114 - Die Bürgerhotline Deutschland

• 

Inspiration

Not only in a crisis situation are we insecure where to go regarding receiving viable information from state-run/state-approved institutions. Same holds true on federal state level. And in case I want e.g. to offer my volunteering help I wouldn't know where my help among the institutions (and beyond) is needed. In the best case this leads to a loss of time and resources - in the worst case to a loss of trust and social unrest.

Thesis

Establish a known point of contact for ALL inquiries a citizen might have. Similar to "I know in case of fire there is a fire brigade and I call them dialing 112".

Imagine a big funnel for throwing in ANY inquiry - and everybody knows the "funnel opening" via publication through several channels - and there is a KCS* based structure leading your inquiry towards the right reference point.

Thus, the citizens know in any situation - crisis or not - there is a central dispatch centre for ANY inquiry a citizen might have in seeking out information from a federal-run / federal-approved / federal state institution. This point of contact has a unique brand name (e.g. "Bürgerhotline Deutschland") and is reachable nationwide via call, web, app, ...... *Knowledge Centered Support/Service

How we would approach it

1) Check for already existing super disciplinary information structures within the federal machinery

2) a) Implement a data structure based on KCS Structured Plattform. b) If necessary the harmonization of data is ensured by a third party software. c) Data connectors are integrated into the database via automated interfaces like Machine Learning.

3) establish a nationwide known brand name and subsequently communicate this brand name together with a short telephone number (114?), web address, apps, ...

4) publish and penetrate the message of the existence of this "dispatch centre" nationwide and constantly, using all kinds of channels (thus including also the non-electronically oriented citizens)

Challenges we ran into

• The sovereignty of the federal states regarding their services needs to be respected whilst establishing a nationwide brand name
• regarding 1) no answers available short term

What we learned

• A solution could be: establishing (or discovering an already exisiting) federal KCS approach and breaking it down to state level
• This item would be a part of #OpenGovernment.

Antithesis ;)

Buchbinder Wanninger, Passierschein A38

Solutions / Approaches

Staying within the scope of the hackathon it was acknowledged within the team that a short term answer could not be derived which lead to splitting the thesis into 2 packages:

package#1 long term

Development and establishment of an (or identifying an existing) KCS infrastructure within the federal authorities following this script:

Establish a KCS methodology in the citizen contact of ministries. Here, the processing of inquiries is supported by a knowledge base that is updated simultaneously during use. This knowledge base is thus automatically up to date and can be made directly available online to the population without much delay (but with reading restrictions). The methodology can be taught in a workshop (is available) and immediately applied

package#2: short term

• Establishment of a central, nationwide telephone hotline which is subsequently matched with a platform database. The first allocations are made as soon as you enter the telephone hotline and the calls per allocation are then to be matched with a database-based backend e.g.:
  • Number of a WhatsApp newsletter that can be followed
  • website with the latest information per region
  • Continuous radio station with the latest news
  • Announcement of hotlines of federal/federally approved organizations
• Example solution for a matching process that connects a call to an app based information dropping: nebenan.de/corona

Solution drafts as per end of hackathon:

package#1

• There is freely available material regarding the approach in establishing a KCS centered info management, e.g. https://library.serviceinnovation.org/KCS - as there is a free webinar to be found here: https://www.pro-accessio.de/kcs-training/
• We couldn't get hold of anyone helping us in identifying the stakeholders for such a project :(

package#2:

• preliminary gathering/clustering of anticipated inquiries as a briefing base (as of now: centered on corona related inquiries) see here
• Creation of a database plus automatic implementation of different data sources via harmonisation
• Installation of an AWS database
• Identification of the necessary data sources
• Implementation of data sources via API
• If necessary, harmonisation of data sources via verified third party providers

Next steps - after the hackathon:

package#1 We would be happy to see that the idea is either already in the making and we (the citizens) simply don't know about it - or the relevance of such a solution is understood and will be picked up by governmental authorities.

package#2 We would be happy to see that a short term realisation could be achieved with the necessary support by governmental authorities and assisted by enterprises.

Thank You!

• Tamara Amlung #slack U010F1KBRBJ
• Clemens Fauvel #slack U010J2FU3GW
• Tim Pahnke #slack U010GM8SXNZ
• Sönke Marahrens #slack U01058B50V7
• Lukas Juhl #slack U010FRATT6U

Built With

• database
• kcs
• love
• machine-learning