# AI agents for public administration A public body runs on applications, requests and procedures that must follow the law to the letter and leave a record. AI agents can prepare that work: check a file is complete, route it, draft the reply. The decision stays with the official responsible for it, and Infosistema connects the agents to your case and records systems so every step is on file. ## At a glance - Infosistema connects AI agents to the case-management, document, records and contact-centre systems of government bodies, public institutes, regulators and municipalities. - Typical first processes are citizen and business applications, requests and complaints, internal case routing, and supplier tax and Social Security checks before contracting or payment. - Agents prepare and route cases; decisions on benefits, licences and sanctions stay with the responsible official, as the EU AI Act and administrative law expect. - Every engagement starts with a three-week analysis sprint that ends in a decision per process, and Infosistema creates academies with public bodies to qualify their teams in agentic AI, which also gives the AI literacy measures asked for in Article 4 of the EU AI Act a home. - Infosistema's public-sector clients include SPMS, ANAC, ERSAR, ANPC, PSP, GNR and the municipalities of Abrantes and Ourém, and it implemented the customer support system of the Portuguese insurance supervisor (ISP). [Talk to us](https://www.infosistema.com/contact/?start=agentic-ai&industry=public-administration) ## Where do AI agents fit in public administration? In the steps before and after a decision: checking that an application is complete, finding the right department, gathering what the official needs and keeping the citizen informed. The 5 processes below come up in most public bodies we work with. ### Citizen and business applications The agent checks each application against the procedure's requirements, asks the applicant for what's missing, verifies the data it can verify and opens the case with a complete file. - **Stays with people:** every decision on the application, and any case the agent flags. - **Systems:** online service portal, case management, document repository, official registries. ### Requests, complaints and the contact centre The agent classifies requests and complaints from phone, email and counter, drafts the reply from the case and the applicable rules, tracks legal deadlines and gives managers the statistics they need. - **Stays with people:** replies on contested matters and complaints that need a judgment call. - **Systems:** contact-centre platform, CRM or ticketing, correspondence management. ### Internal case routing and standardisation The agent reads incoming documents, files them in the right process, forwards each step to the person responsible and chases the ones that stall. - **Stays with people:** approvals and signatures. - **Systems:** workflow or BPM platform, document management, digital archive. ### Supplier checks before contracting and payment The agent confirms a supplier's tax and Social Security status and company data from official sources and attaches the proof to the procurement or payment file. - **Stays with people:** award decisions and payment authorisation. - **Systems:** ERP, procurement platform, [bizAPIs](https://www.infosistema.com/products/bizapis/) for official Portuguese data. ### Records and archive search The agent finds and summarises past cases, decisions and documents for a new case, with links to the original record. - **Stays with people:** what's used in the decision and what's disclosed. - **Systems:** digital archive, document management, case history. ## What makes agents hard to run in the public sector? Legality, accountability and public trust. A citizen must be able to know who decided and why. - **EU AI Act.** AI used to decide eligibility for public benefits and services is high-risk, and public bodies deploying high-risk AI will have to carry out a fundamental-rights impact assessment (obligations apply from 2 December 2027, after the 2026 Digital Omnibus). Our agents prepare cases; a person decides. - **Administrative procedure.** Deadlines, notifications and the duty to give reasons are set in law. Agents work inside the procedure, and every step they take is recorded in the case. - **GDPR and data location.** Citizen data stays where your rules say it stays; agents can run on-premises or in a sovereign cloud region. - **Public procurement.** Engagements are scoped so they can be contracted under public procurement rules, with fixed-price analysis and deliverables your organisation keeps. ## How does Infosistema start? With a three-week analysis sprint on one service or department, for example licensing applications or the complaints channel. 1. **Week 1:** map the procedures, people and systems, and short-list up to five candidates. 2. **Week 2:** score each process for impact and readiness (consequence of an error, volume, structure, data) and analyse it step by step against a baseline measurement. 3. **Week 3:** estimate build and monthly operation, then recommend agent, agent with conditions, classic automation, or not yet. The map and the process sheets belong to your organisation even if the answer is not to build. Agents start in shadow or supervised mode, and the [AI Academy](https://www.infosistema.com/agentic-ai/ai-academy/) we build with you qualifies the staff who will supervise them. ## Which Infosistema products and partners help? - **[bizAPIs](https://www.infosistema.com/products/bizapis/):** company status, tax and Social Security position, registry certificates and beneficial owners from official Portuguese sources, as APIs with proof of source. - **[AI Academy](https://www.infosistema.com/agentic-ai/ai-academy/):** an academy we build with you, inside your organisation, to qualify your teams in agentic AI, with learning paths by role. - **[Vesster](https://www.infosistema.com/partners/vesster/):** governed agents with an audit trail on every decision, deployable on-premises or air-gapped. - **[Google CoE](https://www.infosistema.com/center-of-excellence/google/):** Gemini and BigQuery for bodies that run on Google Cloud. ## What has Infosistema built for the public sector? - [Abrantes City Council](https://www.infosistema.com/case-studies/automation-and-standardization-of-business-infosistema/): paper processes moved to a workflow platform, with each step forwarded to the person responsible, documents scanned and the platform connected to the council's internal systems. - [Support management system for the ISP contact centre](https://www.infosistema.com/case-studies/customer-service-management-system-call-center/): consumer requests and complaints about insurers and pension funds, registered and shared across operators, with management statistics for the first time. - Public-sector clients on our [clients page](https://www.infosistema.com/clients/) include SPMS, ANAC, ERSAR, ANPC, ANI, DGADR, PSP, GNR, the municipalities of Abrantes and Ourém and the US Embassy in Lisbon. ## Frequently asked questions ### Can a public body use AI agents under the EU AI Act? Yes, for most preparation and routing work, with conditions. Uses that decide access to public benefits or services are high-risk and, from 2 December 2027, need a fundamental-rights impact assessment; in those processes our agents prepare the case and an official decides. ### Who is accountable for what an agent does? The organisation and the official who decides, as today. Each agent has a named owner, documented limits and an audit trail, so every step in a case can be traced and explained. ### Can the agents run on our own infrastructure? Yes. Agents can run on-premises, air-gapped or in a cloud region you choose, with models selected by data sensitivity. ### How do citizens know they're dealing with an AI? They're told. The EU AI Act requires it for systems that interact with people, and replies on contested matters are sent by a person. ### Do our staff need training? Article 4 of the EU AI Act asks organisations that deploy AI to take measures to support the AI literacy of their staff. An academy built with you turns those measures into your own programme, with training done on your processes. ## Let's put AI to work in your public service Tell us which service you'd like to look at first, and we'll reply within 1 business day. [Talk to us](https://www.infosistema.com/contact/?start=agentic-ai&industry=public-administration)