Demo listing. This page uses illustrative seed metadata to demonstrate the Atlas. Claims shown here are not verified product facts.
CivicCase
AI-assisted case management for public services
Case management for public-service agencies: intake from any channel, AI triage, eligibility checks, caseworker workflow and decision letters.
Last verified 15 Sept 2026 · Updated 23 Sept 2026 · Metadata v1
Problem
Agencies handle citizen cases across disconnected channels; backlogs grow and decisions vary by caseworker.
Outcome
Faster, more consistent case resolution with an auditable record of every decision.
Who uses it
- Case Worker
- Operations Analyst
Key capabilities
Omnichannel intake
IncludedCreate cases from portal, email and contact-centre channels.
Domain:
intakeAI triage
AI-assistedIncludedClassify, prioritise and route cases.
Domain:
triageEligibility rules
IncludedConfigurable rules with explanation of outcome.
Domain:
eligibilityDecision letters
AI-assistedIncludedDraft decision letters from case data for caseworker review.
SLA management
ConfigurableTrack SLAs and escalate breaches.
Typical workflow
Citizen case resolution
Trigger: A citizen submits a request
Automated
Stage 1: Receive case
System
AI-assisted
Stage 2: Classify and prioritise
System
Automated
Stage 3: Check eligibility
System
Task
Stage 4: Caseworker assessment
Caseworker
Human checkpoint
Stage 5: Supervisor approval
Supervisor
Task
Stage 6: Issue decision letter
Caseworker
Task Automated AI-assisted Human checkpoint Decision
About this foundation
CivicCase manages citizen and business cases from intake to decision. Cases arrive from portals, email and call centres, are classified and prioritised by AI, and follow configurable workflows with eligibility checks and supervisor approval. Decision letters are drafted from structured case data.
Related applications
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- • Addresses the same problem: Slow Case Resolution, Fragmented Systems
- • Same application family: Case Management
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- • Same industry: Government & Public Sector
Citizen case resolution
Trigger: A citizen submits a request
Automated
Stage 1: Receive case
System
AI-assisted
Stage 2: Classify and prioritise
System
Automated
Stage 3: Check eligibility
System
Task
Stage 4: Caseworker assessment
Caseworker
Human checkpoint
Stage 5: Supervisor approval
Supervisor
Task
Stage 6: Issue decision letter
Caseworker
Actors
Citizen, Caseworker, Supervisor
Outputs
- Case decision
- Decision letter
Evidence generated
- Decision rationale
Exceptions
- Missing documents trigger a citizen request
Task Automated AI-assisted Human checkpoint Decision
Included ships in the foundation · Configurable is switched or tuned per customer · Extension is customer-specific build scope · Planned is on the roadmap and not available today.
Omnichannel intake
IncludedCreate cases from portal, email and contact-centre channels.
Domain:
intakeAI triage
AI-assistedIncludedClassify, prioritise and route cases.
Domain:
triageEligibility rules
IncludedConfigurable rules with explanation of outcome.
Domain:
eligibilityDecision letters
AI-assistedIncludedDraft decision letters from case data for caseworker review.
SLA management
ConfigurableTrack SLAs and escalate breaches.
- Architecture class
- Domain-driven design, OpenAPI-first
- Bounded contexts
- 7
- API-first
- Yes — OpenAPI contracts are authoritative
- Identity
- Enterprise OIDC / SAML via the fazeZERO identity blueprint; tenant-aware role-based access.
- Multi-tenancy
- Tenant-aware
- Service boundaries
- 7 bounded contexts behind one API server.
- Integration approach
- Ports-and-adapters: every external system sits behind an adapter; OpenAPI contracts for inbound APIs.
- Eventing
- Integration events via transactional outbox.
- Storage abstraction
- Repository interfaces; DynamoDB or relational adapters.
- Deployment pattern
- Containerized API + web application; infrastructure as code per cloud profile.
- Architecture version
- 1.0
Approved domain names
- cases
- intake
- triage
- eligibility
- decisions
- letters
- identity
- Web Application
- API Server
- Application Services
- Domain / Generated Core
- Adapters
- Customer Systems
Generator source, templates and factory orchestration are proprietary and are not part of this listing.
Reference Adapter: shipped and tested · Previously Integrated: delivered before · Standard API Pattern: integrates via a documented pattern · Customer-Specific: built in your implementation.
Identity
| Integration | Status | Direction | Method |
|---|---|---|---|
| National identity (OIDC) | Standard API Pattern | bidirectional | OIDC |
Communication
| Integration | Status | Direction | Method |
|---|---|---|---|
| Email ingestion | Reference Adapter | inbound | IMAP / Graph |
Document Management
| Integration | Status | Direction | Method |
|---|---|---|---|
| Document management | Standard API Pattern | bidirectional | REST API |
Deployment
- Deployment models
- Private Cloud, Customer Cloud, On-Premises (where supported)
- Cloud profiles
- Azure Profile, AWS Profile, Cloud-Neutral
- Containerized
- Yes
- Regions
- GCC, UAE
Cloud profiles describe approved deployment patterns. They are not formal marketplace certifications.
Data handling
- Stores customer data
- Yes
- Data leaves customer environment
- Configurable
- Uses external AI provider
- Configurable
- Sends logs externally
- No
- PII expected
- Determined during customer configuration
- Data-residency support
- Yes
- Subprocessors required
- Determined during customer configuration
Identity & access
- Authentication
- OIDC, Entra ID, SAML
- Authorization
- Role-Based, Tenant-Aware
- Source availability
- Proprietary
Support
- Implementation
- Delivered by fazeZERO or a certified partner during the Solution Definition and AI Production Sprints.
- Production support
- Production support available under a separate support agreement.
- Contact
- support@fazezero.com
Badges
fazeZERO Verified
Listing metadata and published technical claims have been reviewed by fazeZERO.
Issued 23 Sept 2026
Evidence shows that this listing represents real engineering. Internal metrics are only published when fazeZERO has approved them for publication.
Build
Automated tests
Deployment validation
- Last verification
- 15 Sept 2026
- Release
- 1.0.0
- Architecture version
- 1.0
- Listing metadata version
- 1
- Last published
- 23 Sept 2026