AI System for Routing Citizen Infrastructure Reports

The problem

When citizen messages, photographs, locations and asset inventories are held in separate sources, their fields must be matched by hand before a draft subject, urgency and team can be prepared.

The field coordination specialist must compare every suggestion in the draft subject, urgency and team with the source record; missing or conflicting evidence must not replace the final decision.

If an incident concerning the water, sewerage and roads units is not reviewed separately, a critical report could be routed to the wrong unit; the record must not progress without a human decision.

What we set out to improve

• Time taken for the draft subject, urgency and team to reach the field coordination specialist with its supporting evidence
• Outcomes of records referred for human review because one incident concerns the water, sewerage and roads units
• Number of suggestions corrected after identifying the risk of routing a critical report to the wrong unit

How the system works

1. 01 Retrieve the citizen message, photograph, location and asset inventory from authorised sources
2. 02 Verify field and document versions
3. 03 Prepare the draft subject, urgency and team with its supporting evidence
4. 04 Exception check: one incident concerns the water, sewerage and roads units
5. 05 Have the field coordination specialist accept, correct or reject the suggestion
6. 06 Decision gate: team allocation and critical intervention decisions
7. 07 Record the decision and source separately

Methods we used

• A source-identified data schema for the citizen message, photograph, location and asset inventory
• A structure that separates deterministic rules from AI suggestions
• A screen showing the draft subject, urgency and team beside its supporting evidence
• A human review queue for incidents concerning the water, sewerage and roads units
• A record identifier that prevents duplicate processing

Where people stay involved

Data and security

Only the citizen message, photograph, location and asset inventory fields required for the task should be processed. Role-based access should be applied, and unnecessary identity, health, financial and internal organisational data must not be sent to the model. Source retrieval, AI suggestions and the field coordination specialist's decisions should be recorded separately.

Who this suits

Frequently asked questions