From a challenge...
Citizens engaging with government processes encounter many different tools, UI’s, webforms, and administrative levels. Customer journeys could be vastly simplified through electronic and automated administrative processes and services. Yet, most municipalities find these tools difficult to implement, causing them to score poorly on European benchmarks.
...to a solution...
Gathering experts in UX, UI, natural language processing and data linking enables us to develop a rapid approach towards e-government implementation. Together, the consortium optimises existing customer journeys through data linking and public data, and uses them as models for new customer journeys. A flexible library of UI elements allows for the generation of customer journeys and usage monitoring. Based on the actual usage we can further optimise the customer journeys for every individual.
The project ended in October 2020 with some considerable positive outcomes. With the FAST project, we can demonstrate that an efficient e-government implementation and an optimisation of the customer journeys of citizens are possible. By using AI systems the engine is able to recognize processes out of data of municipalities and cities, structure and optimize it, with a suitable interface as a result.
In the end, citizens are able to complete the processes as intended, in a more efficient way. Next to this, the system is improved by acting upon the citizens' behavior while completing the process.
Validation of the FAST project
Endare already used the findings of this FAST research project by applying them to a non-government context. We applied the concept of generating personalised forms with the use of a workflow composer to projects such as Aquaflanders and TMCS. Both applications use these results to generate complex inspection forms that are personalised based on the user and the inspection at hand. The results regarding the use of Linked Open Data for interchangeable personal data were already used in the Sollicimeer project.
Be sure to check them out and see the result for yourself!
Want to know more?
If you would like some more information please head over to the dedicated website of the FAST project.