Introducing The Future of Public Sector Case Management: eCase AI

We’re thrilled to announce one of the most significant product launches in eCase’s history: the arrival of AI-powered capabilities, which will fundamentally change the way public sector teams manage correspondence case management. This is set to be a truly transformative – improving the efficiency of public sector workers and the lives of the citizens they serve.

This is not AI for the sake of AI. This is AI built specifically for the UK public sector.

Grounded in real-world challenges, designed in close collaboration with our customers, and delivered with the highest levels of security, transparency, and control.

Truly transformative AI

We’re launching two powerful additions to the eCase Platform: eCase Respond and eCase Assist.

eCase Respond – Smarter requests, fewer cases

eCase Respond is designed to eliminate all requests where the answer has already been surfaced, providing citizens with a better experience from the very first interaction.

• Instant answers: Recognises when a request can be answered immediately using trusted sources, and delivers accurate responses as citizens complete the form.
• Reduced workload: Prevents up to 40% of requests from being submitted unnecessarily, allowing caseworkers to focus on more complex enquiries.
• Clearer citizen requests: Guides citizens to phrase their questions clearly, especially valuable for non-native English speakers.
• Better outcomes: Citizens get faster, clearer answers, while caseworkers see fewer repetitive tasks and less stress.

eCase Assist – Your digital casework partner

eCase Assist is your smart, always-on digital assistant within eCase. It makes casework more efficient and consistent by providing proactive suggestions, automation, and drafting support.

Key features include:

• Accelerates redaction: Automatically find and remove personal information to save redaction time, improve compliance, and reduce mental effort.
• Suggests similar cases: Surface related cases to speed up decision-making and improve consistency.
• Drafts responses instantly: Draft high-quality responses for review, saving time on repetitive writing.
• Auto-triage: Accelerate triage and route cases with accuracy and consistency
• Re-use of responses: Identify opportunities to safely reuse existing responses, cutting duplication.

Together, these features reduce effort, increase accuracy, and free up caseworkers to focus on the decisions that matter most.

The foundations of eCase AI

Every new capability has been built on the principles that have defined eCase throughout our history:

Built with expertise and collaboration

eCase AI has been shaped by the people who know public sector casework best: our customers. By combining deep domain knowledge with ongoing user feedback, we’ve created AI experiences that are practical, trustworthy, and genuinely useful in daily casework.

Uncompromising security and privacy

We know that nothing matters more than safeguarding sensitive information. With eCase AI, your data never leaves your secure eCase environment. Unlike generic AI platforms, your information is never used to train external models or shared across customers. Privacy and confidentiality remain absolute.

Maintain full control

AI should support, not replace, human decision-making. That’s why eCase Assist never takes action without your direction. You decide whether to accept a suggestion, refine it, or take a different path entirely. You’re always in the driver’s seat.

Measurable value

We don’t just deliver technology, we help you prove its impact. You’ll be able to track efficiencies and time savings, ensuring your investment delivers maximum value.

Full transparency and auditability

All AI suggestions and automations are fully logged, traceable, and auditable. This ensures that every step can be reviewed for compliance, giving you confidence and visibility at all times.

A new era for public sector casework

With eCase Respond and eCase Assist, we’re combining the power of AI with the values that matter most to our customers – security, trust, control, and measurable value.

This is the beginning of a new chapter for eCase, and we can’t wait to see how our customers use these new capabilities to transform the way they work.

If you’d like to learn more or see eCase AI in action, get in touch with our team today.