Citizen services & file pre-review
The request to the right unit, the file complete, the decision with the officer: justified by clause.
Citizen services & file pre-review is an Aginies solution package for the Government & Public Sector sector in the “customer interaction & experience” area. What the agents do: The request is classified, the statutory deadline and responsible unit found, the case opened; documents are read, verified against agency records, gaps reported to the citizen in plain language. Expected outcomes: requests reach the right unit first time, with no lost deadline; file pre-review from hours to minutes; every decision explainable and auditable. The package uses the Intent detection, Vision extraction, Multi-source RAG, Explainable scoring capabilities of the Aginies platform and can be watched live through the Citizen services assistant: application, documents, appointment and status, Citizen request routing, Permit application check, Social assistance eligibility pre-assessment scenarios in the agent library.
Petitions reach the wrong unit, deadlines run, and missing-document checks in permit and assistance files take most of officers’ time. Black-box tools cannot be used in the public sector.
- 01The request is classified, the statutory deadline and responsible unit found, the case opened.
- 02Documents are read, verified against agency records, gaps reported to the citizen in plain language.
- 03Eligibility criteria are scored; every finding is justified with a clause number and source page.
- 04The administrative decision stays with the officer; sensitive fields are masked on screen, a trace kept.
- Application intake, document reading and completion; e-Government integration
- Eligibility assessment with reasoning; decision pack for the officer
- Appointment, status tracking and notices; WhatsApp and call centre
- Petition routing and deadline tracking
- API access to document management and the case system
- Authorisation and integration for e-Government services
- Criteria, document and deadline definitions per service
Derived from the linked scenarios: the supervisors, specialist agents, models and systems that run this package.
Summed from the simulation definitions of the linked scenarios; recalculated for your scale in the discovery session.
- Requests reach the right unit first time, with no lost deadline
- File pre-review from hours to minutes
- Every decision explainable and auditable
| Documents asked of the citizen again | 70% fewer |
| Application pre-review time | From days to minutes |
| Correct first routing | 95% and above |
Target ranges from comparable deployments; baseline and target are fixed together in the first week of the pilot.
Scenario-level approval rules plus the package’s general controls.
- Citizen services assistant: application, documents, appointment and statusBorderline eligibility, inconsistent document or another application in the household → officer review
- Citizen request routingClassification confidence < 0.85 or staff complaint → registry officer approval
- Permit application checkEvery permit decision is taken by the licensing officer; the system only pre-reviews
- Social assistance eligibility pre-assessmentThe assistance decision is always with the case officer; the agent pre-assesses
- packageThe decision always sits with the officer; the agent prepares the eligibility pack
- packageData in the public cloud or the institution’s data centre; access by authorisation
- 1 · Discovery and design · 2–3 weeksThe 20 most frequent intents and transactions are chosen, identity and approval thresholds written with information security, channel and system integrations listed.
- 2 · Pilot · 4–6 weeksOne channel, a limited customer group; the test corpus runs, a human representative shadows, thresholds tuned on real traffic.
- 3 · Scale-outRemaining channels and transactions added; dashboards, SIEM forwarding and kill-switch handed over; monthly model and rule review begins.
This package’s scenarios in the agent library
Citizen services assistant: application, documents, appointment and status
The citizen writes or calls; eligibility checked, documents read, application opened, appointment given, every step traceable.
Citizen request routing
e-Government requests classified in seconds, given a legal deadline and routed to the right unit with an SLA.
Permit application check
Missing documents and regulatory fit reported in minutes; the licensing officer always makes the decision.
Social assistance eligibility pre-assessment
The application is verified against agency records, eligibility scored, gaps reported to the citizen; the decision belongs to the case officer.
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.
- Your 2–3 priority problems
- Live demo of a similar scenario
- Roadmap starting with value analysis