1. First-line support
Generative AI, preferably enhanced with specific instructions and municipal data, can provide excellent first-line support for application users or answer questions from residents on municipal websites. An AI agent typically engages in a dialogue to understand what the user or resident wants to say or ask—a refreshing alternative to the mechanical chatbots we often encounter today.
2. Identifying problems and proactively contacting residents
AI agents can not only provide answers but also analyze and report secondary signals from interactions. For instance, a resident might express concern about not having seen their elderly neighbor for some time. Municipalities can use these insights to take proactive action. Machine Learning* can identify patterns that generative AI then processes into direct notifications for relevant departments.
3. Processing reports, messages, letters, applications, and FOIA requests
This task-oriented use of AI often combines robotic process automation, Machine Learning, and generative AI. The first two handle the assessment, assignment, and administration of incoming communications, while generative AI interprets the context and suggests the most appropriate response to the sender.
4. Automatically drafting and editing preliminary and final decisions
Building on the previous point, this use of AI reduces the administrative burden of formal communication with residents. However, it's still advisable to have a human review the final version before sending it.
5. Summarizing conversations or meetings and documenting them
Conversations or meetings can be recorded and processed into transcripts, summaries, or reports, with everything categorized. Variations include providing real-time advice during the discussion or generating an optimal approach based on identified issues.
6. Data analysis and research for policies and cases
AI can act as a consultant, supporting policy development and assessing cases for effectiveness. In addition to conducting research based on data and interviews with colleagues and residents, this form of AI can also make recommendations, generate communication messages, and provide neutral, virtual media statements.
7. Compliance monitoring of data and documents
In any activity where a solution, approach, or document is generated, AI can verify compliance with legal or standard frameworks, including the latest case law. This function addresses the quality assurance needs of municipal services.
8. Translation at service counters or in residents' homes
Generative AI, supported by large language models, can serve as an interpreter, assisting at municipal service counters or during visits and discussions with residents who are not yet fluent in Dutch.
9. Resident participation via virtual policymakers on smartphones
A councilor in your pocket? A mayor on your phone? With a generative 3D AI version of these policymakers, residents can ask questions or engage in discussions about the municipality's latest plans. These interactions are summarized and shared with real-life policymakers, helping bridge the gap between government and residents.
10. Buddy or support for integration or debt assistance
What works for a virtual policymaker can also work for a virtual civil servant or coach, assisting residents with challenges they face. These AI agents can respond reactively or provide proactive guidance, supervised by human coaches.
More information
Want to learn more about AI for government institutions? Centric has created a dedicated AI platform for local governments: GOV-AI. Visit the website for more information or contact AI-specialist Edwin Fennema.
*Machine Learning is a form of Artificial Intelligence where computer systems learn patterns and insights from data to make predictions or decisions independently, without explicit programming.
