Keep a public-service request moving.

The situation

A service request arrives with supporting documents. One team needs to establish the context, another needs to review it and a third needs to carry out the next step. Progress becomes difficult to see as the work moves between them.

An agent workflow can help coordinate the supporting work while preserving the institution's decision-making responsibilities.

A possible workflow

Organise the request

Identify the information provided, associate the request with the appropriate process and flag missing material. Keep the original source available for review.

Prepare the context

Gather relevant approved guidance and existing records. Present a concise briefing that distinguishes source information from an agent's proposed interpretation.

Route for review

Send the prepared work to the responsible team. Let the reviewer correct it, request more information or approve the next procedural step.

Follow through

Create the agreed tasks, record progress and bring unanswered questions back to the process owner. Keep decisions and supporting evidence attached to the work.

What to evaluate

Does the preparation help the reviewing team? Are the sources relevant and visible? Can responsibility be followed across handoffs? Does uncertainty trigger the right escalation?

The workflow does not independently determine a person's eligibility, entitlement or other consequential outcome. Those decisions remain with authorised people under the institution's own process.

This is an illustrative use case, not a claim of a deployed public-service system.