Call-centres are a fast growing source of employment in the European economy: The Project’s goal is to use new technology to improve quality of work for operators in the next generation of call-centres. This includes analysis of and design of an advanced system for call-centre operator support, including a broadband IP-network, software-based session interpreter, knowledge base, workflow engine, systems to monitor key environmental and physiological parameters, software based “measurement system” to model and anticipate operator needs and requests and an advanced “augmented reality” human-machine interface. The prototype system will be tested by roughly 20 users and will be subject to formal evaluation in terms of its contribution to the quality of working life and its role in fostering equal opportunities, employment and economic growth. Work will be based on an analysis of the needs of call-centre operators and customers and a special user group will provide designers and implementers with valuable feedback. On this basis, the Project will design, build and test an operator support system integrating a number of hardware and software components. The system will be implemented first as a single-user prototype and then in a multi-user version. The multi-user prototype will be tested over a period of 7 months. The test will involve roughly 20 users sharing 2-3 workstations. At the end of the test the system will be subject to rigorous evaluation in terms of its contribution to the quality of working life and potential take up in E.U. countries including indirect contributions to employment and economic growth.
The E-POLL project introduces innovative systems to support the voting process based on leading edge technologies or introducing new technologies. The concept of electronic vote is full of promises: low cost, high reliability and security, access for all voters independently from where they are on the voting day, easy access for impaired persons, etc. The goal of E-POLL is to bridge the gap between the availability of leading edge technologies and the existing issues related to their application to the voting process (e.g., legislation, confidentiality, security and reliability, roles in the election process, costs). One of the main obstacles to the introduction of electronic vote is the lack of clear guidelines about how to implement an electronic voting system; lack of standards has led to lack of interoperability between the developed solutions and to reduced confidence on the part of voters and legislators.
The E-POLL project will address these difficulties by defining an abstract framework (the European Virtual Ballot Network) defining the components of the electronic vote process (voting lists, virtual polling stations, vote collection systems, voters identification devices, etc.) and the information flow between actors involved. This framework will address the vote preparation, the voter identification/anonymity, the voter authorisation, and the vote transmission/security/count.
The E-POLL project objective is to demonstrate that the European Virtual Ballot Network (EVBN), to which is connected every European administration involved in the voting process, could exist in the future for every election type. The project will analyse only the European election (the same rules apply all over Europe and the actors involved can be clearly identified).
The EVBN is a functional system allowing communication between administrations at different level. The information flow includes: normative harmonisation support, consultation/election information publishing, procedures support, and training sessions, vote operations, virtual booth management. From the technical point of view the Voting Information Server (VIS) provides high-end services and configuring the thin-client application. The Network Infrastructure (NETW) designed around E-POLL is the infrastructure which supports all the system functionalities providing all the security attributes needed. The E-POLL network infrastructure provides also resources both from the storage and services provision.
The voter recognition system is based on a very innovative smart card with a biometric fingerprint reader embedded, which will perform the voter recognition with absolute anonymity. The recognition system is completely separated from the Voting System (VS). The latter is based on a specific kiosk developed to address also elderly and disable people needs in terms of usability. It works as the thin client of the E-POLL system; the kiosk itself is the base of the virtual booth operation and the project will investigate the adoption of mobile broadband communication to connect them, in order to insure the highest level of security without poor performances.
Vote Collection System (VCS) is the secure storage of encrypted ballots, which guarantees the arrival of all cast ballots and their consistency. The system hosts all virtual booths creating a secure environment for vote anonymity.
eTen 510848 – E-POLL
The E-Poll IST project (21109, see below) has been a very successful story. This eTen project has carried out a market validation phase in France, Italy and Hungary to verify the possible path, and business plan, to reach the market
eTen 029332 – E-POLLid
ePoll aims at implementing a remote polling system which simplifies the voting process through the use of innovation technologies and makes it accessible to all, including disabled people. This project has been validated the market in France, Italy and United Kingdom. e-Poll is now ready to start deployment involving a large number of citizens (between 3.5 and 7 million citizens). The objective is the introduction of a defined business model based on the project financing approach.
