- I. SITUATION
- A federal ministry's flagship citizen-services platform, handling several million transactions a year in Arabic and English, had reached the end of its useful life, and call-centre escalations had risen for six consecutive quarters.
- II. INTERVENTION
- An eighteen-person pod re-architected the platform over nine months and added an Arabic-first conversational layer, with every model running inside the ministry's sovereign-cloud perimeter. The first production cut-over came in week eleven.
- III. OUTCOME
- 73% of citizen interactions resolved without human escalation, against a 41% baseline. Median response time of 4.6 seconds in Arabic and English.