Microsoft Scenario Library Government Streamline complex service requests

Available with: Microsoft 365 Copilot and Copilot Studio

Government scenario: Streamline complex service requests

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Scenario

AI automates and standardizes the intake, triage, and routing of complex service requests, improving citizen experience and reducing manual workload for staff.

1. Automated intake and guided forms

A digital agent greets citizens online, guiding them through a dynamic intake form that adapts to their responses. The agent asks clarifying questions, validates required fields, and ensures all necessary documentation is attached.

Microsoft Copilot Studio icon

AI Agent

Benefit: Fewer incomplete submissions and less manual follow-up for missing information.

2. Smart triage and classification

The agent uses AI to determine the urgency, 
and complexity of the request, maintaining a prioritized backlog in Dynamics. This ensures 
high-priority issues (like public safety) are addressed first.

Microsoft Copilot Studio icon

AI Agent

Benefit: Requests are routed to the right department or specialist automatically, reducing delays and bottlenecks.

3. Seamless scheduling and notifications

Microsoft 365 Copilot integrates with Microsoft Booking to schedule appointments, send confirmations, and notify staff of new requests that require in-person follow up.

Microsoft Copilot Studio icon

AI Agent

Benefit: Eliminates back-and-forth scheduling and keeps everyone informed in real time.

4. Support staff with case management

Staff use an internal Copilot Studio agent to receive case summaries, suggested next actions, and quick links to related documentation. This agent helps manage complex requests, reducing time spent searching for information.

Microsoft Copilot Studio icon

AI Agent

Benefit: Provide a summary of the open case, suggest next steps, and share relevant links.

5. Send automated feedback form

After the service is delivered, Copilot can send a feedback form to the citizen, capturing their satisfaction and any additional comments. This closes the loop and provides valuable data for continuous improvement.

Microsoft Copilot Studio icon

AI Agent

Benefit: Automate feedback requests, ensuring citizen satisfaction scores with issue resolution is collected in a timely manner.

KPIs

Opportunity to impact key functional area KPIs

How Microsoft Copilot can help maintain budgets

Copilot can be extended into financial systems and other processes to bring data together and speed decision-making based on targets and trends.

Speed data analysis and reporting

  • Quickly analyze trends
  • Generate informative charts
  • Create strategy presentations

Inform your decisions

Improve your data

How Microsoft Copilot can help improve courtroom efficiency

Automate the tracking of Judicial utilization to uncover data insights and increase courtroom efficiency and transparency.

Task organization

  • Ensure critical tasks are addressed first
  • Track multiple deadlines

Save time

How Microsoft Copilot can help improve communications

Copilot streamlines employee creativity and collaboration, reducing the time and effort needed to meet communication demands and bolstering public trust.

Content creation

  • Ideate creative new ways to communicate
  • Tailored content to increase
    engagement and reach
  • Translation to expand global reach
  • Analyze effectiveness to update in real time

Task organization

Meeting insights

How Microsoft Copilot can help reduce procurement cycle time

Enable faster delivery timelines and contract compliance percentage rates to ensure contract terms and are met.

Optimizing Procurement Workflows

  • Reduce time spent on administrative tasks
  • Find knowledge and take action
  • Efficiently draft and format documents
  • Swiftly scan and summarize documents

Advancing Review

Facilitating Decisions

1Access Microsoft 365 Copilot Chat at m365copilot.com, or the Microsoft 365 Copilot Chat mobile app and set toggle to “Web”.

2Access Microsoft 365 Copilot Chat at m365copilot.com, the Microsoft 365 Copilot Chat mobile app, or the Microsoft 365 Copilot Chat app in Teams, and set toggle to “Work”.

3AI Agents allow Copilot to access your organization-specific apps. In the past this would have required an API call to get data from a system of record.

The content in this example scenario is for demonstration purposes only. You should evaluate how Copilot aligns with your organization’s business processes, regulatory requirements, and responsible AI principles.