The KARMA2 project focuses on the creation and development of an organisational model to efficiently and adequately manage home-care activities in specific patient populations and the delivery of health care services in general. KARMA2 will establish an easily accessible network enabling all persons involved in the health, social and psychological care delivery on one hand and the patients (pts), their families and pts’ associations on the other hand, to have adequate and updated information on the conditions of pts in treatment, or in home care. Pts considered are in rehabilitation treatment, long term or non-ending care and those requiring at-home family assistance. Pts and their families have to face problems related to diseases on their own, with minimal or no guaranty for the continuity of the support form the various involved health and social care services. A rational solution is to provide families with an adequate clinical, psychological, social and logistic support, in order to remove distress from families, that will ameliorate patient’s quality of life, and to reduce hospitalisation costs. Technologies are available and must just be integrated. KARMA2 focuses merely on routine support and does not have any intention to substitute an emergency service. However, the continuous monitoring will also allow an immediate call to the emergency services whenever necessary.
The KARMA2 project develops a platform to efficiently and adequately manage home-care activities in a specific patient population: brain-injured children. These patients require rehabilitation treatments and long-term (non-ending) care. Through a networked infrastructure, easily accessible, KARMA2 establishes an organisational network that co-ordinates and manages all the persons and activities, delivering pertinent and updated information. In the KARMA2 project the assumption is that nowadays the technologies are available and the main effort must be directed toward their integration, accordingly to the specific needs of home-care.
Anyway, KARMA2 uses a variety of new-featured technologies:
- a dynamic and predictive multilevel workflow system XML-based;
- UMTS, Internet (Ipv6) and Bluetooth;
- a new VPN;
- web, phone and smart card validation;
- unique, miniaturised, non-intrusive medical sensor.
The main outcome of the project is the assessment of a new organisational model.KARMA2, establishing a direct connection between patients/families and sanitary operators, has the ability to enhance people proactive behaviours adding value to their attitudes. KARMA2 increases patient’s quality of life, reduces the hospitalisation and assistance costs, removes distress and frustration from families.
The MAP project will develop a system supporting civil servants while they interact with citizens; it is a front-end e-assistance system. Special software agents will listen to the interaction in real-time, using advanced speech-recognition technologies, to identify the topics discussed. An expert system will select from the knowledge base of the administration the most pertinent information; then MAP will proactively propose it to the civil servant. The system will assist the interaction with the citizens in a seamless way, whenever they contact the administration: while on the move, on the net, face-to-face, etc. The knowledge base will be enriched constantly updating the information that circulates on the public administration Intranet and legacy system, building a best practice repertoire, both gathered while monitoring the service activities and suggested as tips or shortcuts directly by the civil servants. A Service Manager responsible will authorize each tip to be part of the repertoire. MAP will introduce three kinds of innovations: Business Process, Technical Solution, relationship Management. The project will carry out in-depth tests of the system functionalities, in challenging pilot sites that will involve relevant administrations in France and in Italy, at a national, regional and local level. The MAP project will develop a system supporting civil servants while they interact with citizens; it is a front-end e-assistance system. Special software agents will listen to the interaction in real-time, using advanced speech-recognition technologies, to identify the topics discussed. An expert system will select from the knowledge base of the administration the most pertinent information; then MAP will proactively propose it to the civil servant. The system will assist the interaction with the citizens in a seamless way, whenever they contact the administration: while on the move, on the net, face-to-face, etc. The knowledge base will be enriched constantly updating the information that circulates on the public administration Intranet and legacy system, building a best practice repertoire, both gathered while monitoring the service activities and suggested as tips or shortcuts directly by the civil servants. A Service Manager responsible will authorize each tip to be part of the repertoire. MAP will introduce three kinds of innovations: Business Process, Technical Solution, relationship Management. The project will carry out in-depth tests of the system functionalities, in challenging pilot sites that will involve relevant administrations in France and in Italy, at a national, regional and local level.
