Citizen Services Chatbot — Implementation Blueprint

Prerequisites

• Microsoft 365 licence with Copilot Studio access
• Documented list of your top 20 citizen enquiry types
• Approval from your entity's IT security team
• At least one SME from each service area for knowledge review

Step 1: Service Taxonomy Design

Before building anything, map your service landscape:

1. Pull the last 6 months of citizen enquiry logs
2. Categorise by topic and sub-topic
3. Identify the top 20 enquiry types that make up 80% of volume
4. For each: document the answer, the process, and escalation conditions

Step 2: Knowledge Base Preparation

1. Write FAQ documents for each service topic (plain language, short answers)
2. Upload to a SharePoint knowledge library
3. Include: eligibility rules, step-by-step processes, required documents, timeframes
4. Review for accuracy with service owners — chatbot quality = knowledge quality

Step 3: Build in Copilot Studio

1. Create a new agent in Copilot Studio
2. Connect to your SharePoint knowledge library
3. Define conversation topics for each service category
4. Build escalation flows (human handoff via Teams or email)
5. Test with 50 real citizen enquiries across all topics

Step 4: Governance & Compliance

Before go-live, ensure:

• No personally identifiable information (PII) stored in conversation logs
• Clear disclosure that user is interacting with an AI
• Arabic language support tested
• Accessibility tested (screen reader compatible)
• TDRA compliance checklist completed
• Legal sign-off on chatbot response liability

Step 5: Launch & Iterate

1. Soft launch with internal testers for 2 weeks
2. Monitor fallback rate (target < 15%)
3. Review unresolved queries weekly and add to knowledge base
4. Run quarterly service reviews with SMEs

Key Performance Indicators