Objective 1

Adapt the interaction process with respect to the profile of each citizen and company (PA service consumer), in order to make it clear, understandable and easy to follow.

•      A text adaptation framework, based on a rich text information layer and on machine learning algorithms capable of inducing general text adaptation operations from few examples, and of customizing these adaptations to the user profiles.

•      A workflow adaptation engine that will take user characteristics and tailor the interaction according to the user’s profile and needs. 

•      A feedback and annotation mechanism that gives users the possibility to visualize, rate, comment, annotate, document the interaction process (e.g. underlying the most difficult steps), so as to provide valuable feedback to the PA, further refine the adaptation process and enrich the interaction.

Objective 2

Exploit the wisdom of the crowd to enhance the entire e-service interaction process. 

•      An advanced web-based social question answering engine (Citizenpedia) where citizens, companies and civil servants will discuss and suggest potential solutions and interpretation for the most problematic procedures and concepts.

•      A collective knowledge database on e-services that will be used to simplify these services and improve their understanding.

An award mechanism that will engage users and incentivize them to collaborate by giving them reputation (a valuable asset for professionals and organizations) and privileges (for the government of Citizenpedia – a new public domain resource) according to their contributions.

Objective 3

Deliver the SIMPATICO Platform, an open software system that can interoperate with PA legacy systems.

•      A platform that combines consolidated e-government methodologies with innovative cognitive technologies (language processing, machine learning) at different level of maturity, enabling their experimentation in more or less controlled operational settings.

•      An interoperability platform that enables an agile integration of SIMPATICO’s solution with PA legacy systems and that allows the exploitation of data and services from these systems with the SIMPATICO adaptation and personalization engines.

Objective 4

Evaluate and assess the impact of the SIMPATICO solution.

•      Customise, deploy, operate and evaluate the SIMPATICO solution on three use-cases in two EU cities – Trento (IT) and Sheffield (UK) – and one EU region – Galicia (ES).  

•      Assess the impact of the proposed solution in terms of increase in competitiveness, efficiency of interaction and quality of experience.

SIMPATICO Conceptual Architecture

The SIMPATICO approach is realized through a platform that can be deployed on top of an existing PA system and allows for a personalized service delivery without having to change or replace its internal systems: a process often too expensive for a public administration, especially considering the cuts in resources imposed by the current economic situation.

The SIMPATICO Platform can be seen as a layer between the users and the internal PA legacy system. Its different components will integrate and adapt the interaction process, offering a better experience to the user.

The Layers Approach

The first layer of SIMPATICO (in red) is the adaptation layer. It provides the adaptation capabilities of the e-service through an engine that adapts the e-service interaction according to the characteristics of the user. Its main elements are the following.

The second layer of SIMPATICO (in yellow) is the user interaction and feedback analysis layer. It introduces a feedback loop in the interaction process where direct and indirect feedback is gathered from users and applied to further refine the adaptation process. Its main elements are the following.

The third layer of SIMPATICO (in green) is the human computation layer. It introduces a second loop in the interaction process where the collective knowledge gathered from all stakeholders is used to improve the interaction process.