Automating document-heavy casework for a state agency

AI-assisted classification and extraction across a paper-heavy casework intake — shorter queues, with a case officer approving every outcome.

Document IntelligencePower PlatformGovernance

70%Less manual document handling

3 wksTo a working pilot

100%Outcomes approved by an officer

The Challenge

Casework arrived as scanned forms, letters and attachments that staff sorted, classified and keyed by hand. Queues grew faster than headcount, and public accountability meant no outcome could be delegated to a system.

Hand-sorted, hand-keyed document intake

Case queues growing faster than staffing

Accountability rules out unattended automation

The Solution

We digitised intake with AI-assisted classification and extraction on Power Platform, routing each case to the right team with its evidence attached — while case officers review and approve every outcome.

Automated classification and extraction at intake

Cases routed with evidence pre-assembled

Officer review and approval on every outcome

THE IMPACT

"The queue used to be sorting work. Now it is decision work, and the backlog is measured in days, not months."

Casework, accelerated accountably Australian State Agency