Context: In the Public Sector, citizen satisfaction score is shaped long before feedback is collected, reflecting whether service interactions progress with clarity, consistency, and follow-through.

Challenges: Requests are acknowledged but linger, updates pause between steps, and similar cases receive different treatment depending on where they land, so the experience falls short of what was implied by the time feedback is recorded.

Solution: The Citizen Experience Guidance Agent, an AI agent built using Microsoft Copilot Studio, monitors response times and case updates as they slip and intervenes during service delivery, flagging inconsistent handling before frustration escalates.

Impact: Public sector agencies following this approach see services close within expected windows and communication keep pace with progress, with scores rising through disciplined follow-through rather than messaging or promise.