Industry
Local authorities and public administration
Local authorities need transparent, GDPR-compliant solutions for recurring enquiries and processes.
Typical time sinks
Enquiries from members of the public on standard topics (opening hours, responsibilities, forms) tie up staff
Applications and documents have to be forwarded manually between departments and systems
It is difficult for staff to find information in the articles of association and guidelines quickly
Use cases
Not sure where to start?
In our AI consultancy, we look at your workflows together and tell you honestly which use case pays off first.
AI consultancy
bettersorted’s AI consultancy uses a structured process to identify which processes within your business are suitable for automation, and concludes with a concrete implementation plan rather than a mere list of ideas. The consultancy is BAFA-approved and is eligible for up to 80 per cent funding via INQA Coaching.
Matching productAI chatbot
The AI chatbot answers questions on the company’s own website — using the company’s own records, not information from the general internet.
Matching productProcess automation
Process automation links recurring workflows seamlessly, from quotation to archiving.
Matching productAI document search
The AI document search answers questions directly from your own documents — such as manuals, contracts or internal policies — by citing the source, rather than providing general answers from the internet.
Automatically answer citizen inquiries: how AI relieves public administrations
Municipalities can automatically answer citizen inquiries, by using an AI chatbot on the website and an AI phone assistant to handle recurring questions – opening hours, responsibilities, required documents, processing status. The answers come exclusively from verified content provided by the administration; anything that requires a decision or discretion is forwarded to the responsible office. This gives staff more time for the matters that really need a person.
Which inquiries can be automated
- General information:Opening hours, availability, responsibilities, fees according to the bylaws.
- Documents and forms: What do I need to bring for an identity card, business registration, or housing benefit application?
- Appointment scheduling: name and book available appointments, provided an appointment system is connected.
- Forwarding:Record concerns in a structured way and route them to the correct office.
- Internal questions:Employees find bylaws, administrative directives, and previous cases via the AI document search.
What AI should not do in public administration
AI answers questions and prepares cases – it does not decide on applications. Decisions, discretionary judgments, and the assessment of individual life situations remain with the caseworkers. This clear separation is not only professionally correct, but also a prerequisite for acceptance among citizens and the staff council.
The three components
AI chatbot on the website
Answers questions around the clock in clear language – if desired, also in multiple languages – and refers users to forms and responsible offices. More: AI chatbot.
AI phone assistant
Answers calls, handles standard questions, and records callback requests in a structured way so the citizen service office is not constantly interrupted. More: AI phone assistant.
AI document search for staff
Finds answers in bylaws, policies, and archived cases with source references. More: AI document search.
Data protection, transparency and legal framework
- Processing on servers in Germany, data processing agreement pursuant to Art. 28 GDPR.
- No sharing of citizen data for advertising purposes.
- Clear labeling as an AI system under the EU AI Act.
- Answers only from approved administrative content – traceable and without a black box.
- Early involvement of data protection officers and staff representatives.
How municipalities get started
- Evaluate inquiries: Which questions come up most often by phone, email, and at the counter?
- Review content:Are the answers on the website up to date and consistent?
- Pilot:An office or topic area, clearly limited, with evaluation after a few weeks.
- Expand:Additional topics, phone, internal document search.
A detailed guide is provided in the article Process citizen inquiries in municipalities automatically. Multiple departments can use the modules together via automaisa Hub and manage them centrally.
Consulting and initial consultation
We know public administration and the social economy from practical experience and begin with a free consultation in which we review your processes and possible next steps. Appointment via Contact page.
Frequently asked questions
Is it possible to use AI in public administration in a way that complies with the GDPR?
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Yes, the requirement is that data is processed on servers in Germany in accordance with the AVV under Article 28 of the GDPR — this applies to all bettersorted modules.
Can several departments use the same system?
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Yes, automaisa Hub allows you to manage multiple modules and access points centrally.
What’s the best way to get started?
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With a free AI consultation, during which we’ll review your processes and explore suitable funding options.
Is citizens’ data passed on to third parties?
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No, the data is processed exclusively on servers in Germany and is not passed on for advertising purposes.
How can municipalities automatically answer citizen inquiries?
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With an AI chatbot on the website and an AI phone assistant that answer recurring questions from verified administrative content and pass everything else on in a structured way to the responsible office.
Does the AI make decisions on applications?
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No. The AI answers questions and prepares processes. Decisions and discretionary rulings remain with the caseworkers.
Does an AI chatbot in public administration have to be identified as such?
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Yes. Under the EU AI Act, people must be able to recognize that they are interacting with an AI system. Clear labeling in the chat window and an announcement on the phone satisfy this requirement.
A 30-minute conversation, free of charge.
A 30-minute consultation, free of charge. We’ll take a look at your processes and give you our honest opinion on whether automation is worthwhile.