CITIZEN SERVICES

Make the next step clear for every citizen.

A proposed service journey that connects enquiries, appointments, department routing and status updates.

Citizen services / CONNECTED JOURNEY

A citizen’s question. A clear next step.

CASE VM-1071Illustrative reference workflow

ONE CASE CONTEXTVM-1071Permission / state / history

Normal path Exception to a personIllustrative · select a node to inspect

Workflow studioIllustrative

NoorCitizen services agentSample conversation · VM-1071

CONVERSATION / STEP 1

Customer

How do I follow up on my service request?

VocoMotiv

I can help you find the next step using the department’s approved information.

Service request systemSample action

Identify the service and enquiry

Citizen enquiry recorded

No live calls or system writes

Department staff retain approval and eligibility responsibility.

Explore government

Fictional conversations and records · illustrative workflow · confirm supported systems and language coverage.

INSIDE THE EXECUTION

Inspect the workflow.

This scenario is a proposed adaptation of the platform architecture. Department staff and authorized systems retain responsibility for approvals and eligibility decisions.

Workflow explorer

Interactive illustration · sample data

Voice conversation

Government agentSample case VM-1071

How do I arrange a service appointment?

I can help you find the relevant service and the next step.

Fictional case · no real calls or data

ONE CONNECTED WORKFLOW 01 / 06

Request received

CONVERSATION & CHANNELS

SYSTEMS & PEOPLE

Citizen enquiryCapture the citizen request without making an eligibility decision.

Shared state Connected actions Human control

The complete journey

Citizen enquiry

Approved service information

Create service request

Send status confirmation

Department staff review

Audit and service review

Systems in this story

Service request systemDepartment queuesAppointmentsNotifications

Integration categories describe the workflow. Confirm named systems, permitted actions and deployment compatibility with our team.

START WITH ONE WORKFLOW

Bring your SOP. Let’s map the first process.

Define the task, connect the systems and agree what a useful pilot should prove.

Discuss a workflow pilot