Public service / Case handover
Give the next officer
the context to act.
Explore a source-linked case-handover workflow for Australian public-service and community-service teams, with human approval at every change.
What a useful handover needs
A case may move between an intake officer, an evidence reviewer and a follow-up team. A useful handover should distinguish what the resident reported, what the available records support, what remains uncertain and who owns the next action. A short summary without those distinctions can leave the receiving officer repeating the work.
RSI Agent explores this problem through a browser-based CRM prototype. Its queue, contacts, organisations and tasks give context to a fictional case. The case agent can read those records, identify unfinished work and propose a task or note. It cannot make a resident-facing decision or apply a change without officer approval.
From evidence to an approved next step
- Inspect permitted context. Open a case and inspect the available sample records. The prepared CASE-1042 workflow demonstrates source filtering and evidence inspection.
- Prepare the handover. Review the proposed summary and its unresolved questions. Correcting the source or draft can invalidate an earlier approval.
- Review the exact change. The handover workflow separates approval of the draft from permission to retain a field update. Agent suggestions remain proposals until the officer approves them.
- Keep responsibility visible. A follow-up task records the case, owner and due date inside the fictional workspace. No email, booking or agency-system update is performed.
Try a specific question
Open the case agent and choose “Triage the open queue”. In replay mode, it uses a prepared plan to inspect the sample cases and propose follow-up tasks. Decline a proposal to see it remain unapplied; approve one to inspect its result in Tasks. You can also explore the case-handover brief and overdue-task presets.
Where community-service teams could evaluate it
A scoped pilot could examine intake follow-up, transfer between service teams or preparation of an evidence request. The starting point would be one recurring workflow, an accountable process owner and authorised examples. Evaluation should include source accuracy, inappropriate disclosures, correction effort, time to an accepted handover and the full operating cost.
These are proposed evaluation criteria. RSI AI has not published measured adoption, savings or service-delivery outcomes. The public prototype does not establish that the system is suitable for a particular agency or client population.
Questions before a pilot
Is the demo connected to real government records?
No. It contains fictional records and local sample actions. There is no agency integration, customer account or document upload.
Does the demo send information to a model?
Replay makes no model call. Live processing requires both server configuration and your time-limited permission in Privacy settings. Live requests send the typed task and tool results to the configured provider. Use fictional information only.
Can an agent approve a handover?
No. CASE-1042 requires the officer’s exact-version review. Other proposed CRM changes also wait for an explicit approval and pass through the existing store’s validation.
What must be agreed for a real deployment?
Authorised users and data, the full processing path, access rules, provider arrangements, retention and deletion, recovery procedures, operating limits and measurable acceptance criteria.
Explore the evidence and boundaries
Read the development whitepaper, the implemented security controls and the pilot data-handling boundaries. To discuss a specific workflow, prepare a local pilot brief using general descriptions only.