For a government agency tasked with managing citizen support services, 24/7 availability is critical — but also expensive. Staffing support teams around the clock led to high operational costs, inconsistent service, and a growing backlog of unresolved tickets.
Especially during night shifts or weekends, the agency struggled to maintain quality. Around 30% of support tickets remained unresolved each week, causing service delays, repeated inquiries, and increasing dissatisfaction from citizens.
System could not handle the volume of requests, resulting in unresolved requests.
❌ High staffing costs, especially for late-night support
❌ Simple, self-resolvable and repetitive issues were clogging the system
❌ No centralized data tracking — so tickets were lost or repeated
The agency needed a system that could handle the volume and provide consistency — without increasing headcount.
→ Night shift support costs strained public sector operational budgets
→ Backlogged tickets caused repeated complaints and citizen dissatisfactiona
→ Data became fragmented, delaying resolution and eroding public trust
