Citizen requests handled from the first email — classified, filed and routed to the right office anywhere in the country

Mi Retail is an operations center for public entities that receive citizen requests — petitions, complaints, claims and suggestions — mostly by email. It starts where the work really starts: the moment an email arrives in an institutional mailbox, it becomes an Operational Work Item. Sommatic AI classifies it, people review the doubtful cases, it is filed in your document management system with its radicado, routed to the competent office anywhere in the country and answered there, with an owner and evidence at every step. Your document management system keeps the official record; Mi Retail makes sure every request moves from the mailbox to an answer.

Earlier. In most entities the hardest part happens before filing: citizen emails pile up in shared mailboxes, someone has to open each one and its attachments, understand what is being asked and decide which office is competent. In Mi Retail the case exists from the first minute, as a work item created from the email itself, with the original message and attachments. Filing in the document management system is one step of the flow, not the beginning, and the radicado number is added to the same work item when it is issued. That way no request depends on someone finding it in an inbox.

Sommatic AI reads the email and its attachments, including scanned letters and images, and classifies it in levels: the area that must handle it, the type of request and the competent office. Each decision carries a confidence score. When the score is below the threshold the entity sets, the case does not move on by itself: it goes to a review queue where a person confirms or corrects the classification, and that decision is recorded on the work item. The AI takes the repetitive reading off people’s desks; the cases that need judgment still reach a human, which is what keeps the routing reliable.

No. Your document management system stays the official record: it issues the radicado number, applies the record series and retention rules and keeps the case file. Mi Retail does not duplicate it. Filing is a step inside the flow, and the radicado number is attached to the work item so everyone who handles the case sees it. What Mi Retail covers is what the document management system leaves to mailboxes and forwarding: who is reading the email, what the AI decided, who confirmed it, which office received the case and whether it was answered. Staff go to the records system for the official document and to Mi Retail to know who acts next.

The entity defines its directory of competences — central offices, regional directorates and district offices, with what each one handles. When a case is classified and filed, it is routed to the queue of the competent office, wherever it is in the country, carrying the original email, the attachments, the classification and the radicado. There is no chain of forwarded messages: the receiving office sees the case as a work item in its own queue, assigns it to an official and works on it with the full context. If the office decides the case is not theirs, they send it back or on with a reason, and that movement is recorded too.

It is common: citizens write to whichever address they find, and legal notices reach service mailboxes and the other way round. Because every email is classified when it arrives, a request that came in through the wrong mailbox is routed to the area that is actually competent, instead of waiting for someone to notice and forward it by hand. The work item keeps the mailbox it arrived through and the area it was sent to, so the entity can see how much of its correspondence arrives through the wrong door and fix its public channels. Replies within a case that was already classified stay with that case instead of starting a new one.

Some emails are not ordinary requests: court orders, notifications of legal actions against the entity and hearing summons have much shorter response times and belong to the legal office. The classification recognizes these types and routes them to the legal team’s queue with high priority, separately from the general flow of citizen requests. They arrive as work items with the original email and attachments, an owner and a due date, so the legal office can see what is pending and what is urgent without searching through shared inboxes. As with any other case, doubtful classifications go to human review before they move on.

The citizen keeps writing through the channel they already use, usually email. When the request is filed, they receive an acknowledgment with the radicado number, so they know their request exists officially and can refer to it later. Mi Retail is the internal operations layer, so the citizen does not see classifications, reviews or internal assignments. What changes for them is the result: their request reaches the competent office faster and the response arrives with the same radicado number. When part of a request is not the entity’s competence, the office in charge communicates it to the citizen as part of the handling.

Each role gets its own surface over the same operation. The correspondence intake team sees everything that arrives and anything stuck before classification. Reviewers see only the cases the AI was not sure about. Document management sees what must be filed and with which series. Each regional or central office sees the cases routed to it in My Work and Team Operations, ordered by priority and due date. Heads of office use Operational Portfolio to see how their office is responding, leadership uses Executive Operations for exceptions, and internal control uses Control & Assurance to review closed cases and their evidence. Restricted workspaces keep sensitive cases visible only to those who handle them.

Every work item keeps the full path of the request: the original email and attachments, the AI classification with its confidence, who reviewed it and why, the radicado and record series, the routing to the competent office, who handled it and the response with proof of delivery. When internal control or an oversight body asks what happened with a request, or why it went to a given office, the entity can show the sequence without rebuilding it from mailboxes. Because the evidence is captured while the work happens — from the first email — it holds up in a review and does not depend on anyone’s memory.

The Public Sector edition of StoneOS brings apps for the domain work of a public entity — Citizen Requests, PQRs, Filings, Queues for routing, Case Management, Terms & Deadlines, Decisions, Notifications, Inspections, Evidence, Institutional Records and a Citizen Portal — on top of the Business Core apps every team uses, such as Docs, Drive, Chat and People. The AI that reads and classifies citizen emails is Sommatic AI, which hands each decision to Mi Retail as a work item. Those apps keep the depth of each domain. Mi Retail is where the work they generate meets the people who must move it: every email, review, filing and routed case lands as a work item in the right queue. If you prefer to keep your current document management system, it stays the record.

Start with the mailbox that receives the most citizen requests instead of modeling the whole entity. Connect it so every email becomes a work item, define the first level of classification and the review queue for doubtful cases, and connect filing in your document management system. Then add the offices that receive the most cases, so routing reaches their queues instead of their inboxes. Within a few weeks you will see how many requests arrive, where they wait and which offices carry the load. From there, add the remaining mailboxes, the national directory of competences and the rest of the offices. Mi Retail is free to start, so one mailbox can prove it first.