Fraunhofer Institute for Systems and Innovation Research ISIThe project
Background & objective
Processing housing benefit applications is extremely complex and has only been partially digitized to date. The aim of the first project was to analyze the current workflow and explore opportunities for the use of artificial intelligence and robot-assisted automation of the workflow (AI/RPA components).
The long-term goal is to reduce employees’ workload by automating routine tasks and reducing application processing times
As part of the second project, scientific research was carried out in parallel with the rollout of the virtual office
The project aimed to analyze the implementation and subsequent usage, and to identify further measures for optimization and implementation in other offices and municipalities
- To exam the use of AI in the processing of housing benefit applications
- To develop guidelines for the introduction of a virtual office in other offices and municipalities
Method
- Interviews with model municipalities in Baden-Württemberg on the subject of a "virtual local government office"
- Process analysis and modeling of the housing benefit process using Business Process Modeling Notation (BPMN)
- Implementation and evaluation of six pilot interviews with administrative staff as part of the virtual office rollout
Results
- The workflows and data involved in the housing benefit application process were defined and modeled
- The interfaces and fields of application were identified for the introduction of an RPA component
- Potential fields of application for AI and start-ups in the field of "housing benefit applications” were identified
- Scientific support for the introduction of the virtual town hall/local government office
- A blueprint or guidelines for the implementation of a virtual office in a municipality/department