Smarter Week

AI and automation by role · frontline

How Government caseworkers / clerks can use AI and automation

Below are 12 common tasks for Government caseworkers / clerks, most common first. For each one you get the best fix (AI, automation, a feature in software you already have, or a simpler process), the steps to set it up and, for AI fixes, a prompt to copy.

Also called: Caseworker, Case Manager, Social Worker, Eligibility Specialist, Benefits Officer, County Clerk, Permit Technician, Public Service Officer

Find your own hour leaks, free See the fixes

Task 1 · typically 90 min, every day

Write case notes after visits and calls

AIBest fix

Use your agency's approved AI to turn visit notes or recordings into case notes

Approved AI tools for social care and casework can turn a recorded conversation (with consent) or rough notes into structured case notes and report drafts. Many councils and agencies now use them.

Typically saves about 40% of the time15 min to set up
  1. 1Ask your supervisor which AI tool is approved (for example Microsoft Copilot in your government tenant, or a casework tool such as Magic Notes).
  2. 2Get consent before recording, as your policy requires.
  3. 3Use the tool or the prompt below to draft the note in your agency's format.
  4. 4Check every fact and decision; the note is your professional record.
  5. 5Use only AI tools your agency has approved for client or resident data, and follow your records and privacy rules.
Prompt to copy
Turn these notes from a [VISIT / PHONE CALL / MEETING] into a case note using these headings: [YOUR AGENCY'S HEADINGS, e.g. Purpose, Who was present, What was discussed, Observations, Risks, Actions and owners, Next contact]. Keep the client's own words in quotes where I noted them. Be factual and neutral. Mark anything unclear as [CHECK]. Do not add anything not in my notes.

Notes: [PASTE OR DICTATE]

Tools: Microsoft Copilot (government tenant) · Magic Notes · Agency-approved AI

How to automate this task

Task 2 · typically 60 min, every day

Retype information from paper forms and applications

Software featureBest fix

Move paper applications to online forms that feed the case system

Online forms check for missing information, accept document uploads and create the record directly. Nobody retypes them and fewer applications come back incomplete.

Typically saves about 50% of the time8 h to set up
  1. 1Pick the paper form you retype most.
  2. 2Work with IT to rebuild it on your agency's form platform (Salesforce Public Sector, Microsoft Power Pages, ServiceNow, Granicus or GovOS).
  3. 3Make required fields and uploads mandatory.
  4. 4Keep a kiosk or staff-assisted option for people without internet.

Tools: Salesforce Public Sector · Microsoft Power Pages · ServiceNow · Granicus · GovOS

One more way to fix it
Automation

Have document AI read uploaded proofs and fill in the fields

Document AI reads IDs, pay slips and bills, pulls out the key details and flags what is missing. Staff check and decide instead of typing.

Typically saves about 40% of the time8 h to set up
  1. 1List the documents you check most often.
  2. 2Ask IT whether your case system has document reading built in, or can use Azure AI Document Intelligence, Google Document AI or AWS Textract.
  3. 3Start with one document type and compare against manual checks for a few weeks.
  4. 4Keep the final eligibility decision with staff.
  5. 5Use only AI tools your agency has approved for client or resident data, and follow your records and privacy rules.

Tools: Azure AI Document Intelligence · Google Document AI · AWS Textract · Your case management system

How to automate this task

Task 3 · typically 45 min, every day

Wait on slow, old systems and enter the same thing twice

AutomationBest fix

Use a software robot for repeat steps in old systems

Robotic process automation (Power Automate Desktop or UiPath) can click through old screens and copy data between systems overnight, so staff stop entering things twice.

Typically saves about 50% of the time10 h to set up
  1. 1Write down the exact steps of one repeated task, screen by screen.
  2. 2Count how many times a week it happens.
  3. 3Bring it to IT or your automation team as a candidate for Power Automate Desktop or UiPath.
  4. 4Test the bot alongside manual work before switching over.

Tools: Microsoft Power Automate Desktop · UiPath

One more way to fix it
Software feature

Move paper applications to online forms that feed the case system

Online forms check for missing information, accept document uploads and create the record directly. Nobody retypes them and fewer applications come back incomplete.

Typically saves about 50% of the time8 h to set up
  1. 1Pick the paper form you retype most.
  2. 2Work with IT to rebuild it on your agency's form platform (Salesforce Public Sector, Microsoft Power Pages, ServiceNow, Granicus or GovOS).
  3. 3Make required fields and uploads mandatory.
  4. 4Keep a kiosk or staff-assisted option for people without internet.

