Public Sector Digital Services AI agent collection Help manage public information requests workflow

  • Release version: Xanadu
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Public Sector Digital Services AI Agent Collection

    The Help manage public information requests agentic workflow enables users to streamline the handling of information requests. This functionality assists in estimating fees and evaluating fee waiver requests, leveraging AI to analyze historical data and user inputs.

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    Key Features

    • Fee Estimation: The Information Request Fee Estimation AI Agent calculates fees based on similar case records and user-defined labor variables.
    • Fee Waiver Analysis: The Information Request Fee Waiver Review AI Agent assesses fee waiver justifications against predefined criteria to recommend approval or rejection.

    Key Outcomes

    By utilizing this workflow, customers can expect:

    • Accurate and efficient fee estimates for information request cases.
    • A systematic approach to evaluating fee waiver requests, ensuring compliance with established rules.
    • Enhanced operational efficiency through streamlined processes.

    Prerequisites

    To effectively use this workflow, ensure the following:

    • The Now Assist for Public Sector Digital Services plugin (snpsdsgenai) is installed and configured.
    • The Now Assist panel is enabled for users in the Now Assist Experience tab.

    Next Steps

    To access and modify the workflow:

    • Navigate to All > AI Agent Studio > Overview and select Help manage public information requests.
    • Duplicate the workflow for customization and activate necessary triggers.

    Roles Required

    The following roles are required to activate and manage the workflow:

    • PSDS AI admin: Configures and manages workflows and AI agents.
    • PSDS AI agent: Manages records in the AI agent table.
    • PSDS Information Request Manager: Receives outputs from AI agents.

    Use the Help manage public information requests agentic workflow to generate an estimated fee breakdown for an information request case, or to determine whether a fee waiver should be granted.

    You can use the Help manage public information requests agentic workflow to:
    • Estimate fees for information request case records by analyzing past cases and user input.
    • Analyze requests to waive the fees associated with an information request case.
    This feature will estimate fees for information request cases by comparing similar case records and creating the estimate on those records, and calculating an estimate based on labor variables entered by the user. It then compares the requester's fee waiver justification against predefined criteria to recommend whether a fee waiver applies to the case.

    AI agents used in the Help manage public information requests workflow

    The AI agents used for the Help manage public information requests agentic workflow are as follows:

    Table 1. Help manage public information requests workflow
    AI Agent name Description
    Information Request Fee Estimation AI Agent Estimates and communicates the fee breakdown for an information request case record using similar request queries and details input by the user.
    Information Request Fee Waiver Review AI Agent Analyze and validate the fee waiver justification for an information request case record against a set of predefined rules from an external source and explain whether the request should be approved or rejected.

    To use the Help manage public information requests agentic workflow, you must confirm or perform the following:

    1. The Now Assist for Public Sector Digital Services (PSDS) plugin (sn_psds_gen_ai) plugin is installed and configured.
    2. Navigate to All > Now Assist admin > Skills > PSDS. On the Now Assist Experience tab, verify the Now Assist panel for users is turned on.

    For more information, see Install and configure Now Assist for Public Sector Digital Services (PSDS).

    To access the Help manage public information requests agentic workflow:

    1. Navigate to All > AI Agent Studio > Overview.
    2. Select Help manage public information requests.

    To modify the agentic workflow, duplicate it by selecting the duplicate () icon, and adjust the settings according to your requirements. You can activate the duplicated agentic workflow template by making triggers active and setting the display settings to include the Now Assist panel.

    Important:
    When you modify an agentic workflow, AI agent, or tool, make sure that you update all instructions accordingly.

    Roles required to activate and access the workflow

    The roles required to activate and access the workflow are as follows:

    Table 2. Roles and responsibilities
    Roles Responsibilities
    PSDS AI admin [sn_gsm_ai_agents.admin]
    • Configure the agentic workflow.
    • Change AI settings.
    • Create and manage new workflows and AI agents.
    • Access and update Autonomous AI Assistant tables.
    PSDS AI agent [sn_aia_agent] Read, create, update, and delete records in the AI agent table.
    PSDS Information Request Manager [sn_gsm_info_req.manager] Receive output from the AI agents.

    Activating the agentic workflow

    To activate the agentic workflow, perform the following steps:
    1. Navigate to agentic workflow Help manage public information requests and duplicate it. It duplicates any triggers associated with that agentic workflow.
    2. Navigate to the duplicated workflow and activate the trigger Information Request Fee Estimation and Review is created or updated.