MAP aims at introducing a skill & case sensitive environment to support public administrations’ employees while citizens contact them in seamless way (on the move, on the net, face to face, etc).While a communication is going on (face to face, trough a call centre, trough a portal), MAP analyses what is going on and immediately provides shortcuts to solution, helping service providing. MAP components are:
- Software agents that analyse (“”sniff””) the interaction;
- An expert system that manages the support to the employee. On the sniffers (MAP has a module that sniffs what is going on during the interaction) side: an interaction interpreter (seamless and multi-channel), starting from a speech to text and a semantic analysis of the interaction between the employee and the citizen, identifies the main issues addressed and provides the activation inputs to MAP engine;
- the interaction interpreter plays a second role sniffing the knowledge treated in the interaction and passing it to the expert system;
a second agent sniffs the way the employee navigate the in house information system and collects information; non-invasive sensors collect data regarding the stress level of employees, to activate the proper help when needed; those sensors will be used mainly for research purposes.
eTEN 517423 – MAP
Following the positive conclusion of the IST 34001 project (see below), this eTen project carries out a market validation phase through pilots in Italy, Sweden, Poland and Hungary.
eTEN 046257 – MAPid
Mobile Adaptive Procedure (MAP) is a complete set of flexible services to facilitate the work for civil servants in providing shortcuts to common practices, one stop shop and procedures. The service is provided through the extensive use of semantic analysis of users talk. These concepts can be fully adapted to services such as emergency procedures, human resources or administrative procedure management with the objective of simplifying procedures. The MAP Initial Deployment phase focuses on boosting the efficiency of the business processes.
CROSS focuses on nurturing an innovation ecosystem that generates digital services and applications making use of information generated by users in the smart city environment. CROSS recognises unexploited opportunities for services and applications in the field of non-monetary economy, where new needs and practices are emerging, and where a new sector of the digital single market has the potential for a sustainable, inclusive and smart growth. Sample activity areas that are considered by CROSS for piloting are: 1.Mutual service communities for assistance to elderly people; 2.Communities for social inclusion of immigrates;3.Learning communities for support to school dropouts and low culture people; 4. Communities of volunteers assisting persons with disabilities. The choice is motivated by the priorities set up in the Europe 2020 Flagship “European platform against poverty” and the respective 1st Annual Convention (Polish Presidency and the European Commission, 12 December 2011).
ICT PSP 621083 – CLIPS
The CLIPS project aims at introducing a new approach to deliver innovative public services, through the cloud-computing approach involving the community in the process (PPPP public-private-people-partnership). The main idea of CLIPS is to provide to the community a methodology and a toolkit which allow civil servants and other external stakeholders (both citizens and businesses) to co-operate in the conceiving and the development of new cloud-based services, starting from a set of basic micro-services already available in the “cloud”. The cloud ecosystem of services envisaged by the project, starting with a set of basic micro-services, will increase its portfolio due both to the availability of newly aggregated innovative services (coming from the basic ones) and to migration of current public services into the cloud, following the EU spirit “build, connect & grow”.The CLIPS objective is to set up and to deploy a platform on which to run the virtual environment, where to build the cloud solutions addressing the particular cases during the piloting phase of the project. This will be done in such a way that other administrations can benefit by the results of the identified solution, looking at the cross domains, cross processes and cross borders approach. All the cloud-based services will be designed in order to assure interoperability and reusability among systems and will be “open” to be available to a wider range of potential providers of aggregated services. As a desired side effect, this should lead to a healthy service market in which public sector can fairly and transparently choose the best providers to meet their communities’ needs or can even make different possible alternatives available to people, who can have a free access to all information and data they need to make a considered choice.