Tools: Salesforce Public Sector · Microsoft Power Pages · ServiceNow · Granicus · GovOS

How to automate this task

Task 4 · typically 60 min, every day

Check documents and work out eligibility

AutomationBest fix

Have document AI read uploaded proofs and fill in the fields

Document AI reads IDs, pay slips and bills, pulls out the key details and flags what is missing. Staff check and decide instead of typing.

Typically saves about 40% of the time8 h to set up
  1. 1List the documents you check most often.
  2. 2Ask IT whether your case system has document reading built in, or can use Azure AI Document Intelligence, Google Document AI or AWS Textract.
  3. 3Start with one document type and compare against manual checks for a few weeks.
  4. 4Keep the final eligibility decision with staff.
  5. 5Use only AI tools your agency has approved for client or resident data, and follow your records and privacy rules.

Tools: Azure AI Document Intelligence · Google Document AI · AWS Textract · Your case management system

One more way to fix it
Software feature

Move paper applications to online forms that feed the case system

Online forms check for missing information, accept document uploads and create the record directly. Nobody retypes them and fewer applications come back incomplete.

Typically saves about 50% of the time8 h to set up
  1. 1Pick the paper form you retype most.
  2. 2Work with IT to rebuild it on your agency's form platform (Salesforce Public Sector, Microsoft Power Pages, ServiceNow, Granicus or GovOS).
  3. 3Make required fields and uploads mandatory.
  4. 4Keep a kiosk or staff-assisted option for people without internet.

Tools: Salesforce Public Sector · Microsoft Power Pages · ServiceNow · Granicus · GovOS

How to automate this task

Task 5 · typically 90 min, every day

Answer the same questions from the public by phone, email and counter

Software featureBest fix

Put clear answers online, with a chat assistant, so fewer people need to call

A clear web page with the top questions, plus an approved chat assistant trained on it, answers common questions any time. Staff handle the complex cases.

Typically saves about 35% of the time4 h to set up
  1. 1Log the top 20 questions for two weeks.
  2. 2Write plain answers with links to forms.
  3. 3Publish them on the website and voicemail; ask web or IT about an approved chat assistant (Microsoft Copilot Studio, Granicus, Salesforce).
  4. 4Review unanswered chat questions monthly and add answers.

Tools: Microsoft Copilot Studio · Granicus · Salesforce Public Sector · Your agency website

One more way to fix it
Software feature

Use approved letter templates with merge fields

Templates in the case system or Word mail merge fill names, dates and case details automatically. You check and send instead of writing each letter.

Typically saves about 50% of the time2 h to set up
  1. 1List the 10 letters and emails you send most.
  2. 2Get the wording approved once.
  3. 3Build them as templates in the case system or Word with merge fields.
  4. 4Keep them in one shared place your team can use.

Tools: Your case management system · Microsoft Word mail merge · Outlook Quick Parts

How to automate this task

Task 6 · typically 45 min, every day

Write letters and notices to residents or clients

Software featureBest fix

Use approved letter templates with merge fields

Templates in the case system or Word mail merge fill names, dates and case details automatically. You check and send instead of writing each letter.

Typically saves about 50% of the time2 h to set up
  1. 1List the 10 letters and emails you send most.
  2. 2Get the wording approved once.
  3. 3Build them as templates in the case system or Word with merge fields.
  4. 4Keep them in one shared place your team can use.

Tools: Your case management system · Microsoft Word mail merge · Outlook Quick Parts

One more way to fix it
AI

Have AI rewrite notices in plain language and other languages

AI can rewrite a formal notice so people understand it the first time, which means fewer follow-up calls. Check that legal wording still holds.

Typically saves about 40% of the time5 min to set up
  1. 1Take the template notice (without personal details).
  2. 2Use the prompt below in your agency-approved AI tool.
  3. 3Have the right person confirm legal or policy wording is still correct.
  4. 4Save the new version as the template.
Prompt to copy
Rewrite this notice in plain language at about a 6th-grade reading level. Keep every legal requirement, date, amount and right of appeal. Put what the reader must do, and by when, at the top. Use short sentences and headings. Then translate it into [LANGUAGE]. List any wording you were unsure about changing.

