What problem does it solve? Public-sector teams receive high volumes of citizen enquiries, most of which are procedural and answerable from published information, while the rest must reach the right desk first time because a misrouted enquiry restarts its clock. ## Core Features & Use Cases - Answer from published information: Respond with eligibility criteria, required documents, fees, statutory timescales, and opening hours, citing the page or regulation and its date. - Correct routing with reasons: Forward anything requiring a case decision, discretion, or record access to the right office, stating what they need and the applicable timescale. - Deadline and accessibility safeguards: State appeal windows and submission deadlines unprompted in the first reply, match the enquirer's language, and offer plain-language answers without requiring an online channel. - Use Case: A citizen emails asking whether they qualify for a housing benefit and how to appeal a prior decision. The skill answers the eligibility question from published criteria, cites the regulation, routes the appeal to the correct office, and states the appeal deadline in the first reply. ## Quick Start Answer this citizen enquiry about applying for a permit, citing the published requirements and routing anything case-specific to the right office with its deadline.
