Citizen services
Citizen questions answered
Citizens describe their situation in their own words. The system finds the areas of responsibility involved, asks a follow-up question when needed and answers from your documentation, with the source.
Industries · Government & Public Sector
AI for the public sector in citizen services, casework and policy monitoring
theBlue.ai builds custom AI systems that answer citizen questions from your own documentation, prepare applications and case files, track policy documents across institutions and help staff work with AI. Each system runs in the infrastructure your institution requires, on-premise, in the cloud or hybrid, with the authorisation and monitoring you already use.
AI in the public sector: citizen services and casework
AI in public administration answers questions from published information, reads applications and attachments and spots which details are missing.
In citizen services and casework this supports enquiries, completeness checks and the routing of incoming mail. Results go to the case management system, the document management system or the ticket system.
The gain: answers around the clock, fewer follow-up requests for missing documents and faster routing inside the authority. Decisions on applications and notices stay with the case workers.
Project example · National technical inspection authority
Citizens had to know the right category before they could ask
A national technical inspection authority in Poland receives thousands of citizen inquiries. People describe their situation in everyday words, while the answers sit in dense technical documentation across departments. The previous chatbot made them pick a category first, and many gave up and phoned instead. We designed a multi-agent system that takes the question as it is asked and finds the answer in the right department’s documentation, and delivered it as a working prototype.
Plain → tech
Everyday language matched to technical documentation
Dates
Deadlines and validity periods calculated automatically
No developer
Subject experts keep the knowledge base current themselves
Some of the organisations we have built for
What AI takes over
Nine processes AI takes over in the public sector
Public institutions answer the same questions and check the same documents every day. AI takes over at the citizen service desk, in casework, in policy monitoring and in administration.
Citizen services
Assistants at service points and events
An AI avatar or voice assistant answers visitor questions at service centres, trade fairs and public events in real time, in several languages.
Casework
Applications checked for completeness
Data is pulled out of applications and attachments, missing documents or fields are flagged, and a structured case file is ready for the responsible official.
Casework
Incoming mail routed
Letters, emails and forms are classified by topic, summarised and passed straight to the department responsible.
Policy
Legislation and policy documents tracked
Proposals, committee papers and publications from national and EU institutions are collected, classified by policy area, summarised and sent to the teams they concern.
Policy
Consultation responses analysed
Submissions to a public consultation are grouped by topic and position, and the policy team receives an overview with the passages behind each point.
Administration
Answers from internal rules and procedures
Staff ask about internal guidelines, procedures and templates in plain language and get the answer with a link to the passage it came from.
Documents
Personal data removed from documents
Names, addresses and identification numbers are detected and masked before documents are shared, analysed or published.
Skills
AI education for officials and staff
Workshops in plain language cover how AI systems work, where they are already used and what that means for the work of the institution.
How it works
From a citizen’s question to an answer with sources
Channel: website chat
From: citizen New question
From: citizen New question
I am installing a new boiler in my building. What do I need to do, and when is the next inspection due?
Answer · draft
Areas
Equipment, procedures✓
Steps
3 steps, sources linked✓
Next date
Calculated from start-up✓
Unclear
Boiler type, follow-up asked
Answer shown · no category to pick
Illustrative example with invented data, based on the citizen chatbot case study.
Built for the public sector
What AI in a public institution has to handle
Citizens who do not know the internal structure, content that changes, and security requirements the institution sets.
Everyday language understood
Citizens describe their situation, and the system connects it to the precise wording of your documentation across departments.
Experts keep content current
Subject experts inside the institution update the knowledge base in familiar tools, without a developer.
Your security requirements
The system runs on the infrastructure, authorisation and monitoring your institution requires, on-premise, in the cloud or hybrid.
Officials decide
The system informs, prepares and routes. Decisions on applications, cases and policy stay with your officials.
Case studies
Citizen services, policy monitoring and AI education
Our project for a national technical inspection authority, a platform that monitors political documents across institutions, and AI workshops for the European Commission.
11 areas
One domain agent each
Auto
Routing, no category picking
Government · Polish institution, under NDA
A multi-agent chatbot across eleven knowledge areas
The old chatbot asked citizens to pick a category before asking, and most did not know which one fitted their question. Specialised agents with retrieval now route each question themselves and match plain language to the technical documentation.
Read the case study
Millions
Documents processed
PoC → product
Full lifecycle
Public affairs · Policy-Insider.AI
The AI platform behind automated political monitoring
Public affairs analysts tracked millions of policy documents across countries and languages by hand. We built the AI layer that monitors, analyses and alerts, from first prototype to market release.
Read the case study
Brussels
On site
DG R&I
Audience
Government · European Commission
AI workshops for EU policymakers in Brussels
The European Commission invited theBlue.ai to run AI workshops for politicians and officials: how the technology works, where it is applied across sectors, and what it means for EU policy and regulation.
Read the case studyHow to start
Start with one process and the data behind it
A citizen hotline, an application process or a document archive: the work your team does by hand today, and the data it runs on. We check early whether the data carries the use case and where it may be processed.
Describe your process
Tell us where the manual work sits and which data it involves. We come back within one business day with an initial assessment and a proposal for a 30-minute scoping call.
Describe your processStart with the process analysis
Workflows mapped, your data sources and requirements checked, and an architecture proposed with scope, timeline and cost. A standalone engagement with no commitment to proceed.
See the AI Discovery WorkshopFAQ
Questions about AI in the public sector
In the public sector, AI takes over work that officials and staff otherwise do by hand: citizen questions, applications and case files, incoming mail, legislation and policy documents, consultation responses, internal procedures and documents that contain personal data. The AI system prepares the result, and officials decide on applications, cases and policy.
Yes. For a national technical inspection authority in Poland theBlue.ai designed a multi-agent system in which a main agent reads the question and delegates it to specialised agents for 11 knowledge areas. Citizens do not pick a category, the system asks a follow-up question when a request is ambiguous, calculates deadlines and validity periods and combines knowledge when a question crosses areas.
The people who know the content. In the inspection authority’s system the knowledge base is managed through editable SharePoint Lists, so subject experts update and extend it without a developer. The system runs on Microsoft Azure with Entra ID authorisation and Langfuse monitoring.
Yes. theBlue.ai built the Policy-Insider.AI platform, which collects millions of political documents from national and EU institutions in several languages, classifies them by policy area with NLP and large language models and shows each user a dashboard with AI-written summaries. The time from publication to usable insight went from days to real time.
Yes. The European Commission invited theBlue.ai to Brussels to run AI workshops for the Directorate-General for Research and Innovation: how modern AI systems work, where they are applied in energy, environment, healthcare and industry, and what that means for policy, in plain language and without a product pitch.
With one process, such as recurring citizen questions on one topic, and the data behind it. The process analysis has a fixed price from €3k and ends with an architecture proposal that states scope, timeline and cost, including where the data may be processed. The build is priced in milestones, and first working components typically arrive six to eight weeks in.
Tell us which process is costing you the most
Describe the process and we’ll come back within one business day with an initial assessment and a proposal for a 30-minute scoping call.
- Phase 1 is a standalone engagement, with no commitment to proceed further.
- Senior engineers from day one. No account managers, no handoffs.
- We integrate, never replace. Your systems stay exactly as they are.