Development of an Automated Citizen Engagement and Case Management System

The client, a regional government authority, faces increasing demands from citizens for prompt assistance. Their existing manual and siloed communication platforms are inefficient at managing high volumes of service requests, lack automation, and hinder departmental collaboration due to limited integration capabilities. This results in delayed responses, reduced transparency, and diminished citizen satisfaction, especially during periods of crisis such as a pandemic.

A regional government authority seeking to enhance citizen communication, automate request handling, and improve public service delivery through a tailored CRM platform.

• Implement a centralized CRM system to unify citizen data and service requests.
• Automate the intake, routing, and processing of citizen requests to appropriate departments.
• Integrate communication channels including email, SMS, and voice communication for seamless interaction.
• Enhance system scalability to handle increasing data volumes, supporting up to 100 million database records.
• Increase processing capacity to manage over 10 million messages per day with minimal errors.
• Upgrade system security, performance, and maintainability through code modernization and infrastructure optimization.
• Improve transparency, accessibility, and efficiency of government services to foster greater citizen trust.

• Unified citizen data repository supporting extensive records (~100 million entries).
• Automated request intake, categorization, and routing based on department-specific workflows.
• Integration with email and SMS services (e.g., AWS SES, SendGrid, SNS) for effective mass communication.
• Call management system with IVR capabilities for inbound/outbound calls, scheduling, queue management, and call routing.
• Asynchronous message handling with message brokers (e.g., RabbitMQ, ActiveMQ) for high scalability and throughput.
• Performance profiling and database optimization to prevent deadlocks and ensure reliable operation.
• Codebase upgrade to latest platform versions for security, maintainability, and performance enhancements.

• Email services (e.g., SES, Mailgun, SparkPost) for outbound email communication
• SMS gateways (e.g., Doppler, SNS) for text messaging
• Call center and IVR systems for voice interaction and automated call handling
• Database systems optimized for high-volume data storage and retrieval
• Monitoring and error tracking services

• High scalability to process over 10 million messages daily
• Database support for up to 100 million records with efficient querying
• Low latency for request processing and communication delivery
• High system availability and fault tolerance
• Robust security measures to ensure data privacy and prevent vulnerabilities
• Ease of maintenance and future scalability through code upgrades

The implemented system aims to significantly improve government transparency, responsiveness, and citizen satisfaction. By automating request processing and integrating multiple communication channels, the platform is expected to handle increased demand efficiently, processing over 10 million messages daily without errors. The modernization and optimization efforts will ensure long-term scalability, security, and maintainability, fostering stronger trust and engagement between the government and its constituents.