AI Workflows Case Study
We implemented AI solutions to process documents, review applications against agency policies, and assist staff with decision-making. This system reduced administrative work for caseworkers and helped citizens receive consistent outcomes.
Address Processing Delays
The agency received hundreds of thousands of benefit applications every year, with policies that were spread across thousands of pages and were updated every few months. Caseworkers were spending their time reviewing PDFs, scanned forms, and complex cases instead of helping people. With our AI workflows capability, we transformed these manual processes into intelligent, policy-aware automation. As a result, their application backlogs grew, errors were found during audits, and many citizens had to wait weeks for decisions that could have been made in a few days.
Manual Document
Documents came from different sources, including scanned files, faxes, and uploads, in many formats, which made it difficult to process.
Changing Policy Requirements
Eligibility rules were updated regularly, making it challenging for teams in different locations to apply them.
Slow Decision Process
During busy periods, application reviews took more than six weeks, which delayed complaints and appeals.
Limited Visibility
It was difficult to track how decisions were made, which made audits and reviews difficult.
Disciplined Operating Model
We built specialized agents that work with the agency’s systems and follow its policies.
Document Automation
The AI reads, organizes, and extracts information from different types of documents, then sends the data to the agency’s case management system with accuracy checks.
Eligibility Review
A policy-aware agent that checks every application against current policies, identifies missing information, and recommends the next step.
Decision Support
A copilot that helps caseworkers prepare recommendations, find similar past cases, explain the reason behind every suggestion, and leave the final decision to the caseworker.
Built for Accuracy, Auditability, and the Realities of Government Infrastructure
Foundation Models
Mix of frontier and open weights, selected per task and hosted in FedRAMP aligned environments.
Policy Grounding
Retrieval over a version controlled policy corpus with citation enforcement on every output.
Orchestration
Deterministic workflow runner with typed agent tools, retries, and structured human review.
Evaluation
Golden case sets, red team prompts, and continuous regression scoring before any policy update ships.
Observability
End to end traces for every decision, joined to the case record for audit and appeals.
Identity and Access
Role aware access, PII minimization, and tenant isolation for multi program deployments.
Human in the Loop
Configurable thresholds route low confidence work to specialist queues automatically.
Integration
Native adapters for legacy case management, document stores, and identity providers.
The Performance Improvements We Delivered
74% More Cases
Caseworkers completed more cases per week within the first two quarters.
42% Fewer Appeals
Appeals against initial decisions decreased after working with Kerndev because recommendations were easier to understand.
0 Audit Issues
No audit findings related to policy compliance were reported after the solution was deployed.
3x Faster Training
New case workers were trained faster with AI agents and built-in policy references.
$6.8M Cost Saving
The agency saved millions annually, and they were able to invest more in public services.
99.99% Performance
The AI systems maintained uptime after launch with no critical issues.
Kerndev did not sell us an AI product. They sat with our caseworkers, learned our policy book, and delivered agents that our team defends to leadership and oversight.
Program Director, State Health and Human ServicesTransform Your Agency with AI Workflows
Work with Kerndev to build AI solutions that simplify complex processes, improve efficiency, and support your team. We start by understanding your goals and identifying the workflows where AI can deliver the greatest impact, then develop a solution according to your agency’s needs.