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How digital assistants support public administration
“Digital assistants are trailblazing and, due to their simple implementation and high scalability, their use will soon be indispensable.”
Digitalisation requires the implementation of the Online Access Act (Onlinezugangsgesetz), yet Germany currently shows deficits in practical implementation tools. Digital assistants promise a remedy: “A digital employee is an interface based on classic BPM that can be designed as an avatar, used as an app or connected with speech.” Unlike chatbots, these assistants enable the complete automation of complex processes and relieve employees – ideal for administrative structures.
Authorities, municipalities, cities and districts should already take this technology into account during the OZG implementation and integrate it into their digital concept.
The article was available free of charge until 02/07/2021 in the trade magazine “Innovative Verwaltung”: springerprofessional.de