The municipality of Botkyrka is the first municipality Artificial Solutions have worked with. Botkyrka has extensive experience of Citizen Service since they have statistics logged of all citizen service issues during the last 18 years. Botkyrka was the first municipality in Sweden to introduce the service Civic Offices. A Civic Office is a physical help desk which offers manual service directly to the citizens in central thought through places in Botkyrka. This knowledge and experience has now been transferred into the Citizen Assistant and is now available for all the other 289 Swedish municipalities as a service. The client required:The municipality of Botkyrka required a virtual assistant that was user friendly. It should be easy to use for dyslectics and the many residents that belong to different nationalities as well as citizens with functionality disabilities. The Citizen Assistant is Botkyrkas sixth citizen office - which is interactive and available 24 h. How we made it:
Botkyrkas assistant Niklas was available on the website 24/7. He understood all the common questions of repetitive information character and could turn the conversation over to Botkyrka staff if he didn´t know how to answer a question. Now Niklas is changed into Sofia. This was done when Botkyrka renewed their website and image, as well as introducing voice for improving the service availability for minority groups further.
Result:
Botkyrka municipality was rewarded as Sweden's Quality municipality 2003. In 2005 Botkyrka scored the highest quality score. The Citizen Assistant is recommended by Verva (before Statskontoret). CA Sofia gave an immediate ROI and Botkyrka has saved over 500 000 SEK since the launch.
