Public bodies face a constraint private firms do not: a decision affecting a citizen has to be explainable, and the record of it has to survive a freedom of information request or an ombudsman.
That makes the AI case here narrower and more solid than elsewhere. ABBYY Vantage reads inbound documents, Appian and CaseXellence route and progress cases, Granicus and Citibot handle enquiry volume. Each of those is defensible where the process is documented, and each becomes a liability where it is not — because an automated step in an undocumented process is a decision nobody can account for.
Process carries the most weight here, with Technology close behind, and the technology weighting reflects a familiar reality: legacy systems that do not talk to each other, with staff bridging the gap by rekeying.
This assessment asks what is true of your case handling, your records and your systems, then sets out which tools that footing supports today. Where a gap is blocking one, it names the gap rather than the aspiration.
Every industry is scored against its own targets. Process carries the most weight here, so a gap there costs more than the same gap would elsewhere.
Your report says which of these to buy now, which to wait on, and which are held back by something you have not fixed yet — and which of the ones you already pay for are underperforming.
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