AI Automation Intake: The First Step Toward a Smarter Public Service

The Challenge of Managing High-Volume Correspondence 

Every day, thousands of emails, requests, and documents flow through government departments. Manually sorting, logging, and routing each one is time-intensive and creates opportunities for delay or error. 

The solution: AI workflow automation — purpose-built for the public sector to simplify and secure correspondence management at scale. 

Introducing the AI Automation Intake Service 

The AI Automation Intake Service — part of ccmEnterprise v5.4 (and available to all ccmEnterprise 5.x customers) — automates the classification and processing of correspondence. 

It can: 

• Identify and extract key data such as sender, subject, and due dates. 

• Classify records by type (e.g., invitation, inquiry, follow-up). 

• Generate draft replies for routine correspondence. 

• Detect tone, urgency, and language. 

• Store attachments securely in SharePoint or GCdocs, applying business rules based on classification. 

These capabilities reduce manual work, improve consistency, and maintain compliance within secure government environments. 

Pilot Project: Automation in Action 

One of our largest Canadian government clients piloted the AI Automation Intake Service to manage correspondence for both the Minister and Deputy Minister offices. 

The system now processes thousands of records annually, automatically classifying correspondence and creating structured records directly within ccmEnterprise. 

The pilot showed: 

• Faster, more accurate intake across multiple correspondence types. 

• Built-in compliance through audit trails and record classification. 

• Reduced manual effort, freeing staff for higher-value work. 

As our client noted, automation doesn’t replace people — it enhances their capacity to focus on meaningful work. 

Human in the Loop: Automation with Oversight 

WorkDynamics’ AI services always include human validation, ensuring departmental control at every stage. AI generates insights and draft responses, but final decisions remain in the hands of government staff. 

This balance between automation and accountability ensures trustworthy adoption across departments. 

Future-Ready Public Service 

The AI Automation Intake Service represents a major step forward in AI workflow automation in the public sector — improving efficiency, accuracy, and governance while maintaining full data security within each department’s infrastructure. 

📩 Contact us at [email protected] or visit workdynamics.com to learn how WorkDynamics can support your modernization journey.