The SIMPATICO Platform is a software platform that collects and integrates the advanced techniques developed in the SIMPATICO project and enacts them on top of the existing PA systems for online service delivery.
The value offered by the SIMPATICO Platform, and by the cognitive systems beyond it, is unique opportunities of delivering customer-centric, personalized services and of triggering a continuous optimization of services and processes, thus overcoming the existing barriers in the adoption of e-services.
The Interactive Front-End is the first access point to the e-services that allows the citizens to request for an easier interaction, thanks to several SIMPATICO tools: text adaptation to the user profile, simplified and personalized interaction workflow, pre-filled web forms with user personal data. In particular, the Citizen Data Vault allows storing personal data, so that citizens can provide a given information only once, and this information is automatically reused when necessary. The text simplification requested by citizen when something in the text is not actually clear is in charge of Text Adaptation Engine. The latter suggests some changes in the text (e.g. lexical, syntactic or semantic simplification) and extension (e.g. translation, synonymous, terms explanation). The simplification of the interaction flow (e.g. hiding a specific web page section to a specific user) is in charge to the Workflow Adaptation Engine. All these changes are made following the User Profile that contains several information of the users and more related to the interaction with the system. All the data and user actions (e.g., how long a service has been used, how long a user spent to fill in a form, etc.) caught by Interactive Front-End are sent to and stored in the Log component. Session Feedback complements logs with explicit user feedback on the different SIMPATICO tools exploited in the interaction.
Data Analysis component is in charge to analyse the data and send to the eService Monitoring component, which enables civil servants to understand the usability of e-services and the performance of the whole system from the collected data on the user interactions. By exploiting this information, civil servants can improve the usability of e-services thanks to the Authoring Support Tool: for instance, they can detect texts that are hard to interpret by users and can simplify them in the e-service.
The Citizenpedia is the other access point where the citizens, professionals and civil servants can cooperate to improve the e-services and solve some questions and doubts. Citizenpedia is composed by four different modules that provide different functionalities: Question Answering Engine (QAE), where citizens can send questions to other citizens, professionals or civil servant to solve some doubt to complete an administrative procedure; Collaborative Procedure Designer (CPD), a tool where citizens can understand the workflow of an administrative procedure and cooperate with civil servants to improve it; Servicepedia, a visualization component which fully describes a given administrative procedure, including its compounding e-services and all the user-generated information produced to guide their usage, i.e. this component brings together the information collected in the CPD and QAE; Gamification Engine, a mechanism to increase the participation and engagement of the Citizenpedia users.