citizen services in the modern era
Whether renewing a driver’s license, receiving health and human services support,
or engaging with elected representatives, citizens routinely interact with 20th-century
systems with their government while benefitting from 21st-century systems in their
everyday lives. When it comes to federal, state, or local government providing benefits
and services to citizens, and enabling citizen participation in democracy, the citizen
experience can often be underwhelming and frustrating.
This lack of modernity, coupled with broader trends of political distrust and apathy, can translate into low citizen satisfaction. Citizens are less satisfied with state
services than with private-sector services, ranking government services below the
much-maligned cable TV customer services.
Read more about role of AI in Citizen Services in this paper by Harvard Ash Center.
Grene Robotics is working with smart cities to bring AI transformation into their citizen services systems using our Cloud Robotics Platform.
The End Goals
Multilingual conversational user interface for easy Citizen Adoption
AI to respond to 50% of citizen requests without human intervention
AI to bring in the right department to work with citizens till the service is concluded
AI to manage over all turn around time for any service offered to a citizen
The Autonomous Citizen Services Workflows
It starts from the citizen choosing a specific service from a smartphone, and ends at receiving the required answer, document or approval for the service requested.
The Key Stakeholders & Resources
The Citizen
The Mayors Office
Various State and Central Government Departments Existing Government Systems
The Challenges
No end to end visibility for city management
No follow up
No Real Time Updates
No Prediction on completion time
No statistics on turn around time
Too many queues and physical locations