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Government Agent iconAI Agent

Government Agent

Government Agent that automates operations workflows using your data and tools.

The challenge

Applications arrive incomplete, so officers spend their time chasing evidence rather than deciding. Backlogs grow, statutory timescales slip, and citizens receive an outcome they cannot understand or challenge because the reasoning behind it was never written down.

The outcome

Azure AI Document Intelligence verifies identity and supporting evidence, Azure AI Search grounds the assessment in published legislation and guidance, and Azure OpenAI writes the reasoning in plain language. A named case officer makes every statutory decision, and appeal rights always accompany the outcome.

At a glance

Type
ai agents
Category
industry

Next step

Move from solution to engagement.

Build This Solution

01 — Architecture

End-to-end architecture

A citizen submits an application with supporting evidence. Identity and documents are verified, the Foundry agent tests the application against published criteria and writes the reasoning in plain language — but a named case officer makes every statutory or discretionary decision, and appeal rights always accompany the outcome.

CITIZENCitizen / Officerportal · phone · deskCHANNELSAzure Static WebAppsservices portalCommunicationServicesstatus & noticesAPPLICATIONAzure APIManagementregistry APIsAzure ContainerAppsservice runtimeAI & AGENTMicrosoft FoundryAgentguide · check · actAzure OpenAImodelsplain-language replyAzure AI Searchlegislation & guidesAzure AI ContentSafetyfairness guardrailsDATA & RECORDSAI DocumentIntelligenceapplications & proofAzure SQLcases & decisionsPermissiontrimmingown record onlyDECISION & INSIGHTCase officerdecisionstatutory decisionsService workflowsrouting & noticesPower BI / Fabricdemand & backlogDEVOPS & DELIVERYGitHubsource control & CIDockercontainer buildContainer Registryversioned imagesService releasedeploy with rollback
Figure 1 — End-to-end reference architecture for a citizen services agent on the Microsoft stack.
  • Citizen: Citizen / Officer
  • Channels: Azure Static Web Apps, Communication Services
  • Application: Azure API Management, Azure Container Apps
  • AI & agent: Microsoft Foundry Agent, Azure OpenAI models, Azure AI Search, Azure AI Content Safety
  • Data & records: AI Document Intelligence, Azure SQL, Permission trimming
  • Decision & insight: Case officer decision, Service workflows, Power BI / Fabric

02 — Workflow

Process & decision workflow

How an application becomes a lawful, explained decision — verify, assess, explain and notify, then branch. Complete and clearly eligible cases progress with the rule cited, while statutory or discretionary judgement goes to a case officer with the evidence and the criteria laid out.

1ApplyCitizen submits a form with supportingevidence2VerifyIdentity, eligibility and documentschecked3AssessApplication tested against publishedcriteria4ExplainReasoning written in plain language withthe rule5PrepareRecommendation packaged for a caseofficer6NotifyOutcome, reasons and appeal rightscommunicatedClear& non-statutory?Path 1 · complete and eligibleProgress automaticallyService delivered with the rule citedPath 2 · statutory or discretionaryCase officer decidesEvidence, criteria and reasoningpresentedDecision recordedReasons, evidence and officerstoredCitizen notifiedOutcome and appeal rights issuedClosecase concluded
Figure 2 — Apply → verify → assess → explain → prepare → statutory branch → progress or officer decision.
  1. Apply: Citizen submits a form with supporting evidence
  2. Verify: Identity, eligibility and documents checked
  3. Assess: Application tested against published criteria
  4. Explain: Reasoning written in plain language with the rule
  5. Prepare: Recommendation packaged for a case officer
  6. Notify: Outcome, reasons and appeal rights communicated
  7. Path 1 · complete and eligible — Progress automatically: Service delivered with the rule cited
  8. Path 2 · statutory or discretionary — Case officer decides: Evidence, criteria and reasoning presented

03 — Components

Key Microsoft components

Public service decisions must be lawful, explainable and consistent — verification, assessment and evidence all stay on the Microsoft stack.

  • Azure Static Web Apps iconAzure Static Web AppsAccessible citizen services portal and application forms.
  • Azure Communication Services iconAzure Communication ServicesStatus updates, statutory notices and reminders.
  • Azure API Management iconAzure API ManagementSecure gateway for registry, identity and payment APIs.
  • Azure Container Apps iconAzure Container AppsService runtime that scales with seasonal demand.
  • Microsoft Foundry Agent Service iconMicrosoft Foundry Agent ServiceEligibility assessment and casework orchestration.
  • Azure OpenAI models iconAzure OpenAI modelsPlain-language reasoning, translation and summarisation.
  • Azure AI Search iconAzure AI SearchRetrieval over legislation, guidance and precedent.
  • Azure AI Content Safety iconAzure AI Content SafetyGuardrails on tone, fairness and unsupported statements.
  • Azure AI Document Intelligence iconAzure AI Document IntelligenceReads applications, identity documents and evidence.
  • Microsoft Entra permissions iconMicrosoft Entra permissionsLawful-basis boundaries around every citizen record.
  • Azure Logic Apps iconAzure Logic AppsCasework routing, statutory clocks and notices.
  • Azure SQL iconAzure SQLCases, decisions, reasons and appeal records.
  • Azure Blob Storage iconAzure Blob StorageSubmitted evidence and immutable case artefacts.
  • Power BI / Microsoft Fabric iconPower BI / Microsoft FabricDemand, backlog, timeliness and consistency dashboards.

04 — AI

What the agent consumes

The capabilities applied to every application, and the line the agent does not cross.

AI capabilities embedded in the agent

  • Form and evidence extraction
  • Identity verification
  • Eligibility checking
  • Retrieval-augmented generation
  • Plain-language explanation
  • Multilingual and accessible output
  • Completeness checks
  • Consistency monitoring
  • Permission-aware retrieval
  • Case summarisation
  • Backlog analytics
  • Escalation routing

AI responsibility boundaries

The agent guides, checks completeness and prepares a recommendation; a named case officer makes every statutory or discretionary decision. Reasons and appeal rights are always given in plain language, decisions are monitored for consistency and disparate impact, and no citizen record is accessible outside its lawful basis.

05 — Personalization

Personalization & evolving process

The same methodology applies to every agent in the catalog. Tune the service, the casework template, the criteria and the value model — the page structure stays identical.

Service & legislation profile

Define the services, applicable legislation, statutory timescales, languages and accessibility standards in scope. The personas are the citizen, the case officer, the service manager and the appeals body.

06 — Impact

Key outcomes & business impact

Starting targets for the value case — validate each one against the customer baseline during discovery.

  • Application quality90%+Complete submissions because gaps are caught at entry.
  • Processing time−45%Verification and assessment run as evidence arrives.
  • Officer focusJudgementOfficers spend time on discretion, not data checking.
  • Reason traceability100%Every outcome names the criterion it was decided on.

Illustrative improvement index

Manual baseline = 100. Illustrative targets, not a commitment — confirm against the customer baseline.

10055Processing time10035Rework from errors10050Backlog ageManual baselineAI-assisted target
  • Processing time: manual baseline 100, AI-assisted target 55
  • Rework from errors: manual baseline 100, AI-assisted target 35
  • Backlog age: manual baseline 100, AI-assisted target 50

Related & recommended

Derived automatically from our solution knowledge graph.

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What powers this solution.

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