Government institution
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Public SectorAutomation

Government Inquiry Management: citizen response time from 3 days to under 5 minutes

5 min
Response time (was 3 days)
100s
Monthly inquiries handled automatically
Staff freed
Redirected to service delivery
The problem

Hundreds of citizen inquiries monthly — all routed through a manual inbox

A government institution received a high volume of citizen inquiries every month. Each arrived by email or online form, required a staff member to read and classify it, route it to the right department, draft a response, and follow up. The average wait time for citizens was 3 days. Staff spent a significant portion of their working week on inquiry management instead of delivery work.

There was no triage system. Priority inquiries sat in the same queue as routine ones. The same questions were answered individually, over and over.

What we built

Automated routing and response system with zero manual triage

✓
Automated inquiry classification — incoming inquiries are categorised by type on arrival, with no manual reading required.
✓
Automated routing to departments — each category routes automatically to the responsible team, with no central inbox bottleneck.
✓
Instant response for common inquiries — the most frequent inquiry types receive an automated, accurate response within minutes of submission.
✓
Escalation pathway for complex cases — inquiries that require human judgement are flagged and escalated, with full context, to the right person.
The result

Citizens get responses in minutes. Staff got their time back.

Response time for common inquiries dropped from 3 days to under 5 minutes. Staff who previously spent large parts of their week on inbox management were redirected to direct service delivery work — without adding headcount.

The institution now has full visibility into inquiry volume, response rates, and category breakdowns — data they didn't have access to before the system was built.

Managing a high volume of inquiries manually?

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