Public Sector: 12‑Week Backlog Clearance
A government department facing a surge in benefits and permits applications implemented queueing bots, triage logic, and IDP to cut its legacy backlog by 73% in twelve weeks while raising SLA adherence by 22 points. The program focused on speed with control: maker‑checker approvals, full audit trails, and clear citizen communications.
Context & Constraints
- Seasonal volume spikes and staffing gaps created multi‑month delays.
- Evidence arrived as scans, photos, and PDFs—hard to sort and validate at speed.
- Policy rules changed frequently; decisions required consistent application.
Automation Design
| Component | Function | Key Control |
|---|---|---|
| IDP | Classify forms/evidence; extract applicant fields | Confidence thresholds with human review queue |
| Queueing Bot | Prioritize cases by vulnerability and SLA risk | Maker‑checker for approvals |
| Communications | Auto‑notify applicants on status/deficiencies | Templates + audit trail |
Outcomes & Citizen Impact
-73%
Backlog
+22
SLA points
↑
Applicant satisfaction
By shifting repetitive intake, validation, and routing work to robots, officers had time to make better, faster decisions on complex cases. Transparency improved with automated notifications and full evidence trails embedded in decisions.