Government & Public Sector
A sovereign caseworker copilot that shortens handling time and logs every step.
Caseworkers moved between several legacy systems for a single citizen enquiry, under data rules that prohibited any processing outside the jurisdiction.
- Client
- National public-sector agency
- Region
- Single sovereign jurisdiction
- Scale
- Nationwide caseworker population
The challenge
What was actually going wrong.
- Handling time was dominated by system navigation, not decision making.
- Data residency and entitlement rules ruled out general-purpose hosted assistants.
- Union, privacy and audit stakeholders all held effective veto over deployment.
The AI solution
How it was engineered.
In-country deployment with entitlement-aware retrieval and immutable audit trails.
Sovereign deployment
Models and retrieval run in-country, inside the agency's tenancy, with no data leaving the jurisdiction.
Entitlement-aware retrieval
The copilot can only surface what the signed-in caseworker is already permitted to see, enforced at the retrieval layer.
Immutable audit trail
Every retrieval, suggestion and acceptance is written to an append-only log tied to case and user.
Consultative rollout
Union representatives, privacy office and internal audit reviewed the pilot before any expansion.
Delivery
The path to production.
Controlled pilot with union and privacy review before scale.
Weeks 1–4
Discover
Enquiry taxonomy, data residency design, stakeholder requirements.
Weeks 5–14
Prove
Controlled pilot with a volunteer cohort, privacy and union review checkpoints.
Months 5–10
Scale
Progressive rollout by region and enquiry type with training built in.
Ongoing
Operate
Policy-change monitoring, retrieval quality review, audit reporting.
The outcome
What changed, and how we know.
Reduced
Average handling time
Agency-reported
Full
Auditability of every step
Append-only record
0
Data leaving the jurisdiction
Sovereign by design
- Caseworkers answered from one surface instead of assembling context across systems.
- Auditability, not accuracy, was the condition that unlocked adoption — and it was designed in first.
- The agency retains full control of hosting, models and logs.
“Auditability was the requirement that made adoption possible.”
What is next Extend to correspondence drafting and multilingual enquiry handling.
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