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Use caseUC0202

Route citizen requests to the right city department

Constituents write in about potholes, unsafe buildings and city records, and someone must decide where each message goes before anyone can act. This app reads the message and applies the city's own rules to send it to the right department.

For the constituent-services deskGovernment & Public Sector

Why it matters

Today's manual process, and the same job with the app

A constituent-services clerk at a city hall, filing each incoming message before it's acted on.

✕Today's manual process

1Read every message against the routing sheet, past the opening small talk, for what's really being asked.
2Check the three rules that outrank the subject: danger, a records request, or whose road it is.
3Look up the address in the city's own list to confirm which department maintains it.
4One wrong route means a crew sent to the wrong street, or a records deadline missed.
Every message routed manually today

✓With the app

1The message is read against the same routing sheet, in full, every time.
2The three rules are checked first, then the subject table decides the desk.
3The address is checked against the city's own list automatically, before anything is filed.
4Every route comes with its reason so a wrong one can be caught before the message is filed.
The app routes it, people confirm.

See it work

One real case, read by the app, step by step

Fern Way's pavement complaint, IN-0021, also asks for two years of work order records.

Route citizen requests to the right city departmentReference appBuilt to be shaped to your process
  1. 1The message a web form sent in by a Fern Way resident.
  2. 2What it asks for a pavement repair, and copies of two years of work orders.
  3. 3Not what decides it the subject alone, which would send it to Streets & Right-of-Way.
  4. 4The rule that wins a request for city records outranks the subject.
  5. 5Where it lands the City Clerk, where a legal response clock starts on receipt.

For engineers

How it is built, and how we measured it

All fourteen steps of the build are written up, from the business case to running it in your own environment.

Kit overview →
59 of 60messages routed correctlymeasured in 06 Evals →
8 of 8records requests sent on timemeasured in 06 Evals →
1 of 54messages wrongly sent to dispatchmeasured in 06 Evals →
20.5¢to route all 60 messagesmeasured in 07 Unit cost →

The build, step by step

14 steps

Make it yours

What you see is a reference app. We shape it to how you work.

Every part of it is built to change, and none of it means starting over.

Your rulesYour city's own precedence order, subject table and confidence threshold, not ours.
Your recordsYour own list of streets, addresses and who maintains each one.
Your systemsSends each routed case straight into your own case-management system.
Your screensThe fields and layout your intake desk already uses, in your own wording.

Want this for your team?

Talk to us

We can run this on your own constituent messages, with your own routing rules, inside your environment.

Talk to us →
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