ARTIFICIAL INTELLIGENCE
Automation of Government Application Processing with AI
Artificial Intelligence in Public Administration
The use of artificial intelligence (AI) enables the automation of complex document processing workflows, significantly increasing efficiency and regulatory compliance within public institutions. In the project described below, AI played a key role in optimizing the handling of thousands of diverse application forms, all while maintaining high standards of data security.
ALTEN Polska implemented a comprehensive solution for a Warsaw-based electricity distributor, built on Google Cloud and Document AI. The system’s capacity enabled the automatic processing of nearly 15,000 applications within two months. It handles a wide range of document formats — from scanned handwritten forms and printed templates to digital PDFs. A crucial component of the solution was its integration with the existing CRM system, allowing data extracted from applications to be instantly leveraged in financial workflows.
Challenge
Manual processing of thousands of structurally diverse applications within a short timeframe, while maintaining full GDPR compliance.
Solution
Automation of document processing using AI, OCR, and CRM integration, based on Google Document AI and Google Cloud.
Benefits
- Fully automated processing of 100% of applications with no human intervention
- Significantly reduced response times
- Seamless integration with the existing CRM system
- Robust data security and full GDPR compliance
- Scalable architecture with 24/7 availability
- Continuous performance improvement through machine learning
The impact of challenges on end users
The primary challenge — large volumes of repetitive yet structurally diverse applications — directly affected end users, namely customers of the energy distributor. Delays in processing could have led to delayed payments and disrupted communication with applicants. Therefore, reliability and processing speed were critical. The project also had to account for the cyclical nature of government programs and ensure the system was operational immediately upon the release of new application templates.
Tools and technologies used
At the core of ALTEN Polska’s solution was Google Document AI, responsible for advanced natural language processing and text recognition (OCR). The Google Cloud platform ensured system reliability and full compliance with European data protection standards. File transfers were handled via FileMage SFTP, and the entire workflow was integrated with the CRM system using custom Python code. The architecture supports 24/7 document processing with full validation of input data.
Benefits for users and the client
ALTEN Polska’s client — the Warsaw electricity distributor — gained a fully automated process capable of quickly, accurately, and securely handling thousands of applications. End users, i.e., individuals applying for government support, experienced improved service quality and significantly shorter waiting times for administrative decisions. CRM integration further enhanced customer service by providing instant access to document data, enabling faster financial and operational actions. The automation also led to significant cost savings and reduced pressure on human resources within the organization.
