Use Case · Public Sector
Citizen Communication
& Status Tracking
Automatic acknowledgements of receipt, proactive status updates, digital requests for information and decision notice delivery. Citizens always know where their application stands, without having to phone.
Why Citizen Communication Is a Lever
"What is the status of my application?"
The most common question to a public authority is not a complicated one. It is: “What is the status of my application?”
15,000-25,000 calls and emails per year in a local authority serving 180,000 residents. Each contact: 3-8 minutes searching, opening the case, establishing the status, explaining.
The problem arises because citizens receive no information as long as nothing happens. Application submitted, perhaps an acknowledgement of receipt, and then silence. Weeks, sometimes months. The citizen has only one option: phone and ask. And if the caseworker is unavailable, they call again tomorrow.
This is not about a chatbot on the website. It is about proactively informing citizens, automatically, at the right points in the process, through the right channel. So they never need to phone in the first place.
How the Process Changes
Before / After
status enquiries per year, through proactive communication
The Solution in Detail
How We Automate Citizen Communication
01
Automatic Acknowledgement of Receipt
As soon as an application is captured, the citizen automatically receives an acknowledgement by email, SMS or citizen portal. With case reference, estimated processing timeframe and contact details.
Event-based trigger on case creation. Template-based, configurable per application type. Multi-channel: email, SMS, citizen portal. Automatic timeframe calculation by type and workload.
02
Proactive Status Updates
At every citizen-relevant status change, an automatic notification is sent: application complete, being processed, forwarded, opinion sought, decision notice in preparation. Not every internal step, only what matters to the citizen.
Configurable triggers in the workflow. Intelligent filtering of citizen-relevant changes. Template-based per status type. Channel selection by citizen preference.
03
Digital Requests for Information & Deadline Management
Missing documents are communicated digitally and immediately, not by letter. Specific list with upload facility. Automatic deadline monitoring and reminder before expiry.
04
Citizen Status Portal & Decision Notice Delivery
Self-service portal for real-time status enquiry using case reference. Digital decision notice delivery via citizen portal. All communication archived audit-proof in the electronic case file.
Power App or web portal. Integration with line-of-business systems for real-time status. Citizen portal integration. Communication history in electronic case file.
Results
What Automated Citizen Communication Typically Delivers
90%
enquiries
2.000+
saved
24h
for information requests
4,1/5
(previously 3.2/5)
The greatest impact is not efficiency but satisfaction. Citizens who are proactively informed trust the authority more and complain less.
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The entry point: all documents classified and automatically filed to the correct case.
Ready?
How many status enquiries does your authority answer per year?
Let us look in 30 minutes at how proactive citizen communication can relieve your caseworkers while measurably improving citizen satisfaction.
No sales pitch. Just an honest assessment.
120+ Clients. 100% Satisfaction. 7 months to Profitability.
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Identify your best use cases
Based on your industry and process landscape
Calculate concrete ROI
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Define timeline and next steps
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