on-premOpens and assigns the case, informs the citizen

Audit trail00:00.00

Request received via e-Government, identity verified by the gateway (TC)
Topic: "water bill objection" · unit: Water & Sewerage · confidence 0.81 · PII masked
Confidence 0.81 < 0.85 → registry officer confirmed the unit
Petition Law 3071 and Right to Information Law 4982 → 15 working days
Deadline: 29 Sep 2026; reminder on day 10, escalation on day 13
Duplicate check: no open case from the same citizen on this subject in 30 days
Case CM-2026-114882 opened, assigned to Water & Sewerage, SLA 15 days
Citizen SMS: case number and 15-day deadline; status visible on e-Government
■completed

Simulation · derived from real agent definitions · every agent can be built by dialogue with the Autonomous Agent and validated with a test corpus

Trigger

New request via the e-Government gateway

Outcome

Case opened in the right unit with an SLA, citizen told the case number and deadline

Agents

SUPERVISOR

Request Supervisor

Decomposes the objective, delegates to agents, manages approval points, merges the result.

aginies-sunkar-1 · on-prem

Classification Agent

Determines topic and unit, masks personal data

classify_requestextract_entitiesmask_pii

aginies-talay-2 · on-prem

SLA Agent

Computes the legal deadline from regulation

search_regulationscompute_deadline

aginies-sunkar-1 · on-prem

Case Agent

Opens and assigns the case, informs the citizen

check_duplicatecreate_caseassign_unitsend_sms

Steps

#	Kind	Agent	What happens	System	ms	tok
01	ingest	Request Supervisor	Request received via e-Government, identity verified by the gateway (TC)	—	200	—
02	reason	Classification Agent	Topic: "water bill objection" · unit: Water & Sewerage · confidence 0.81 · PII masked	—	620	540
03	approval	Request Supervisor	Confidence 0.81 < 0.85 → registry officer confirmed the unit	—	2,200	—
04	retrieve	SLA Agent	Petition Law 3071 and Right to Information Law 4982 → 15 working days	Legislation Vector Store	400	450
05	reason	SLA Agent	Deadline: 29 Sep 2026; reminder on day 10, escalation on day 13	—	380	220
06	verify	Case Agent	Duplicate check: no open case from the same citizen on this subject in 30 days	—	340	200
07	write	Case Agent	Case CM-2026-114882 opened, assigned to Water & Sewerage, SLA 15 days	Case Management	520	—
08	notify	Case Agent	Citizen SMS: case number and 15-day deadline; status visible on e-Government	SMS Gateway	240	—

Simulation metrics (estimated)

54,000runs / month

98.1%success

4.9 sp50

$0.0009est. cost / run

Approval rule

Classification confidence < 0.85 or staff complaint → registry officer approval

Step profile

ingest · 1retrieve · 1reason · 2verify · 1approval · 1write · 1notify · 1

SYSTEMS

e-Devlet Gatewayapi
Case Managementticketing
Legislation Vector Storedb
SMS Gatewaychannel

What you need to run it

Credentials and a test environment for the enterprise APIs involved
API access and assignment rules for the ticketing or work-order system
Read access to the database or vector store; a data owner
Channel integration (WhatsApp Business API, SMS gateway or in-app widget)
An authorised role and approval channel for the approval rule (mobile approval card, e-mail or ticket)
SSO with the organisation’s identity provider and a scenario-specific authorisation group

Global pattern

Mirrors the one-stop request routing of digital government services such as Estonia and GOV.UK

Packages that include this scenario Email classification & attachment verification →Citizen services & file pre-review → Sector: Government & Public Sector →

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Time to move from experimenting with AI to transforming with it.

In a 30-minute discovery session we take your 2–3 priority business problems, show a live demo of a similar scenario, and draft a roadmap that starts with the Value layer.

Book a 30-minute discovery session → dahi@aginies.com

Your 2–3 priority problems
Live demo of a similar scenario
Roadmap starting with value analysis