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CASE STUDY

State Agency: GenAI-Assisted Citizen-Inquiry Response

A state agency deployed GenAI to draft responses to citizen inquiries with policy-grounded responses. Citizen-inquiry response time down 56%.

May 9, 2026 · 2 min read · By admin
At a glance
56% CHANGE
Industry
Public Sector
Topics
AI / ML · Generative AI · Now Intelligence / AI
Published
May 2026
Headline outcome
56% Citizen-inquiry response time: down 56%

Measured outcomes

What this programme actually delivered.

56%

Citizen-inquiry response time: down 56%

92%

Policy-citation accuracy: 92% (caseworker-confirmed)

+47%

Caseworker capacity for complex cases: +47%

The challenge

A state agency’s caseworkers spent significant time drafting responses to citizen inquiries — researching policy, drafting clear language, citing sources. Each took 15-30 minutes.

What we built

GenAI grounded on the agency’s policy corpus. Drafts responses for caseworkers with explicit policy citations. Caseworker reviews and personalizes before sending. Audit trail captures policy basis for every response.

Outcomes

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