AI for Processing Citizen Requests in a Government Institution
Government agencies receive a high volume of citizen inquiries. Each one must be read, categorized, assigned to an employee, checked against applicable regulations, and answered within the prescribed deadline. Many inquiries cover common topics, yet they are handled manually from start to finish.
Where AI helps
Classification
Identifies the topic, category, and urgency of an inquiry. The employee sees the suggested category and confirms or corrects it.
Routing
Suggests an employee or department based on the topic and the history of similar inquiries.
Finding similar inquiries
The system finds previously handled inquiries on the same topic and the responses to them. This speeds up preparation and makes responses more consistent.
Finding applicable regulations
Identifies applicable regulations and internal policies, with links to specific provisions.
Draft response
A draft response based on the materials found. The employee reviews, edits, and signs it.
Requirements
- processing citizens’ personal data within Kazakhstan;
- a closed environment or private cloud;
- access controls by department;
- an activity log;
- compliance with the agency’s information security requirements;
- integration with the existing document management system or inquiry platform in accordance with established procedures.
What you can measure
- time from receipt to assignment;
- response preparation time;
- the share of inquiries for which the employee accepted the suggested category;
- employee workload.
Frequently asked questions
Can AI respond to citizens directly?
In the public sector, an authorized employee must prepare and sign the response. AI serves as an assistant.
How is personal data protected?
The system is hosted in a closed environment or a cloud in Kazakhstan. Access is restricted, and data in the logs is protected.
Can we start with a pilot?
Yes, using an anonymized sample of inquiries from one category.
