The Multilingual Service Delivery Agent answers residents in their language, translates notices and books interpreters, so no one clerk is the bottleneck.
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The Constituent Case Intake Agent answers calls, opens the case and gives each resident a case number and timeline, so call staff can help who is in line.
The Constituent Case Intake Agent gathers requests from each channel, sorts them by department and urgency and routes them, so staff stop reassigning work.
The Permit Application Intake Agent answers applicant status calls, sends missing-item lists and chases resubmittals, so permit techs can work the counter.