INFORMATIK - Jahrestagung der Gesellschaft für Informatik e.V.

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Konferenzbeitrag
Enhancing Citizen Accessibility to Public Services: A Case Study on AI-Assisted Application for Housing Entitlement Certificates
(INFORMATIK 2024, 2024) Abdenebaoui, Larbi; Aljuneidi, Saja; Meyer, Jochen; Boll, Susanne
Administrative forms are often complicated, presenting significant challenges for citizens and creating barriers to accessing their entitled services conveniently. This complexity adds a burden on civil servants, who must address and rectify incorrectly completed applications, leading to longer processing times and further complicating the process. This paper presents an ongoing project in Germany that addresses this issue by designing a tool, featuring a chatbot, to assist citizens in filling out complicated forms, answering their questions, and explaining specific rules when needed. In this project, we focus on one application form, the housing entitlement certificate ("Wohnberechtigungsschein"). This paper describes the project’s core strategy, which integrates state-of-the-art Artificial Intelligence (AI) technologies with human-centered and value-sensitive design approaches. Additionally, it discusses the implementation approach of this intelligent tool and some initial outcomes.