Abstract
This paper deals with the theoretical foundations, standards used and experience gained in the design, development and deployment of a human-shaped intermediary agent on the website of a public administration, whose purpose is to inform citizens about files that are being processed there. This agent exploits different knowledge sources under a unified model, which allows it to integrate factual knowledge about what has already been done, provided by the workflow tool, and theoretical knowledge about the procedural steps that still need to be taken before finalizing it.
The knowledge model the agent uses is implemented by using XPDL. The benefits of using this model language along with the defined equivalences are explained. Finally, we indicate the main problems encountered in the deployment of the agent on the websites of two Spanish councils, emphasizing the lack of availability of knowledge in the system that would be important in order to give information to the public, especially regarding access permissions.
Work partially financed by the spanish government and co-financed by the ERDF (European Regional Development Fund) through the projects “Intelligent Agent for Assisting Users of the Electronic Municipal Administration” (AIAM), TSI-020100-2010-455, of the Avanza Plan; “Legal Guarantees Applicable to Electronic Documents”, DER2009-09744; and “Replikants: Towards a New Generation of Humanalike Agents”, TIN2011-24660, of the Spanish National RDI Plan.
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Muñoz, J.F., Bobed, C., Serón, F. (2012). Modeling Administrative Procedures to Improve Information to the Public. In: Kő, A., Leitner, C., Leitold, H., Prosser, A. (eds) Advancing Democracy, Government and Governance. EGOVIS/EDEM 2012. Lecture Notes in Computer Science, vol 7452. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-32701-8_14
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DOI: https://doi.org/10.1007/978-3-642-32701-8_14
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