Digital transformation of communication in the Municipality of Punat with the support of EDIH Adria

Challenges

The municipality of Punat already uses basic digital processes, but has no practical experience in the implementation of systems based on artificial intelligence (AI). With a large number of inquiries from citizens and tourists, employees are often burdened with routine administrative tasks, and the availability of information outside working hours is limited.

The aim of the test was to explore the possibilities of using AI assistants that would automate answers to frequently asked questions and enable better access to information for citizens and visitors.

Solutions

Through the program Test Before Invest and with the support of EDIH Adria, Punat Municipality tested AI assistants that use Large Language Models (LLM) to enable efficient and automated communication with citizens and tourists.

During the test, they were developed. prototypes of AI assistants which may:

• Automatically answer frequent citizens' questions related to utilities and rights
• Provide information to tourists about events, attractions and accommodation
• Be available through various digital channels including website, WhatsApp, Viber and QR codes
• Integrate official municipal documents to ensure accurate and reliable responses

The system is implemented using RAG (Retrieval-Augmented Generation) Technology, which combines retrieving information from a database with advanced language models to generate contextually precise answers.

Results and Benefits

Testing has shown that AI assistants can significantly improve the business of the Municipality of Punat and improve the user experience. Key benefits include:

• Reducing employee burden – AI assistant takes on routine queries, allowing officers to focus on more complex tasks
• Availability 24/7 - Citizens and tourists can get information at any time, regardless of the opening hours of municipal offices
• Multilingualism – an AI assistant can provide information in multiple languages, which is essential for tourists
• Faster processing of enquiries – Automated replies allow citizens and visitors to receive faster and more accurate information
• Digital transformation of administrative processes – the AI system can serve as a basis for further digitalisation of the municipality’s business

Lessons learned

During the testing, key guidelines for future implementation were identified:

• Gradual integration of AI assistants – It is recommended to start with digital channels such as the website and WhatsApp/Viber chatbots and then expand to additional systems
• Continuous upgrading of the knowledge base – the AI system needs to be regularly updated to keep answers accurate and relevant
• Data standardisation – It is important to ensure that all municipal documents are available in a structured format to facilitate integration into the AI system
• Engaging users in testing – Feedback from citizens and tourists is key to improving AI assistant performance

Measurable data

Test-based assessments have shown the following potential impacts:

• 50-70% Reducing the administrative burden on employees through automated responses
• Faster processing of enquiries – as many as 80% queries can be resolved within seconds via AI Assistant
• 24/7 availability of information – citizens and tourists can receive responses outside the municipality’s opening hours
• Reducing the number of phone and e-mail queries by 40-50%, improving operational efficiency

Conclusion

Testing AI assistants in Punat Municipality has shown that the application of artificial intelligence can significantly improve communication with citizens and tourists and reduce the administrative burden on employees.

The following recommended steps include:

• Citizens’ testing and feedback phase
• Gradual extension of the AI assistant to additional communication channels
• Development of a system that enables continuous learning and adaptation of AI models
• Creating an implementation plan with defined technical specifications

AI Assistant is a strategic tool for modernizing local government and improving the availability of services to citizens and visitors of the Municipality of Punat.