VIRTUAL CLERK AS AN AI TOOL

Name of the Organisation
City of Gdynia
Target group addressed
Residents
How can the GP be replicated?
This tool can be easily replicated by integrating similar AI technologies to ensure accessibility to information for all. In a touristic context, this tool can enhance the public engagement and simplify the information process.
How does it contribute to SMART II?

This Virtual Clerk enhances digital accessibility and simplifies interactions between residents and
the local government. It integrates multiple municipal services into a single platform, enabling efficient and inclusive communication channels such as telephone, email, and virtual assistance, which are accessible to all residents, including those with disabilities. By providing a user-friendly and multi-functional tool, it ensures that administrative services are more reachable and responsive to the needs of a diverse population, fostering greater digital inclusion.

How can it be transferred?

This kind of virtual clerk can be installed in every city for every kind of tourist attraction to make the information process easier and more accessible.

Short description

Gdynia introduced solutions enabling convenient and friendly contact with residents via Virtual Clerk. It works on the basis of an artificial intelligence mechanism that understands the question and immediately finds an answer or forwards it to the place where the answer is to be found. The Virtual Clerk is well adapted to the needs of the residents and the city by offering residents multi-channel communication and by including everyone. The accessibility also encourages people with restrictions to use this intelligent communication tool.

Long description

This Virtual Clerk is an advanced Virtual Agent with a video Avatar based on InteliWISE Semantic Search and Intent – Recognition technologies. She has a very focused knowledge base of 180+ officially acclaimed procedures, that help citizens in receiving information about taxes, issuing ID or passport, receiving grants etc. She is guiding citizens through hundreds of pages of online city office websites. This tool allows people to settle administrative affairs from the convenience of their homes. It is only available in Polish as it was designed for residents but other languages could be added to allow foreigners to get information about accommodation, touristic sites and much more. The idea of the project is to simplify contact with the local administration by providing residents with a multi-functional tool for interacting with the City Hall. The innovation of the solution is the integration of individual digital tools, that previously operated independently, on one platform. Residents can now report and monitor irregularities in urban space or organise a place for their children in a kindergarten for example. The residents have the choice between several forms of communication so that they can decide which one is the most suitable for them. The Virtual Clerk is fully designed and implemented by the staff of the Gdynia City Hall, which undoubtedly makes it well adapted to the needs of the residents and allows disabled people to get the information they need without stress.

Country
Poland
Source
https://www.chatbots.org/conversational_agent/wirtualny_urzednik/
Link to more information (organisation website) if applicable
https://innovationinpolitics.eu/showroom/project/residents-account-gdynia-e-services-centre/
https://www.gdynia.pl/turystyczna-en