Digital Case Management System That Transformed Constituent Response Time for a County Government

A county government office responsible for serving 85,000 residents was struggling to manage the growing volume of constituent requests flowing through its departments. With over 3,000 requests arriving each month through phone calls, emails, walk-ins, and online forms, the office had no unified system to track, route, or resolve issues in a timely manner.

The county needed a centralized case management platform that could bring structure to intake, automate routing and assignment, enforce resolution timelines, and give leadership clear visibility into service performance across all departments.

Client: A county government office

Employee Size: 120 employees

Industry: Government & Public Sector

Services: - Custom Software Development - AI Automation & Workflow Design - Case Management System Development - Cloud Infrastructure

The county government office had been operating with a patchwork of tools and manual processes that could not keep pace with constituent demand. Requests arrived through multiple channels with no standardized intake process, meaning critical information was often incomplete or missing entirely. Staff spent significant time on the phone clarifying details that should have been captured at first contact.

Once a request was received, there was no reliable system for routing it to the correct department or individual. Cases were forwarded through email chains, handed off informally between desks, or logged in spreadsheets that only one person maintained. This created bottlenecks where requests would sit unassigned for days, particularly when the responsible staff member was out of the office or unaware the case had been filed.

Resolution tracking was virtually nonexistent. Supervisors had no way to see how many open cases existed across the office, which cases were overdue, or which departments were falling behind on their service commitments. When constituents called to follow up, staff often could not locate the original request or provide a meaningful status update, leading to frustration and repeated contacts that compounded the workload.

The county was also under increasing pressure from its board of supervisors to demonstrate accountability and service-level compliance. Without structured data, the office could not produce reliable reports on response times, resolution rates, or departmental performance. Leadership was making staffing and resource decisions based on anecdotal evidence rather than hard metrics.

Field workers handling inspections, code enforcement, and public works requests operated with paper forms and disconnected mobile devices, creating delays between field activity and office records. Cases completed in the field might not be updated in the system for days, distorting the office's picture of open versus resolved work.

The county needed a solution that would: - Standardize intake across all channels - Automate case routing and assignment - Track resolution progress against defined SLAs - Provide real-time reporting for leadership - Enable field workers to update cases from mobile devices

JSG designed and implemented a comprehensive digital case management platform tailored to the county's departmental structure, constituent service requirements, and compliance obligations.

Key Components

Structured Intake Engine A multi-channel intake system was built to capture constituent requests through web forms, phone-assisted entry, email parsing, and walk-in kiosks. Every request followed a standardized data model that captured service type, location, urgency, contact information, and supporting documentation upfront, eliminating the back-and-forth that previously delayed case creation.

AI-Powered Auto-Categorization Azure OpenAI was integrated to automatically classify incoming requests by department, service category, and priority level. The model was trained on 18 months of historical request data, enabling it to correctly route over 90% of cases without manual intervention and flag ambiguous cases for human review.

Automated Routing & Escalation Workflows N8N orchestrated the full case lifecycle from assignment through resolution. Cases were automatically routed to the appropriate department and assigned to available staff based on workload balancing rules. Escalation triggers fired when cases approached or exceeded SLA deadlines, notifying supervisors and reassigning work as needed.

SLA Monitoring & Compliance Dashboard A real-time dashboard gave department heads and county leadership visibility into open case volume, average response time, SLA compliance rates, and departmental throughput. Automated weekly reports were generated and distributed to the board of supervisors, replacing the manual reporting process that previously consumed two full staff days per month.

Field Worker Mobile Access Power Apps provided field workers with mobile access to their assigned cases, allowing them to view case details, upload photos, capture signatures, record notes, and mark cases as resolved directly from the field. Updates synced in real time to the central system, keeping office records current.

Constituent Communication Layer Automated notifications kept constituents informed at every stage of their case. Confirmation emails were sent upon submission, status updates were triggered at key milestones, and resolution notices included satisfaction survey links that fed back into the reporting system.

## Quantifiable Impact

• 70% reduction in average constituent response time (from 6.2 days to 1.9 days)
• 88% of cases resolved within defined SLA windows (up from 41%)
• 52% increase in first-contact resolution rate
• 100% of backlogged cases cleared within 60 days of launch
• 3,100+ cases per month processed through the platform with zero lost requests
• 75% reduction in follow-up calls from constituents checking on status

• Frontend: Next.js
• Backend: .NET API
• Platform: TMX (case management engine, role management, workflow data layer)
• Cloud: Microsoft Azure
• Database: Azure SQL
• AI & Automation: Azure OpenAI (auto-categorization of requests, priority classification)
• Workflow Orchestration: N8N (routing logic, escalation triggers, SLA monitoring, report generation)
• Mobile: Power Apps (field worker case access and updates)
• Communication: Twilio (SMS notifications), SendGrid (email confirmations and updates)
• Reporting: Power BI (embedded SLA dashboards, departmental performance reports)