Digital transformation of communication in the City of Kraljevica with the support of EDIH Adria

Challenges

The city of Kraljevica, as a unit of local self-government, faces challenges in digitalizing communication with citizens and optimizing administrative processes. Residents often ask for information on utility charges, taxes, social services and public affairs, and responding to frequent queries creates an administrative burden for employees.

The city recognizes the need to modernise the information system so that citizens have faster and easier access to relevant information, and the administrative team could manage working time and resources more efficiently.

Solutions

Through the program Test Before Invest and with the support of EDIH Adria, the City of Kraljevica tested the implementation conversational assistant based on artificial intelligence (AI) and large language models (LLM).

The tested AI assistant potentially enables:

• Replying automatically to frequent queries from citizens through integration into official websites
• Provision of personalised information relating to utility charges, taxes and public services
• Continuous availability of information, 24/7, via digital interface
• Integration with databases to make responses Accurate and up-to-date

The system uses Retrieval-Augmented Generation (RAG) technology, which enables the retrieval of information from official documents and the creation of contextually accurate responses to user queries.

Results and Benefits

Testing has shown that the introduction of AI assistants could significantly improve quality of communication and availability of information to citizens. Key benefits include:

• Reducing administrative burden – AI assistant takes on routine queries, allowing employees to focus on more complex tasks
• Faster and more precise information to citizens – Automated responses ensure instant and accurate information
• Increased availability of public services - Citizens can receive information outside the working hours of the service, without the need to physically come to the office
• Less missed deadlines – the AI system can send reminders about payments and important documents
• Increasing transparency – Automation provides standardised and consistent responses

Lessons learned

During the testing, the key factors for the successful implementation of the AI assistant were identified:

• Gradual integration – It is recommended to start with web integration and later expand to additional digital channels (WhatsApp, Viber)
• Regularly update the database – the AI assistant must have access to the most up-to-date information to ensure that the answers are always correct
• Adapting user experience – The system needs to be intuitive and easily accessible to all citizens, including the elderly
• Performance analytics and monitoring – Implementation of a query frequency and topic monitoring tool to continuously improve the system

Measurable data

Test-based assessments show that the implementation of an AI assistant could bring the following results:

• 50-70% reducing the number of phone and e-mail queries thanks to the automation of replies
• Faster processing of queries – as many as 90% Replies can be provided immediately without the need for manual intervention
• 40-60% Reducing the administrative burden on employees through automated resolution of recurring issues
• Increased availability of information for citizens 24/7, enabling a better user experience

Conclusion

Testing AI Assistant in the City of Kraljevica significant potential for digitalisation and optimisation of administrative processes;. AI Assistant faster, more accurate and transparent communication, reduces administrative burden and improves the user experience of citizens.

The following recommended steps include:

• Further customization and integration of AI assistants into digital channels
• Further testing with citizens to optimise the system according to their needs
• Expanding the knowledge base and updating the data
• Development of a plan for permanent implementation and maintenance of the system

AI Assistant A key step towards the modernisation of local government, increasing the efficiency, accessibility and quality of public services in the City of Kraljevica.