Capita inbox.AI

Capita today announces a new Inbox Management System inbox.AI designed to help local authorities and clients manage high volume correspondence, for example Subject Access Requests (SARs), Freedom of Information (FOI) requests, complaints, and councillor or MP enquiries. It transforms high volume, high risk shared inboxes into structured, auditable cases, removing the need for spreadsheets, manual chasing and unmanaged email threads.

Capita inbox.AI is delivered on AWS cloud infrastructure and leverages AWS services to provide scalable, secure processing of high-volume inbound communications. This professional services offering supports the deployment, configuration and optimisation of inbox.AI within AWS environments, including integration with underlying AWS services used to store, process and analyse correspondence data.

The solution converts inbox driven processes into structured, auditable cases, combining workflow automation and AI assistance with strong human oversight. This enables councils to respond faster, improve consistency and quality, and reduce the operational and regulatory risk associated with missed deadlines and fragmented case management.

Across local government, many high risk correspondence processes are still fundamentally inbox led. Numerous council services such as SARs, FOIs and complaints are commonly managed through shared mailboxes supported by spreadsheets, shared drives and manual checklists.

This creates many persistent problems: • Heavy reliance on manual triage to determine request type and validity • Poor visibility of statutory clocks, including stop/start periods • Time consuming chasing of service areas for information and evidence • Fragmented case records spread across email, Teams, folders and spreadsheets • Weak audit trails, increasing risk during ICO scrutiny or complaints escalation As volumes continue to rise, these manual processes consume officer time, increase burnout, and expose councils to compliance and reputational risk.

Capita’s inbox.AI introduces an inbox to case orchestration layer that sits above existing systems. Incoming emails or forms are automatically converted into structured cases, with workflows designed specifically for statutory and procedural correspondence.

The service: • Classifies requests and applies the correct workflow • Starts, pauses and monitors statutory clocks • Coordinates evidence collection across service areas using secure upload links • Provides a team of AI Agents to assist with Triage, Classification, Data Analysis and Response Drafting • Maintains a complete audit trail of a case.

All key decisions and outbound responses remain subject to human review and approval. The service can be deployed incrementally, starting with a single inbox or use case such as SARs or FOIs and expand over time.