Case Study
Government Agency Deploys AI Concierge at Scale
65% reduction in citizen query processing time
Anthropic ClaudeAWSAPI Gateway
Executive Summary
A federal government agency deployed an Anthropic Claude-powered agentic assistant handling 10,000+ citizen queries per day — reducing processing time by 65%.
- Industry: Government & Public Sector
- Geography: Australia
- Capability: Agentic AI Platform
- Technologies: Anthropic Claude, AWS, API Gateway, AWS Lambda
- Key Outcome: 10,000+ citizen queries handled per day at launch
The Challenge
The agency faced mounting operational pressure across citizen services. Key pain points included:
- •Thousands of citizen enquiries processed daily through a slow, manual triage process
- •Average 5-day response times creating significant staff burden and citizen dissatisfaction
- •Scalable, auditable AI solution required within strict government security classifications
Delivery
Saints & Masters deployed a multi-agent AI platform built for government-grade security:
- •Deployed a routing agent powered by Anthropic Claude to intelligently classify all incoming queries
- •Built specialised sub-agents to handle the highest-volume citizen enquiry categories autonomously
- •Implemented a human-in-the-loop escalation pathway for complex or sensitive cases
- •Hosted entirely within the agency's AWS GovCloud environment with full audit logging and compliance controls
Results
The transformation delivered measurable excellence across the enterprise:
- •10,000+ citizen queries handled per day at launch
- •65% reduction in average query processing time
- •94% citizen satisfaction score in post-deployment survey
- •Full ASD Essential Eight compliance maintained
- •Manual triage workload reduced by 70% for agency staff
Deep Dive into the Outcomes
Get the detailed PDF report covering the complete problem-solution-impact lifecycle and measurable ROI metrics for this project.
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