USE CASE · PUBLIC SECTOR
Politicians & public figures
Bring order to public inbox chaos.
OnDuty categorizes citizen messages, answers common questions and routes sensitive topics so your team can respond faster and more transparently.
Pain points we solve
- •Thousands of messages arrive across WhatsApp, social media and email.
- •Citizens ask the same process and benefit questions over and over.
- •Sensitive cases get buried under general feedback.
Outcomes you can expect
- •Citizens receive fast, consistent answers on basic topics.
- •Critical cases are detected and routed to the right staff.
- •Your office gains a clearer picture of recurring issues.
Signals & metrics
Handled by OnDuty
OnDutyFAQs about programs & benefits
OnDuty explains application steps, requirements and timelines based on your official information.
Message categorization
It tags messages as complaints, suggestions, press, emergencies or general requests.
Routing & escalation
Sensitive topics can be flagged and sent directly to specific teams or advisors.
Example conversation
User
Hi, how can I apply to the housing subsidy program?
OnDuty
Hi! I’ll guide you. First, I’ll confirm if you meet the basic requirements. Are you currently registered in the citizen database?
User
Yes, I registered last year.
OnDuty
Perfect. I’ll send you the link to the online form and the list of documents you’ll need to upload.
Workflow steps
3 channels- 1
Collect & classify
OnDuty captures citizen messages and tags them by topic and urgency.
- 2
Answer or escalate
Common questions are answered automatically; complex ones go to your team.
- 3
Track issues
Categorized messages feed dashboards that show recurring pain points.
- 4
Improve communications
Use insights to refine programs and proactive messaging.
KPIs to watch
- Response time to citizens
- Requests resolved automatically
- Insight into recurring issues
Channels covered
- Website & portals
- WhatsApp & SMS
- Social DMs (via integrations)