Citizens expect government services to match the speed and convenience of the private sector. But according to a 2023 Deloitte survey of 5,800 people across 13 countries, satisfaction with digital government services still lags behind the private sector by 21%. Whether someone’s applying for benefits or calling with a question, the experience should feel easy, fast, and seamless, but outdated systems make that hard to deliver, especially at scale.
To close that gap, more and more public sector agencies are turning to government workflow automation. Technologies like AI-powered chat agents and intelligent knowledge bases help automate routine inquiries and repetitive tasks without piling more work onto government employees.
If that sounds like something your agency could benefit from, keep reading. We’ll break down the key benefits of automation for both citizens and public sector teams—and share three real-world examples of how government agencies are already leveraging AI tools today.
What is government workflow automation?
Government workflow automation uses technology (often powered by AI) to handle repetitive, time-consuming tasks that were traditionally done by human personnel. It helps public agencies work faster, reduce errors, and deliver better service to citizens by streamlining routine processes.
Examples include:
- Routing customer calls within government call centers to the right department automatically
- Checking eligibility for benefits in real time
- Pre-filling forms with data from existing systems
- Sending automatic updates to citizens
Common government automation frameworks
When it comes to government automation, there are different ways you can go about it. The approach you choose (your framework) can make a big difference in how scalable, flexible, and sustainable your automation efforts will be.
Here are five common automation frameworks used in government settings, especially in contact centers and service operations:
- Hybrid framework: Combines different approaches, like data rules and action keywords, to balance flexibility and control. It’s ideal for large government contact centers or programs with complex workflows. For example, a veterans’ services agency might use a hybrid setup to combine real-time call handling with automated benefits verification in the background.
- Modular framework: Breaks a service into smaller parts that can be updated or tested on their own. Think of a driver’s license renewal system: one module handles eligibility checks, another processes payments, and another sends confirmation letters. If one piece needs an update, it doesn’t break the whole system.
- Data-driven framework: Keeps the automation rules separate from the citizen data. For instance, a housing department might use the same automation process to review rental assistance applications from hundreds of residents, just swapping in different applicant data each time. This makes it easy to scale, but the data needs to be kept clean and well-organized.
- Keyword-driven framework: Uses simple words like “verify identity,” “submit form,” or “escalate to supervisor” to define each step of a process. This is useful for things like 311 systems or contact center scripts, where non-technical staff need to follow or adjust workflows. It’s easy to understand, but teams may need a bit of training to use it well.
- Linear framework: Follows one fixed path, from start to finish, with every step in the same order. This works best for short-term or single-purpose services, like a disaster relief fund application portal that opens for 30 days and doesn’t change much. It’s fast to set up, but not great if you need to make frequent updates or handle multiple scenarios.
Benefits of government workflow automation
Let’s explore the key benefits that workflow automation can offer, especially when it comes to improving the government customer experience.
These include:
- Faster, more reliable public service: Automation helps government agencies respond more quickly by handling common questions and tasks automatically. Instead of waiting on hold or visiting in person, people can get help instantly around the clock through AI-powered voice agents, which guide them through questions and next steps.
- Simplified processes: Automation cuts out unnecessary steps and makes government services easier to use for citizens.
- More accurate and consistent support: Automated systems follow the same rules every time, which helps reduce errors and keeps answers consistent across channels. Whether someone uses a chatbot, calls a contact center, or visits a service desk, they get the same up-to-date information.
- More equitable access: Automation can make government services more inclusive by supporting multiple languages, screen readers, and voice navigation. Automated systems can also apply the same rules to every applicant, helping reduce bias in decisions like benefit approvals or grant awards.
- Better use of public resources: Automation also helps government teams get more done without needing more people or budget. It takes care of routine tasks like sorting requests or sending reminders. For example, with tools like Capacity’s AI SMS automation, agencies can send timely updates or appointment confirmations automatically.
- A more modern digital experience: Lastly, with automation, people can get things done online without needing to visit an office or wait on hold for hours—especially for routine needs like renewing their driver’s license. Smart websites and virtual assistants can guide users step-by-step, answer common questions, and show what to do next.
3 Real-world examples of government workflow automation in action
As we’ve explored the benefits of automation in government services, let’s see how these concepts are applied in practice.
Here are three real examples of how governments have used automation to improve speed, reduce workload, and deliver better service to citizens.
1. US government’s wide adoption of AI tools
The U.S. is one of several governments embracing AI to improve how public services are delivered. In fact, according to one survey, 71% of U.S. government leaders said the benefits of AI outweigh the risks, signaling strong support for continued adoption.
Some of the most impactful examples already in motion include:
- Faster application processing at the FDA: The U.S. Food and Drug Administration (FDA) uses AI to automate its application intake process. As a result, they cut processing time by 93% and saved an estimated 5,200 hours of manual work.
- Massive throughput gains at the IRS: The Internal Revenue Service uses automation to scan tax forms more efficiently. In just the first three months of 2023, they processed 80 times more returns than during all of 2022.
2. UK government’s AI tool for public consultation responses
The UK government has developed an AI tool named “Consult” to streamline the analysis of public consultation responses. In a trial during a Scottish Government consultation on non-surgical cosmetic procedures, “Consult” processed over 2,000 responses, identifying key themes with accuracy comparable to human analysts.
This innovation is projected to save approximately 75,000 days of manual analysis annually, equating to £20 million in staffing costs, thereby enhancing efficiency and reducing reliance on external contractors.
While the technology has only been used in one area so far, the government plans to roll it out across more departments soon.
3. Canada uses AI to speed up immigration applications
Like the UK, Canada is using AI to ease pressure on overworked government officials. The Immigration, Refugees and Citizenship Canada (IRCC) agency now uses government case management software powered by AI to fast-track straightforward immigration applications and even automatically approve low-risk cases.
Final decisions are still made by humans, but automation is helping speed things up and free up immigration officers for more complex cases.
Parting thoughts
As more governments turn to AI to speed up services and cut red tape, now’s the time to get on board. Ultimately, people expect government services to be as fast and helpful as anything else online. With AI, that’s finally possible. But only if you have the right setup behind the scenes.
Capacity’s AI in government solutions bring together everything you need: instant support for citizens through chat or voice, smarter workflows for your internal teams, and built-in tools to keep data secure, trackable, and compliant. It’s an all-in-one platform designed to help government agencies do more with less.
Request a free demo to get started.
FAQs
The 4 D’s of automation—Dirty, Dull, Dangerous, and Dear—are a simple way to identify tasks that are good candidates for automation. “Dirty” tasks are repetitive and often unpleasant, like cleaning up data. “Dull” tasks are monotonous, like sorting emails or routing requests. “Dangerous” tasks might pose digital risks, such as flagging security threats. “Dear” tasks are those that cost a lot of time or money, like reviewing complex paperwork manually.
Government automation makes it faster and easier for people to get help. It cuts down long wait times, speeds up things like applications and renewals, and means citizens can get answers anytime. It also reduces errors and makes services more consistent, so people don’t get bounced around or have to repeat the same information over and over.
Modern government automation tools are designed to streamline everything from contact center support to back-office operations. The most effective platforms combine artificial intelligence, secure data handling, and easy integration with existing systems. Capacity is one such tool—it helps public sector teams automate repetitive tasks, improve response times, and support citizens 24/7, all while meeting strict government compliance standards.