Automated Citizen Service Request Workflow with AI Integration

Automated Citizen Service Request Routing and Resolution

1. Citizen Service Request Submission

1.1. Channels for Submission

• Online Portal
• Mobile Application
• Chatbot Interface

1.2. Data Collection

Utilize AI-driven forms to collect essential information such as:

• Citizen’s Name
• Contact Information
• Description of the Request
• Location

2. Initial Request Processing

2.1. AI-Powered Classification

Implement Natural Language Processing (NLP) tools to analyze the request and categorize it accordingly. Tools such as:

• IBM Watson Natural Language Understanding
• Google Cloud Natural Language API

2.2. Routing to Appropriate Department

Based on the classification, AI algorithms route the request to the relevant department using tools like:

• ServiceNow for IT Service Management
• Zendesk for Customer Support Management

3. Request Acknowledgment

3.1. Automated Response Generation

Utilize AI chatbots to send automated acknowledgment messages to citizens, confirming receipt of their request.

4. Request Resolution Process

4.1. AI-Driven Workflow Management

Employ platforms such as:

• Trello with AI integrations for task management
• Monday.com for workflow automation

These tools facilitate tracking and managing requests efficiently.

4.2. Monitoring and Escalation

Utilize AI analytics to monitor request statuses and escalate unresolved issues to supervisors automatically.

5. Feedback and Continuous Improvement

5.1. Citizen Feedback Collection

After resolution, solicit feedback through AI-driven survey tools like:

• SurveyMonkey
• Typeform

5.2. Data Analysis for Service Improvement

Analyze feedback using AI analytics platforms to identify trends and areas for improvement, employing tools such as:

• Tableau for data visualization
• Power BI for business intelligence

6. Reporting and Compliance

6.1. Automated Reporting

Generate reports on service request metrics using AI tools to ensure compliance and transparency.

6.2. Performance Metrics Evaluation

Evaluate performance against KPIs to assess the effectiveness of the automated system and implement necessary adjustments.