Cel
The MAP project will develop a system supporting civil servants while they interact with citizens; it is a front-end e-assistance system. Special software agents will listen to the interaction in real-time, using advanced speech-recognition technologies, to identify the topics discussed. An expert system will select from the knowledge base of the administration the most pertinent information; then MAP will proactively propose it to the civil servant. The system will assist the interaction with the citizens in a seamless way, whenever they contact the administration: while on the move, on the net, face-to-face, etc. The knowledge base will be enriched constantly updating the information that circulates on the public administration Intranet and legacy system, building a best practice repertoire, both gathered while monitoring the service activities and suggested as tips or shortcuts directly by the civil servants. A Service Manager responsible will authorize each tip to be part of the repertoire. MAP will introduce three kinds of innovations: Business Process, Technical Solution, relationship Management. The project will carry out in-depth tests of the system functionalities, in challenging pilot sites that will involve relevant administrations in France and in Italy, at a national, regional and local level. The MAP project will develop a system supporting civil servants while they interact with citizens; it is a front-end e-assistance system. Special software agents will listen to the interaction in real-time, using advanced speech-recognition technologies, to identify the topics discussed. An expert system will select from the knowledge base of the administration the most pertinent information; then MAP will proactively propose it to the civil servant. The system will assist the interaction with the citizens in a seamless way, whenever they contact the administration: while on the move, on the net, face-to-face, etc. The knowledge base will be enriched constantly updating the information that circulates on the public administration Intranet and legacy system, building a best practice repertoire, both gathered while monitoring the service activities and suggested as tips or shortcuts directly by the civil servants. A Service Manager responsible will authorize each tip to be part of the repertoire. MAP will introduce three kinds of innovations: Business Process, Technical Solution, relationship Management. The project will carry out in-depth tests of the system functionalities, in challenging pilot sites that will involve relevant administrations in France and in Italy, at a national, regional and local level.
OBJECTIVES
MAP aims at introducing a skill & case sensitive environment to support public administrations' employees while citizens contact them in seamless way (on the move, on the net, face to face, etc).While a communication is going on (face to face, trough a call centre, trough a portal), MAP analyses what is going on and immediately provides shortcuts to solution, helping service providing.MAP components are:
1. Software agents that analyse (""sniff"") the interaction;
2. An expert system that manages the support to the employee. On the sniffers (MAP has a module that sniffs what is going on during the interaction) side: an interaction interpreter (seamless and multi-channel), starting from a speech to text and a semantic analysis of the interaction between the employee and the citizen, identifies the main issues addressed and provides the activation inputs to MAP engine;
the interaction interpreter plays a second role sniffing the knowledge treated in the interaction and passing it to the expert system;
a second agent sniffs the way the employee navigate the in house information system and collects information; non-invasive sensors collect data regarding the stress level of employees, to activate the proper help when needed; those sensors will be used mainly for research purposes.
DESCRIPTION OF WORK
The MAP project work plan is split in seven workpackages, following an organisation proved effective in other EU research projects. Besides the standard workpackages devoted to the collection of requirements, system specifications, project exploitation and management, the most important workpackages in MAP are the two dealing with the pilots and their evaluation, since the tests will be carried out involving a relevant number of sites. WP1 studies and defines the main MAPs components; it highlights the ergonomic aspects and the response requirements to administrative needs. In France the analysis is centred on the perspective of the citizen-region. In Italy it will concern the administrative procedures and service needs at national, regional and local government levels. MAP will produce a relevant survey, will activate focussed experts groups and will investigate the point of view of the associations of local and regional governments. After establishing a set of core specifications, the project will enter actual programming and development. WP2 provides detailed MAP specifications for development: Services and Interfaces; Privacy and Security requirements for the infrastructure; HW/SW architecture; SW specifications; HW/SW prototype; Testing phase plan; project rollout plan. Activities carried out in WP3 deal with the development of MAP services and their integration with the existing legacy systems of EU Administrations. Tested the technology selected for the trial phase, the development of the prototype is carried out, followed by its testing. In WP4 the consortium identifies the best possible validation pilots and establishes guidelines, based on the pilot experience. These will outline a standard organisational solution that can be easily adapted in every EU Country, including: e-training courses for civil servants, evaluation questionnaires both for civil servants and citizens, criteria to monitor and measure MAP impact in the modernisation of the bureaucrat ic public system. A large involvement of the public administrations is planned, to discuss the quality of the new approach in front end services delivery. Pilot validations are carried out in Italy and France. WP5 is devoted to a systematic evaluation to measure alignment between the project state of the art against its goals and project objectives against the main EU Commission aims and targets. WP6 addresses the possible ways to exploit the project, both from the technical/social and commercial view. The Consortium will discuss a common exploitation of results by a joint venture between partners. All public results will be disseminated using traditional and innovative events. WP7 is the workpackage that deals with co-ordination, management and control of the project. Activities carried out are: overall quality assurance of the project, repository of project documentation, maintenance of a project documents web site.
