Family A · Serving people and business
MeshGov Resolve
Case management
Citizen and business cases handled end to end: intake, triage, assessment, determination and review, widened to own internal review and appeals of decisions made under any other service.
MeshGov Resolve (MG-09), the service for case management, is one of the twenty-one MeshGov services, in the "Serving people and business" family. Citizen and business cases handled end to end: intake, triage, assessment, determination and review, widened to own internal review and appeals of decisions made under any other service. It replaces case management platform, shared mailboxes and review tracking spreadsheets. AI agents carry the work end to end; a named officer takes every decision with legal effect on a person, a business or public money. It is core at federal level, core at state level, core at local level.
What it replaces
- Case management platform
- Shared mailboxes
- Review tracking spreadsheets
What it reacts to
- Case received
- Vulnerability indicator detected
- Statutory deadline approaches
- Review requested
The agents that carry it
Intake agent
Receives and classifies the case and assembles the person's history from the other services.
Assessment agent
Assesses, sets out the options and the applicable provisions, and prepares the officer pack without pre-deciding.
Review agent
Assembles the original decision, the evidence relied on and the provisions into a review pack for a different officer.
Where a person decides
No decision with legal effect on a person, a business or public money is taken by an agent alone. In MeshGov Resolve, these decisions are held for a named officer, with the agent's evidence and recommendation attached.
| Decision | Who decides | Why a person |
|---|---|---|
| Determination with legal effect | Delegated officer | Legal effect on a person |
| Hardship or vulnerability matter | Support officer | Vulnerability guardrail: the agent stops |
| Internal review outcome | An officer other than the original decision-maker | Procedural fairness |
Records it writes
Case file · Officer pack · Determination with reasons · Review decision
Before MeshGov: the baseline this service is measured against
Median resolution
11 days
working days
Vulnerability detected
by chance
no systematic check
Overturned on review
4.1%
nothing fed back to the rules
History assembled
by hand
from four systems
Levels of government: core at federal level, core at state level, core at local level.
Questions buyers ask about MeshGov Resolve
- What does MeshGov Resolve do?
- MeshGov Resolve is the MeshGov service for case management. Citizen and business cases handled end to end: intake, triage, assessment, determination and review, widened to own internal review and appeals of decisions made under any other service. It reacts to events such as case received, vulnerability indicator detected and statutory deadline approaches, and writes case file, officer pack, determination with reasons and review decision as records.
- What systems does MeshGov Resolve replace?
- Case management platform, Shared mailboxes and Review tracking spreadsheets. Because the service runs on the MeshGov rails, the licence, integration and upgrade costs of those systems retire with them.
- What do the AI agents do in Case management?
- The intake agent receives and classifies the case and assembles the person's history from the other services. The assessment agent assesses, sets out the options and the applicable provisions, and prepares the officer pack without pre-deciding. The review agent assembles the original decision, the evidence relied on and the provisions into a review pack for a different officer.
- Which decisions does a person still take?
- Agents never take a decision with legal effect on a person, a business or public money. In MeshGov Resolve, a person decides determination with legal effect (delegated officer), hardship or vulnerability matter (support officer) and internal review outcome (an officer other than the original decision-maker). The record shows who decided, why, on what evidence and under which delegation.
- Which levels of government use MeshGov Resolve?
- It is core at federal level, core at state level, core at local level. MeshGov was checked against the Australian Government Architecture, the AGA Business Reference Model, the Queensland Government Enterprise Architecture and the UK Local Government Business Model, and serves government in any country.