Government Chatbot for Citizen Services with Control, Transparency, and Compliance
Rasa is a government chatbot platform that helps agencies automate citizen services, benefits processing, permitting, and public program workflows using AI agents that take action across systems. Every interaction is structured, traceable, and aligned with agency policy, enabling digital service delivery without sacrificing accountability.
Public-sector organizations, including the Portugal Tax Authority, use Rasa to modernize citizen services while maintaining full control over infrastructure, data, and regulatory requirements.
How it works
Connect to existing government systems
Integrate with case management, benefits systems, citizen records, and internal APIs without replacing existing infrastructure.
Orchestrate policy-driven workflows
Build AI agents that guide citizens through eligibility checks, applications, scheduling, and service requests, with workflows aligned to agency rules and program requirements.
Scale with modular service architecture
Build once and reuse across channels, programs, and departments. Agencies can extend services quickly by composing modular workflows instead of rebuilding from scratch.
Built for high-value, high-stakes conversations
High-volume Citizen Service Automation
Program Enrollment and Benefits Processing
Permitting, Licensing & Regulatory Workflows
Proactive Communication and Service Continuity
Identity verification and secure interactions
Multilingual & Accessible Service Delivery
Dialogue system
Reliable behavior across complex citizen interactions
- Execute multi-step workflows such as eligibility, applications, and case handling
- Maintain context across interactions without losing progress
- Keep outcomes aligned with program rules and agency policies
- Handle interruptions, corrections, and restarts seamlessly
Deployment control
Built for regulated public-sector environments
- Run on-prem, in government cloud, or hybrid infrastructure
- Keep data within agency-controlled environments
- Meet security, compliance, and audit requirements
- Avoid reliance on vendor-managed systems
Multi-agent orchestration
One system across services and departments
- Connect benefits, permitting, case management, and scheduling systems
- Maintain shared state across workflows
- Enable smooth handoffs between services and teams
- Scale from single use cases to agency-wide systems
Open framework and ownership
Full control over how services evolve
- Access and modify prompts, workflows, and integrations
- Extend capabilities without vendor constraints
- Integrate with internal systems and data sources
- Adapt services as policies and programs change
With Rasa, we launched quickly and gave citizens a simpler way to access government services. The system allows us to expand at our own pace while controlling how services are delivered. Studio and CALM allow us to build new use cases while maintaining stability as the platform grows.
With Rasa, we at ERGO are completely rethinking how we build customer support experiences. It’s about developing faster and cheaper, and at scale. Rasa helps us to realize these goals.
N26 transitioned from concept to production in just four weeks, deploying the AI assistant within their secure cloud environment to maintain full data control.
Resources
Portugal Tax Authority: Scaling Citizen Service Automation with Rasa
How Portugal’s national tax agency uses Rasa to automate citizen tax queries, modernize service delivery, and maintain control in regulated environments.
Why Government Agencies Are Adopting Conversational AI
How public-sector organizations are using AI agents to improve citizen access, reduce service pressure, and support policy-driven workflows.
The Enterprise Guide to Auditable AI Agents
How regulated organizations build AI agent systems with transparency, traceability, and deployment control.
Leading government agencies trust Rasa to automate their most critical citizen services.
See How Rasa Works for Government & Public Sector
Book a personalized demo and see how citizen service automation, benefits processing, and permitting workflows work in practice.
Frequently asked questions
What public-sector services can Rasa automate?
Rasa can automate citizen services such as case status inquiries, benefits workflows, permit applications, document requests, scheduling, and public program support.
Can Rasa be deployed in regulated public-sector environments?
Yes. Rasa supports deployment models that keep infrastructure and data within agency-controlled environments.
Can Rasa support voice and digital channels together?
Yes. Rasa enables one coordinated service experience across web, voice, mobile, kiosk, and IVR.
How does Rasa integrate with government systems?
Rasa connects to case management systems, benefits platforms, permitting databases, CRMs, and document management systems through APIs, custom actions, and MCP connectors.
What government organizations use Rasa?
Public-sector organizations including the Portugal Tax Authority use Rasa to automate citizen interactions. Portugal’s national tax agency selected Rasa to handle citizen tax queries at scale while maintaining on-prem deployment, full data control, and EU regulatory compliance.
How is Rasa different from a typical government chatbot?
Rasa supports AI agents that execute workflows across systems, not just bots that answer questions or redirect users to forms and web pages.
Can Rasa support multilingual government services?
Yes. Rasa supports multilingual interactions and accessible service delivery across channels, helping agencies serve diverse populations more effectively.
How does Rasa handle policy changes in government workflows?
Rasa makes it easier for agencies to adapt services when policies change. Teams can update workflow logic, eligibility criteria, required steps, and service rules in a controlled way, then test changes before rollout.
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