Please note: The algorithm descriptions in English have been automatically translated. Errors may have been introduced in this process. For the original descriptions, go to the Dutch version of the Algorithm Register.
KCC chatbot ELLEN
- Publication category
- Impactful algorithms
- Impact assessment
- DPIA
- Status
- In development
General information
Theme
Begin date
Contact information
Responsible use
Goal and impact
The aim of our chatbot is to give citizens faster, 24/7 answers to their general questions. This relieves the staff on livechat, allowing them to focus on more complex tasks that require human intervention. The impact is improved service delivery and more efficient use of municipal resources.
Considerations
The following considerations are taken into account when developing our chatbot:
- Quality of answers compared to human employees
- Correctness and accuracy of the information given
- Ability to stay within the topic
- Compliance with municipal core values
- Privacy, security and transparency
A PRE Data Protection Impact Assessment (Pre-DPIA) is in place to ensure security.
Human intervention
In essence, our chatbot functions autonomously without direct human intervention. However, the chatbot's responses are closely monitored by municipal employees. Feedback from citizens after each chat conversation is used to continuously improve the system.
Risk management
Risk: A user of the chatbot may place personal data in the conversation with the chatbot.
Management measure:
- We do not keep content data longer than necessary. We cannot distinguish within Watermelon between storing statistics (numbers, etc.) and content conversations. We choose to keep the data for 3 months. This gives employees enough time to monitor the content of calls.
- We add a message to the chatbot that no personal data should be placed in the conversation. We also add this to the information page about the chatbot on the website.
- Information on website about what we do with the data
- Staff periodically check whether personal data is placed in conversations. Individual conversations containing personal data are deleted immediately. If it is found that personal data is shared with regularity, we will check whether additional management measures are needed.
Legal basis
Providing reliable government information on products and services of Municipality of Gennep.
Impact assessment
Operations
Data
Our chatbot uses the following data sources:
- Information from all municipal websites related to Gennep
- Additional documents containing municipal information
External provider
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