Dziedzina nauki (EuroSciVoc)
Klasyfikacja projektów w serwisie CORDIS opiera się na wielojęzycznej taksonomii EuroSciVoc, obejmującej wszystkie dziedziny nauki, w oparciu o półautomatyczny proces bazujący na technikach przetwarzania języka naturalnego. Więcej informacji: Europejski Słownik Naukowy.
Klasyfikacja projektów w serwisie CORDIS opiera się na wielojęzycznej taksonomii EuroSciVoc, obejmującej wszystkie dziedziny nauki, w oparciu o półautomatyczny proces bazujący na technikach przetwarzania języka naturalnego. Więcej informacji: Europejski Słownik Naukowy.
- nauki przyrodnicze informatyka oprogramowanie
- nauki społeczne nauki polityczne administracja publiczna biurokracja
- nauki przyrodnicze informatyka sztuczna inteligencja systemy eksperckie
- inżynieria i technologia inżynieria elektryczna, inżynieria elektroniczna, inżynieria informatyczna inżynieria elektroniczna czujniki
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Program(-y)
Wieloletnie programy finansowania, które określają priorytety Unii Europejskiej w obszarach badań naukowych i innowacji.
Wieloletnie programy finansowania, które określają priorytety Unii Europejskiej w obszarach badań naukowych i innowacji.
Temat(-y)
Zaproszenia do składania wniosków dzielą się na tematy. Każdy temat określa wybrany obszar lub wybrane zagadnienie, których powinny dotyczyć wnioski składane przez wnioskodawców. Opis tematu obejmuje jego szczegółowy zakres i oczekiwane oddziaływanie finansowanego projektu.
Zaproszenia do składania wniosków dzielą się na tematy. Każdy temat określa wybrany obszar lub wybrane zagadnienie, których powinny dotyczyć wnioski składane przez wnioskodawców. Opis tematu obejmuje jego szczegółowy zakres i oczekiwane oddziaływanie finansowanego projektu.
Zaproszenie do składania wniosków
Procedura zapraszania wnioskodawców do składania wniosków projektowych w celu uzyskania finansowania ze środków Unii Europejskiej.
Brak dostępnych danych
Procedura zapraszania wnioskodawców do składania wniosków projektowych w celu uzyskania finansowania ze środków Unii Europejskiej.
System finansowania
Program finansowania (lub „rodzaj działania”) realizowany w ramach programu o wspólnych cechach. Określa zakres finansowania, stawkę zwrotu kosztów, szczegółowe kryteria oceny kwalifikowalności kosztów w celu ich finansowania oraz stosowanie uproszczonych form rozliczania kosztów, takich jak rozliczanie ryczałtowe.
Program finansowania (lub „rodzaj działania”) realizowany w ramach programu o wspólnych cechach. Określa zakres finansowania, stawkę zwrotu kosztów, szczegółowe kryteria oceny kwalifikowalności kosztów w celu ich finansowania oraz stosowanie uproszczonych form rozliczania kosztów, takich jak rozliczanie ryczałtowe.
Koordynator
MILANO
Włochy
Ogół kosztów poniesionych przez organizację w związku z uczestnictwem w projekcie. Obejmuje koszty bezpośrednie i pośrednie. Kwota stanowi część całkowitego budżetu projektu.