Implementation of the Citizen Complaint Chatbot

This program, in collaboration with GIZ, is designed to enhance the engagement between citizens and the institutions responsible for overseeing and ensuring accountability in anticorruption matters. Its primary objective is to develop and implement a chatbot on the websites of four Supreme Audit Institutions in Latin America, serving as a pilot initiative for the project with Guatemala, Uruguay, Panamá and the city of Buenos Aires.

Through Artificial Intelligence technologies, this system will offer automated and pertinent responses, assisting users in crafting effective complaints that align with the legal stipulations of their respective countries. While the chatbot is not intended for processing complaints directly, it aims to educate citizens about the appropriate methods, locations, and procedures for submitting a complaint to the Supreme Audit Institution.

Accesibility

Design the chatbot to be accessible on a variety of mobile devices, and
adjust the interface for low levels of digital literacy.

Capacity Building

Implement training programs to sensitize and educate users on the use of the chatbot, reporting processes, and the work of SAIs.

Continous Updating

Maintain and update the chatbot regularly to ensure its functionality and adapt to technological changes.

Anonymity & Safety

Ensure anonymity and security of users, with clear privacy and personal data protection policies. It is recommended that the chatbot does not ask for personal data

Inclusion & Diversity

Design the chatbot taking into account the diversity of users, including gender, age, and socio-economic background.
gender, age, and socioeconomic background.

Expectation Management

Change the name of the chatbot to one that makes it clear that it is only for guidance and not a mechanism for filing a complaint.

Independent Stewardship

Consider chatbot management by an independent third party to ensure impartiality and trust in the system.
impartiality and confidence in the system.

Clarity and Accessibility
in the Chatbot Interface

The chatbot must be clearly identifiable as an automated tool to avoid confusion. It must offer an intuitive and accessible interface for all citizens.

Fostering a Culture of
Citizen Education and Reporting

The chatbot should play a role in promoting a reporting culture,
providing guidance on how to report and promoting awareness of the importance of citizen participation.

Collaboration and
Continuous Learning

It is important that SAIs share experiences and best practices in the implementation of chatbots, promoting cross-entity collaboration and continuous learning.

Comprehensive and
User-Oriented Process

The chatbot must efficiently guide users through the entire reporting process, from the identification of the type of complaint to its appropriate classification and routing to the corresponding form or entity.

Inclusion and
Multilingualism

Considering the linguistic and cultural diversity, the chatbot should offer support in multiple languages and dialects to ensure that all citizens can access and use the tool.

Data Integration and
Security

Essential to the effective tracking of reports, integration with existing systems and databases is crucial, as well as the security and privacy of the data collected.

Adaptation to the
Specificities of each
SAI

The design of the chatbot must be adaptable to the specific needs and capabilities of each entity, without overloading their existing resources or systems.