AX EnterprisePublic Sector

Government contact centres answer 1.2 billion calls per year. 60% are status queries.

Service applications, benefit status, permit queries, council tax, waste collection, housing repairs — the citizen contact volume that overwhelms public sector CX teams is exactly what Mevrik AX was designed to handle at sovereign scale.

60%
Of citizen contacts are status queries — AI-resolvable
£8.62
Saved per interaction vs phone channel
130+
Languages for inclusive citizen access
The Challenge

Citizens expect the same digital experience from government as they get from their bank. They're not getting it.

Government phone lines answer 1.2 billion calls per year in the UK alone. The average cost per call is £8.62. 60% of those calls are simple status queries — 'what is my application status?', 'when is my bin collected?', 'am I eligible for this benefit?' — answerable by AI at £0.17 per interaction.

!
Phone queues undermine public trust

A citizen waiting 40 minutes to ask about a bin collection is not experiencing government as a service. It's a trust and satisfaction crisis at population scale.

!
Digital exclusion isn't fixed by a website

Citizens with lower digital literacy need conversational interfaces — not PDF forms and FAQ pages. AI chat is more accessible, not less.

!
Every interaction must be auditable

Public sector AI cannot be a black box. Every citizen interaction must be logged, explainable, and available for scrutiny. Mevrik Trace provides this from day one.

!
Language diversity is underserved

130+ languages are spoken by citizens in major cities. Phone services in one language serve the many; AI in any language serves everyone.

Use Cases

Eight citizen service types Mevrik AX handles at scale

Service Application Status

Citizens check planning application, benefit claim, permit, or licence status — in their language, at any hour, with a direct answer from the case management system.

Benefits Eligibility & Guidance

Guides citizens through benefit eligibility questions — council tax reduction, housing benefit, universal credit, local grants — providing accurate information and directing to the right application.

Waste & Environment Services

Answers bin collection day queries, missed bin reports, bulky waste booking requests, and recycling guidance — the highest-volume contact category for most local authorities.

Housing Repair Requests

Accepts repair requests from council tenants, categorises by urgency, books appointments, and provides tracking — in the channel the tenant chooses, at any hour.

Council Tax Enquiries

Handles council tax band queries, payment arrangement requests, exemption eligibility, and direct debit setup — reducing the volume that reaches council tax teams.

Emergency Service Signposting

During crisis moments — flooding, power outages, public health alerts — Mevrik provides accurate, real-time guidance and signposts to emergency services where needed.

AI Agents

Four AI agents purpose-built for citizen services

Citizen Services Agent

Handles the full breadth of general citizen enquiries — services available, eligibility, contact details, opening hours, application processes — in 130+ languages, any hour.

130+ languages
24/7 availability
Integrates with case management
Application Status Agent

Provides real-time application and case status across planning, benefits, licensing, and housing — giving citizens progress updates without a phone call or a caseworker's time.

Case management integration
Status and next-step explanation
Proactive notifications on status change
Complaint & Report Agent

Accepts, logs, and acknowledges citizen complaints and service reports — missed bins, street lighting, antisocial behaviour, road damage — with a reference number issued in-channel.

Structured data capture
Reference number issued instantly
Routes to the correct service team
Emergency Information Agent

During incidents — flooding, extreme weather, infrastructure failures — Mevrik serves accurate, real-time guidance to citizens across all channels simultaneously, with full audit trail.

Real-time content update
Multi-channel simultaneous broadcast
Full interaction audit for public accountability
Omni-Channel CX

Inclusive by design. Available on every channel citizens use.

Web Chat
Email
WhatsApp
SMS
Voice
Gov.uk Portal
Physical Kiosk
Facebook (Community)
One brain. Every channel. Same answer.

Mevrik AX maintains a single agent memory and knowledge base across all channels. A customer who starts on WhatsApp and moves to web chat doesn't repeat themselves. Every interaction — regardless of channel — is logged in Trace for full auditability and continuous learning via Reflex.

Social Media Management

Facebook is where citizens expect their council to be. Mevrik is there.

Local authority Facebook pages are the front line of citizen-government communication for millions of people. Comments, questions, complaints, and emergency queries all arrive there. Mevrik monitors and responds — maintaining the presence citizens expect.

Facebook Community Management

Responds to citizen questions, service enquiries, and complaints on council Facebook pages — the highest-volume social channel for local authorities — within minutes, not days.

Twitter/X Emergency Communications

During incidents, Mevrik pushes accurate updates to Twitter/X and responds to citizen queries in real time — maintaining public trust during the moments that define government brand.

Multilingual Social Engagement

Responds in the language the citizen wrote in — across Facebook, Twitter, WhatsApp, and web chat — making digital government genuinely inclusive rather than theoretically accessible.

Regulatory Complaint Protocol

When a social interaction constitutes a formal complaint, Mevrik logs it with a reference number, triggers the complaints workflow, and updates the citizen across their chosen channel.

Results

What AI-first citizen services deliver

60%
Of citizen contacts handled without caseworker involvement
£8.45
Net saving per AI-resolved interaction vs phone channel
130+
Languages for truly inclusive citizen services
24/7
Citizen access to services regardless of council opening hours

The only public sector AI platform that's sovereign by design.

Mevrik AX deploys on-premises, in private government cloud, or as a fully airgapped sovereign deployment — with Mevrik Trace providing the audit trail that public accountability requires.