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Enhancing Citizen Accessibility to Public Services: A Case Study on AI-Assisted Application for Housing Entitlement Certificates

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dc.contributor.authorAbdenebaoui, Larbi
dc.contributor.authorAljuneidi, Saja
dc.contributor.authorMeyer, Jochen
dc.contributor.authorBoll, Susanne
dc.contributor.editorKlein, Maike
dc.contributor.editorKrupka, Daniel
dc.contributor.editorWinter, Cornelia
dc.contributor.editorGergeleit, Martin
dc.contributor.editorMartin, Ludger
dc.date.accessioned2024-10-21T18:24:29Z
dc.date.available2024-10-21T18:24:29Z
dc.date.issued2024
dc.description.abstractAdministrative 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.en
dc.identifier.doi10.18420/inf2024_62
dc.identifier.isbn978-3-88579-746-3
dc.identifier.pissn1617-5468
dc.identifier.urihttps://dl.gi.de/handle/20.500.12116/45224
dc.language.isoen
dc.publisherGesellschaft für Informatik e.V.
dc.relation.ispartofINFORMATIK 2024
dc.relation.ispartofseriesLecture Notes in Informatics (LNI) - Proceedings, Volume P-352
dc.subjectArtificial Intelligence
dc.subjectPublic Administration
dc.subjectChatbot
dc.subjectValue-Based Design
dc.subjectAccessibility
dc.subjectForm-Filling Assistant
dc.subjectHuman-Centered Design
dc.titleEnhancing Citizen Accessibility to Public Services: A Case Study on AI-Assisted Application for Housing Entitlement Certificatesen
dc.typeText/Conference Paper
gi.citation.endPage750
gi.citation.publisherPlaceBonn
gi.citation.startPage745
gi.conference.date24.-26. September 2024
gi.conference.locationWiesbaden
gi.conference.sessiontitleIUG2024: Digitale Souveranität im Spannungsfeld von Informatik & Gesellschaft

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P352 - INFORMATIK 2024 - Lock in or log out? Wie digitale Souveränität gelingt