Municipalities, regions and authorities handle growing caseloads with limited staff. Much time goes into sorting incoming mail, requesting missing documents and answering the same questions again and again. Agents can take this over; official decisions and discretionary judgements stay with the responsible officials.
Industry 08/103 example agentsAutonomy level L3–L4
Example agents
Three agents that take over work here
Examples from typical workflows, not client references. Which agents pay off for you is shown by assessing your own processes.
01
The incoming mail agent
Registry · records management
Classifies incoming letters, emails and online forms, identifies the matter and the responsible unit, files the item in the electronic records system, sends the acknowledgement and routes it to the right office.
Routing and acknowledgement at L4 for clear matters; unclear items at L3.
Systems
Electronic records systemScanningOnline formsEmail
Guardrails
No substantive replies, access only per records permissions, deadlines documented from receipt.
Human in the loop
The registry reviews unclear routing; the department handles every case on the merits.
What to measure
Time from receipt to assignment · misroutes · open items
02
The application check agent
Grants · permits
Checks applications, such as grant requests or building notices, for completeness and formal requirements, requests missing documents, summarises the facts with references and presents a decision-ready file.
Autonomy level
L0
L1
L2
L3
L4
Start L3 · Assisted agents
Completeness and summary at L3; approval or rejection is decided by officials only.
Systems
Case management systemElectronic records systemOnline applicationPublic registers
Guardrails
No assessment of eligibility, no decisions, every document request with the legal basis from the template.
Human in the loop
Case officers review the file and decide; the agent flags ambiguities instead of interpreting them.
What to measure
Time to a complete file · rounds of document requests · procedure duration
03
The citizen service agent
Citizen services · contact centre
Answers recurring questions about procedures, documents and opening hours from vetted sources, cites the source, books appointments and hands personal matters to staff with a summary.
Answers only from approved sources, labelled as AI, no information on ongoing cases without identification.
Human in the loop
Citizen services take personal matters and every request where a person is wanted.
What to measure
Enquiries resolved without handover · waiting time · follow-ups after an answer
Framework
What to factor in for this industry
AI Act: AI used to assess whether someone is eligible for public assistance benefits is high-risk; the obligations apply from 2 December 2027. Public bodies deploying such systems must assess the impact on fundamental rights beforehand (Art. 27).
Transparency: Citizens must be able to tell that they are talking to AI (Art. 50 AI Act); official decisions are issued by people.
Data protection and confidentiality apply to agents as they do to officials: their own identity, roles by records permissions, a complete audit trail.
Note, not legal advice: whether a specific use falls under these rules is for you and your legal counsel to decide. We provide the technical facts for it, from the agent profile to the audit trail.
