Improved and more efficient public services through language intelligence in case management
| Reference number | |
| Coordinator | Stockholms universitet - Institutionen för data- och systemvetenskap |
| Funding from Vinnova | SEK 5 000 000 |
| Project duration | December 2012 - March 2015 |
| Status | Completed |
Purpose and goal
The aim of the project was to use language technology in order to streamline the management of citizens´ communication with public administration. Through analysis of the benefits of language technology and by building prototypes, the project has contributed to: (i) saving of personnel resources, (ii) increased quality of the communication content, and (iii) shorter response times. Furthermore, the language technology and mining of public opinion in digital media allows more detailed and proactive capturing of citizens´ needs.
Results and expected effects
The project´s main contributions are: - Prototypes of innovative solutions for improving the efficiency of workflow management and citizens´ interaction with public administration - Adaptation of existing business intelligence solutions to municipal tasks - Benefit analysis of project results for improving the efficiency of workflow management - Six use cases for language technology in workflow management and citizens´ interaction with public administration
Approach and implementation
The project was a collaboration project between Stockholm University, KTH, Cybercom, Gavagai, Visuera, Sambruk, Klippan municipality, the Swedish Pensions Agency, the Swedish Transport Agency. Furthermore, the project conducted a dialogue with Söderhamn, Västerås, Kungsbacka, Nacka, and Bollnäs municipalities. Analysis of their needs resulted in six use cases for language technology in case management. Two prototypes for more efficient management of messages from citizens were created. Existing business intelligence solutions were adapted for municipal tasks.