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AI agent for civil servants

Constituent Casework Tracker Agent

Every open case has a current status, a next step and no unexplained silence

CommunicationGovernmentOperations
See how it worksGet access
Constituent Casework Tracker Agent: what goes in, what the agent does and what you get

What it does

A constituent with a benefits or permit problem writes to the office, the office writes to the agency, and then everyone waits. This agent logs each case with the type, the agency and the constituent's permission to share details. It drafts the inquiry to the agency, tracks the response time against the agency's usual time and escalates when a case is overdue. When a reply arrives, it checks it against the original request and decides whether the issue is solved, partly solved or ignored. It drafts an update to the constituent in plain language. The caseworker approves each outgoing letter. Edge case: a case with a hearing date in two weeks is moved to the top and gets a phone call suggestion, not only a letter.

How it works

Follow the arrows from top to bottom. The orange dashed arrow is the loop: when a check fails, the agent goes back and tries again.

Start and resultWhat it doesA check on its own workWaits for your OKGoes back and retries
Yes, continueApprovedYes, continueApprovedNoNo 1 STARTS WHEN New case or daily review 2 USES A TOOL Load open cases and privacy releases 3 CHECKS THE RESULT Is a signed privacy release on file for the case? If not: draft a request for the release and pauseoutgoing inquiries. Back to step 2. 4 DOES Draft the inquiry to the agency with the case facts 5 YOU APPROVE Caseworker approves the inquiry 6 USES A TOOL Track responses and compare with the agency's normaltime 7 DOES Escalate overdue cases with a follow-up draft 8 USES A TOOL Read each reply against the original request 9 CHECKS THE RESULT Does the reply resolve what was asked? If not: draft a follow-up that names the unansweredpoints. Back to step 4. 10 YOU APPROVE Caseworker approves the update to the constituent 11 RESULT Case log updated
Read the steps as a list
  1. New case or daily review
  2. Load open cases and privacy releases
  3. Is a signed privacy release on file for the case?If not: draft a request for the release and pause outgoing inquiries. Back to step 2.
  4. Draft the inquiry to the agency with the case facts
  5. Caseworker approves the inquiryThe agent waits here for your OK.
  6. Track responses and compare with the agency's normal time
  7. Escalate overdue cases with a follow-up draft
  8. Read each reply against the original request
  9. Does the reply resolve what was asked?If not: draft a follow-up that names the unanswered points. Back to step 4.
  10. Caseworker approves the update to the constituentThe agent waits here for your OK.
  11. Case log updated

How it decides

A case is overdue when the agency has not replied within its normal time. Cases with a legal deadline are ranked first.

  • Send no case details to an agency without a signed release
  • Follow up after the agency's normal response time plus 5 days
  • Rank cases with a legal or hearing deadline first
  • Close a case only when the constituent confirms or the agency resolves it

Make it yours

Every agent is a starting point. You choose these settings for your own situation.

  • Agency response times
  • Follow-up rule (default normal time plus 5 days)
  • Case types and priorities
  • Letter tone

What keeps you in control

It always asks you first

  • Each inquiry to an agency
  • Each update to a constituent

Hard limits

  • Never contacts agencies or constituents without approval
  • Never shares details without a privacy release

It stops when

  • Done: the case is resolved and closed
  • Stop: no privacy release is received

Set it up

We guide you through the set-up, step by step

Members get the full set-up guide for this agent. No technical skills needed: you copy, paste and upload.

10 minto set it up in your AI
5 AIsChatGPT, Claude, Copilot, Gemini, Grok
  • One set of instructions to paste into your AI, with the clicks for ChatGPT, Claude, Microsoft 365 Copilot, Gemini and Grok
  • The agent then walks you through connecting your own data, one source at a time
  • A downloadable copy with the flow chart, the rules and the full guide
Get access to this agent

An example run

What happensRosa Kim's disability benefit case was open 31 days. The agency's normal reply time was 21 days, so the agent drafted a follow-up and moved it up. The reply said a form was missing, which did not answer the question about a $1,150 back payment, so the check failed. It drafted a second letter naming the back payment. The caseworker approved it and the agency resolved it in 9 days.

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