Citizen and resident services: the request that never reaches a person
Most service requests stall before anyone reads them. A permit application arrives without the site plan. A licence renewal is filed against last year's trade name. A pothole report lands in a shared inbox that three teams think someone else owns. The officer who could close it quickly sees it weeks later.
We put the intake on Service Cloud and the case record in the org, then give an agent the first pass. It checks the application is complete against the published checklist, asks for the missing document in the channel the resident used, and routes the complete case to the queue that owns it. Permits, licensing, inspections and service requests follow the same pattern: one record, one owner, a visible status the resident can check without calling.
Arabic and English, from the same source
In the UAE a resident writes in Arabic on WhatsApp at night and in English on the portal the next morning. The agent answers in the language the person used and pulls the answer from the same approved service rules in both languages. If the Arabic and English versions of a rule disagree, that is a content fix for your team, not something the agent should paper over. We flag it. For WhatsApp and web chat the setup is the one on the WhatsApp or Slack agent page, with the government record as the system of record.
Contact centre agents with a human handoff
A contact centre agent in government has a narrow job: answer what the published rules already answer, collect what the officer will need, and hand over the moment the question needs judgement. Eligibility, appeals, complaints about staff, and anything involving a vulnerable person go to a person with the transcript and the case attached. We design the handoff first because it is where trust is won or lost. The pattern is the same one we describe for chatbot to human handoff.
Grants and case management
Grant programmes run on spreadsheets longer than anyone admits. Applications, reviewer scoring, conditions, disbursements and reporting sit in five places. Salesforce Public Sector Solutions puts the programme, the applicant and the award on one record. An agent can pre-check eligibility against the published criteria, summarise a long application for the reviewer, and chase overdue reports. It does not score or decide. The same shape works for benefits and social case management, where the caseworker keeps the decision and the agent keeps the file current. Eligibility work that runs across a long application looks like our eligibility checker pattern.
Inter-agency data with MuleSoft
The resident gives the same details to three departments because the systems do not talk. We connect them with MuleSoft: APIs in front of the registry, the licensing system and the payments gateway, with each agency keeping control of its own data. The agent reads through those APIs with the same permissions an officer has, never around them. Where one profile across programmes helps, Data Cloud can hold it. The integration work is the same discipline as our Salesforce integration practice.
AI governance before go-live
Public bodies answer for every automated step. Before an agent goes live we write down what it may do, what it must hand over, what it logs and who reviews the log. Our AI governance service sets that up, and the enterprise AI governance playbook is the long version you can hand to your risk team.
Procurement realities
United States. Federal work usually needs a FedRAMP authorised cloud for the data in scope. Many states ask for StateRAMP, now GovRAMP, or run their own security review. Criminal justice data brings CJIS. State privacy laws such as CCPA and CPRA in California shape what a resident can ask about their record, and federal services carry Section 508 accessibility. Salesforce offers government cloud environments for these cases; which one your agency may use is the first question, not the last.
United Arab Emirates. Federal ministries and emirate departments each run their own procurement, hosting and data rules. The UAE National AI Strategy 2031 sets the direction for AI in government services. The PDPL, Federal Decree-Law No. 45 of 2021, governs personal data held by private processors, while government data mostly sits under federal and emirate rules of its own. In-country hosting is often a condition. We confirm which rules apply to each vendor in the chain before the design starts.
What we do not claim. We do not hold government authorisations and we do not list government clients. We are a Salesforce partner since 2010 with a Dubai HQ and a US line. When a buyer needs an authorised vendor on a framework we are not on, we say so and point you to the route that fits. That answer costs us nothing and saves you a procurement cycle. For agents outside the public sector, see our UAE desk and US desk.