Smarter Week

How to automate it

How to automate “answer the same questions from the public by phone, email and counter”

Here are 2 ways to spend less time on this, best first. Each comes with steps you can follow today.

90 min
typically, every day
50%
of the time can be automated
Some setup
to set up

Fix 1 of 2

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

Fix 2 of 2

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

Who does this task

Roles in our library that list this as one of their common tasks. Each guide covers the rest of that role’s week.

Government caseworker / clerk

HourLeak · the 8-minute work audit

How many hours does this cost you?

The free 8-minute check works out where your week goes and gives you your top fixes. The team scan does the same for everyone and adds it up, so you know which leaks to fix first.

Take the free check Scan my team, $49

Answers are anonymous. Leaders only see team totals.

Other common tasks for Government caseworkers / clerks