How we make the interaction with public administration simple for the citizens

Background:

SIMPATICO is an European project aiming to help the organisations reduce costs and online friction with users, with over 20 partners led by FDK. In 2013 eGovernment services were used by 41% of the EU28 population, down from 44% in 2012 and almost at the same level as in 2011 . The EU target is 50% in 2015. In addition to trust issues and fear of identity theft, the citizens’ poor skills and limited knowledge about the services offered is also a factor to take into consideration. In fact, complex interactions are much less likely to be carried out online: for example in 2013 almost three quarters (73.3%) of Internet users who needed to contact a public authority (or to use a public service) did so online, however this percentage goes down to 52% when the same users needed to submit official forms to public authorities according to research.

In addition to complexity, one of the main problems of current e-services are built following an administration-centric approach rather than according to the citizens’ need (user-centric approach). This problem directly translates into a low uptake.

Challenge:

How to use a user centric approach to build e-services that reduce usability cost and time burden eliminate delays and poor services.

Solution:

We’re improving citizen’s experience in their daily interactions with the public administration by providing e-services based on cognitive system technologies.

Since current interactions between migrants and City Council happen mainly in person and over the phone, Sparta Digital as one of the partners delivers components for an integrated platform which includes:

Use of clear English

Information extraction and text analysis

Citizen data

Advanced information search and recommendation mechanism

Citizens involvement

Browser extensions

Process design