Family A · Serving people and business
Customer service and requests
The front door. Every request, across every channel, identified with consent, classified, resolved where it can be, routed where it must be, and visible to the person until it is closed.
Customer service and requests (MG-01) is one of the twenty-one MeshGov services, in the "Serving people and business" family. The front door. Every request, across every channel, identified with consent, classified, resolved where it can be, routed where it must be, and visible to the person until it is closed. It replaces contact-centre crm, web forms and shared mailboxes and service request 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
- Contact-centre CRM
- Web forms and shared mailboxes
- Service request spreadsheets
What it reacts to
- Request received on any channel
- Status asked for
- Owning service closes or stalls
- Complaint lodged
The agents that carry it
Intake agent
Identifies the person with consent, classifies the request and pulls their history from the other services.
Resolution agent
Resolves routine requests end to end: a missed collection, an address change, a status enquiry, a document reissue.
Routing agent
Routes what it cannot resolve to the owning service, chases it against the service standard and keeps the requester informed.
Where a person decides
No decision with legal effect on a person, a business or public money is taken by an agent alone. In Customer service and requests, these decisions are held for a named officer, with the agent's evidence and recommendation attached.
| Decision | Who decides | Why a person |
|---|---|---|
| Response to a complaint about conduct | Team leader | Reflects on a named officer |
| Escalation to a formal review | Delegated officer | Starts a process with legal effect |
Records it writes
Request record · Contact history · Service-standard breach note · Complaint file
Before MeshGov: the baseline this service is measured against
Requests a year
212,000
across phone, web, email and counter
Resolved first contact
38%
today; the rest re-keyed into another system
Median time to close
9 days
today, no status visible to the requester
Channels re-keyed
4
each with its own record of the same person
Levels of government: core at federal level, core at state level, core at local level.
Questions buyers ask about Customer service and requests
- What does MeshGov Customer service and requests do?
- The front door. Every request, across every channel, identified with consent, classified, resolved where it can be, routed where it must be, and visible to the person until it is closed. It reacts to events such as request received on any channel, status asked for and owning service closes or stalls, and writes request record, contact history, service-standard breach note and complaint file as records.
- What systems does Customer service and requests replace?
- Contact-centre CRM, Web forms and shared mailboxes and Service request spreadsheets. Because the service runs on the MeshGov platform, the licence, integration and upgrade costs of those systems retire with them.
- What do the AI agents do in Customer service and requests?
- The intake agent identifies the person with consent, classifies the request and pulls their history from the other services. The resolution agent resolves routine requests end to end: a missed collection, an address change, a status enquiry, a document reissue. The routing agent routes what it cannot resolve to the owning service, chases it against the service standard and keeps the requester informed.
- Which decisions does a person still take?
- Agents never take a decision with legal effect on a person, a business or public money. In Customer service and requests, a person decides response to a complaint about conduct (team leader) and escalation to a formal review (delegated officer). The record shows who decided, why, on what evidence and under which delegation.
- Which levels of government use Customer service and requests?
- 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.