[PASTE NOTICE]

Tools: ChatGPT, Claude, Gemini or Microsoft Copilot · Agency-approved AI

How to automate this task

Task 7 · typically 180 min, once a week

Write assessment, court or review reports

AIBest fix

Use your agency's approved AI to turn visit notes or recordings into case notes

Approved AI tools for social care and casework can turn a recorded conversation (with consent) or rough notes into structured case notes and report drafts. Many councils and agencies now use them.

Typically saves about 40% of the time15 min to set up
  1. 1Ask your supervisor which AI tool is approved (for example Microsoft Copilot in your government tenant, or a casework tool such as Magic Notes).
  2. 2Get consent before recording, as your policy requires.
  3. 3Use the tool or the prompt below to draft the note in your agency's format.
  4. 4Check every fact and decision; the note is your professional record.
  5. 5Use only AI tools your agency has approved for client or resident data, and follow your records and privacy rules.
Prompt to copy
Turn these notes from a [VISIT / PHONE CALL / MEETING] into a case note using these headings: [YOUR AGENCY'S HEADINGS, e.g. Purpose, Who was present, What was discussed, Observations, Risks, Actions and owners, Next contact]. Keep the client's own words in quotes where I noted them. Be factual and neutral. Mark anything unclear as [CHECK]. Do not add anything not in my notes.

Notes: [PASTE OR DICTATE]

Tools: Microsoft Copilot (government tenant) · Magic Notes · Agency-approved AI

One more way to fix it
AI

Start from an AI first draft, never a blank page

Give the AI your notes, the audience and an example you liked; you spend your time editing, which is faster and better.

Typically saves about 45% of the time5 min to set up
  1. 1Gather your notes, bullet points and a past document you liked.
  2. 2Tell the AI who it is for and what it must achieve.
  3. 3Ask for an outline first, adjust it, then ask for the full draft.
  4. 4Edit for facts and your voice.
Prompt to copy
You are helping me write a [TYPE OF DOCUMENT] for [AUDIENCE]. The goal is [WHAT IT MUST ACHIEVE]. Here are my notes: [PASTE]. Here is an example I like the style of: [PASTE]. First give me an outline. After I approve it, write the full draft. Don't invent facts; mark anything you are unsure of with [CHECK].

Tools: ChatGPT, Claude, Gemini or Microsoft Copilot

How to automate this task

Task 8 · typically 90 min, a few times a week

Drive to home visits and appointments

Software featureBest fix

Write notes on the phone or tablet at the visit, and group visits by area

A mobile case app (or approved voice notes) lets you capture notes straight after each visit, so they are not waiting for you back at the office. Grouping visits by area cuts driving.

Typically saves about 20% of the time30 min to set up
  1. 1Ask whether your case system has a mobile or offline app.
  2. 2Dictate or type notes in the car straight after each visit.
  3. 3Plan visits by area on set days where you can.
  4. 4Use video visits where policy allows.

Tools: Your case management mobile app · Microsoft Teams for video visits

How to automate this task

Task 9 · typically 30 min, every day

Book appointments and remind people to come

Software featureBest fix

Let people book their own appointments with automatic reminders

Online booking with text reminders cuts phone time and no-shows. People pick a time that works and get a reminder the day before.

Typically saves about 60% of the time1 h to set up
  1. 1Use your agency's booking tool (Microsoft Bookings, Qmatic, Calendly or your case system).
  2. 2Set appointment types and times.
  3. 3Turn on text and email reminders.
  4. 4Put the booking link in letters and on the website.

Tools: Microsoft Bookings · Qmatic · Calendly · Your case management system

How to automate this task

Task 10 · typically 60 min, once a week

Handle records and public information requests

Software featureBest fix

Track records requests in request software with search and redaction tools

Public records software tracks deadlines, searches documents and helps with redaction, and publishes common requests so the same thing is not asked twice.

Typically saves about 40% of the time2 h to set up
  1. 1Ask whether your agency uses GovQA, NextRequest or JustFOIA.
  2. 2Log every request there, not in email.
  3. 3Use the built-in search and redaction tools (many now have AI-assisted redaction); review every redaction yourself.
  4. 4Publish frequently requested records online.

Tools: GovQA · NextRequest · JustFOIA

How to automate this task

Task 11 · typically 45 min, every day

Sort through and reply to email

AIBest fix

Have AI draft replies to routine email

Paste the thread and a one-line instruction; edit the draft instead of writing from a blank page. Most routine replies take a minute instead of five.

