A government department required a modernised digital service platform to handle citizen requests, improve response times, and reduce manual processing.
- Services: Citizen Service Automation & Case Management Platform
- Client: Government Department
- Location: epartment Location:
- Completed Date: 20-12-2025
Business Problem
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Manual handling of service requests
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Delayed response times
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Lack of tracking and transparency
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Limited reporting on service performance
Solution Delivered by AIST
AIST delivered a centralised case management and automation platform:
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Digital intake forms and service portals
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Automated case routing and prioritisation
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Workflow orchestration across departments
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SLA tracking and notifications
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Performance analytics dashboards
Architecture Overview
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Intake Layer: Web forms / service portal
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Workflow Layer: Automated routing and escalation
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Integration Layer: Internal systems and databases
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Analytics Layer: Real-time dashboards and reporting
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Governance: Role-based access and audit logs
Key Capabilities Delivered
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End-to-end case lifecycle management
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Automated workflows and escalation logic
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SLA monitoring and alerts
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Cross-department visibility
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Data-driven service improvement
Business Outcomes
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40% reduction in service response time
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Improved citizen satisfaction
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Increased operational efficiency
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Full visibility into service performance
Technology Stack
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N8N
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Power Apps
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Power BI
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Azure
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API Integrations
