Conference paper Open Access
Smart Cities aim to increase citizens’ quality of life. Smart Government is a part of Smart Cities domain aiming to enhance the communication and interactions of citizens and companies with government. The SIMPATICO framework combines machine and human intelligence to simplify e-services i.e., web accessible apps to accomplish administrative procedures online, and thus enable a more widespread adoption of electronic procedures. This paper reviews the impact of instrumenting e-services, in Galicia region in Spain, with SIMPATICO features, e.g., text and workflow simplication, autocompletion of personal data and public procedure documentation and support through crowdsourced questions and answers. Particularly, taking into account the lessons learnt at the first pilot evaluation with Elderly people, this paper describes the public procedure model proposed by SIMPATICO which backs the application of diverse strategies to better support users while facing the completion of complex administrative procedures.