Typically saves about 35% of the time5 min to set up
  1. 1Open the AI assistant your company allows (or the one built into Outlook or Gmail).
  2. 2Paste the email thread, or use the built-in "draft reply" button.
  3. 3Tell it the point you want to make in one line.
  4. 4Read the draft, fix anything wrong, and send.
Prompt to copy
Draft a reply to the email below. My point: [WHAT YOU WANT TO SAY IN ONE LINE]. Keep it under 120 words, friendly and direct, and match the tone of the sender. Do not invent facts or commitments.

Email:
[PASTE THE EMAIL]

Tools: ChatGPT, Claude, Gemini or Microsoft Copilot · Gmail "Help me write" or Outlook Copilot

One more way to fix it
Process fix

Batch email twice a day and let rules file the noise

Rules move newsletters, notifications and CCs out of your inbox, and checking at set times stops email from cutting your day into pieces.

Typically saves about 25% of the time20 min to set up
  1. 1Create rules that move notifications, newsletters and emails where you are only CC'd into folders.
  2. 2Turn off desktop and phone notifications for email.
  3. 3Pick two or three set times a day to process the inbox to zero.
  4. 4Tell your team that anything urgent should come by phone or chat.

Tools: Outlook or Gmail rules

How to automate this task

Task 12 · typically 20 min, every day

Hunt for files, numbers or answers someone already has

Software featureBest fix

Ask your workspace AI instead of searching folders

Microsoft Copilot (formerly Microsoft Copilot), Gemini in Google Workspace, Glean, Notion AI and Slack AI can answer questions from your company's own files, chats and email.

Typically saves about 50% of the time10 min to set up
  1. 1Check whether your company already pays for Copilot, Gemini in Google Workspace, Glean, Notion AI or Slack AI.
  2. 2Ask it the question in plain words, e.g. "What did we quote Acme for the Q3 renewal?"
  3. 3Open the source it cites to confirm.
  4. 4If you have none of these, ask IT. It is often cheaper than the hours lost.

Tools: Microsoft Copilot · Gemini in Google Workspace · Glean · Notion AI · Slack AI

One more way to fix it
Process fix

Agree one home for each kind of file

Most searching comes from the same thing living in three places. Pick one place per type and link to it.

Typically saves about 35% of the time1 h to set up
  1. 1List the five things people search for most.
  2. 2Pick one home for each (one folder, one wiki page, one system).
  3. 3Pin the links in your team channel.
  4. 4Move or delete the copies.

Tools: SharePoint, Google Drive, Notion or Confluence

How to automate this task

Quick wins

Have you tried…

Have you had AI draft a reply to a tricky or routine email?
You paste the email and say the point you want to make; the AI writes a draft you edit. Outlook and Gmail now have this built in.
Have you asked an AI that can see your company files a question, instead of digging through folders?
Microsoft Copilot (formerly Microsoft Copilot), Gemini in Google Workspace, Glean and similar tools search your email, chats and files and answer with links to the source.
Has your agency approved an AI tool that turns visit notes or recordings into case notes?
Some councils and agencies now use approved AI that drafts case notes from a recorded conversation or rough notes. You check and sign the final note.
Can people apply online instead of on paper forms you retype?
Online forms check for missing information and create the record directly, so nobody types it in again.
Have you let an AI notetaker write your meeting notes and action items?
Tools like Copilot in Teams, Zoom AI Companion or Otter join the call, write the summary and list who owes what. You just check it and send.
Do you send a booking link instead of emailing back and forth about times?
A booking link shows your free times so the other person picks one. Outlook and Google Calendar both have this built in.
Have you connected two apps so information copies itself between them?
Tools like Zapier, Make or Power Automate watch for something new in one app and create it in the other, so nobody retypes it.
Have you asked AI to build a spreadsheet formula, pivot or chart for you?
You describe the result you want in plain words, and Copilot in Excel or Gemini in Sheets builds it. ChatGPT or Claude can also analyze an uploaded file.

HourLeak · the 8-minute work audit

Find out which of these cost your team the most

Each person picks their role, taps the tasks they really do and says how long each takes. The free check gives you your own top fixes; the team scan adds up the hours across everyone and turns them into a 30-day plan.

Take the free check Scan my team, $49

Answers are anonymous. Leaders only see team totals.

More roles in Education & public sector

TeacherSchool administratorAll roles