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Use case · Public Administration

Less waiting for citizens. More time to decide.

A municipality receives hundreds of requests every week, spread across email, the front desk and the online portal. See how an AI assistant, connected through MCP to the existing document management and case systems, transforms triage, decision drafting and citizen support.

Watch the demos Talk about my organisation

Marta

Senior officer · Municipal front office

I know exactly what each resident needs. The hard part is finding the right case, in the right system, in time.

Illustrative persona, based on typical municipal front-office roles.

A day at the council

Meet Marta.

Marta is a senior officer in the front-office service of a mid-sized municipality. She knows the regulations inside out — yet spends most of her day looking for information.

  1. She opens her inbox: 47 new applications since yesterday, some with scanned attachments.

  2. She searches document management for each applicant's history. Three systems, three different searches.

  3. She calls colleagues in Planning to find out who can take on an urgent request.

  4. She helps residents asking about the status of their request — information that lives in another system.

  5. Twenty applications are still waiting to be classified. More arrive tomorrow.

The challenge

The information exists. It just isn't where it is needed.

Public services already run document management, case management and customer service systems. The problem is that they do not talk to each other — and people bridge the gap by hand.

3 h

a day spent on triage and case searches, per officer

5

systems consulted to answer a single request

40%

of resident contacts are status enquiries

Estimate Illustrative figures based on typical scenarios. Every assessment establishes your organisation's actual numbers.

  • Statutory deadlines at risk

    Urgent requests sit in the same pile as routine ones, and nobody notices in time.

  • Duplicated work

    The same data is copied from one system to another, with a risk of error at every step.

  • Citizens left waiting

    People asking about their request wait days for information that already exists.

What changes

An assistant that knows your systems — and your rules.

With MCP servers connected to document management, case management and staff directories, the assistant does the searching, proposes the decision and leaves the approval to whoever holds the authority.

Today

  • Manual triage, request by request
  • Separate searches in every system
  • Decisions drafted from scratch
  • Status updates only by phone or at the desk

With AI connected through MCP

  • Automatic triage by subject, deadline and service
  • One question, every system consulted
  • Draft decisions prepared with citations from the case
  • 24/7 support with the real status of each request

Guided demonstrations

Three everyday council tasks, now done in minutes.

Choose a demonstration. Watch the MCP call panel: every query is logged, and nothing changes without approval.

Triage assistant — Municipal council (simulation)

Processed in the EU

Marta, a front-office officer, starts her day with 47 new applications.

    MCP calls

    0
      • Document management
      • Case management
      • Teams and services

      Simulation with fictitious data. No real system is contacted.

      Connected systems

      The MCP servers behind this solution.

      Each server exposes only the tools that are needed, with the permissions of the person making the request. Write tools always require human confirmation.

      • Document management

        Document and records management platforms

        • documents.searchRead
        • documents.readRead
        • documents.attachWrite with approval

      • Cases and applications

        Case management and workflow systems

        • cases.historyRead
        • cases.deadlinesRead
        • cases.routeWrite with approval

      • Resident portal

        Online services and knowledge base

        • requests.statusRead
        • knowledge.searchRead

      • Teams and services

        Internal directory and availability

        • services.availabilityRead
        • services.ownersRead

      All MCP servers and audit logs are hosted in the European Union, through our partners, or on the organisation's own infrastructure.

      Results

      Impact, measured in time given back.

      Estimates for a municipality handling around 200 applications a week, after the proof-of-concept phase.

      • Daily application triage

        Before: ≈ 3 h After: ≈ 15 min

      • Preparing a draft decision

        Before: ≈ 45 min After: ≈ 10 min

      • Answering a status enquiry

        Before: 1 to 3 days After: Immediate

      Estimate Illustrative figures based on typical scenarios. Every assessment establishes your organisation's actual numbers.

      Safeguards

      Designed for the demands of the public sector.

      • Data in the European Union

        Processing and logs inside the EU, through our partners, or on the organisation's premises.

      • Human decisions

        AI prepares and proposes. Decisions, routing and formal replies are always approved by the competent official.

      • Full audit trail

        Every query and action is recorded: who asked, which system was consulted and with what result.

      • GDPR and the AI Act

        Impact assessment, personal-data minimisation and transparency for citizens from day one.

      Frequently asked questions

      Do we need to replace our current systems?

      No. MCP servers connect to existing systems through their APIs, databases or exports. Nothing is migrated.

      Can the AI take administrative decisions?

      No. The AI prepares information, proposals and drafts. Any act with legal effect — a decision, routing, a formal reply — is approved by a competent official, and that approval is recorded.

      Where is the data processed?

      Inside the European Union, through our partners, or on the organisation's own infrastructure. We choose the AI model according to the sensitivity of the data.

      How is procurement handled?

      We follow the applicable public procurement procedures. We usually start with an assessment and a proof of concept with a clearly defined scope and indicators.

      Which request at your council takes longer than it should?

      Tell us. In a 30-minute conversation we identify the first process to simplify and what needs to be connected.

      Talk about my organisation

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