Designing for Citizens needs

该项目将提供下一代聊天机器人，围绕大型语言模型（LLM）技术构建，提供新的咨询服务网关，但基于所有用户需求构建可访问性。我们的目标是：1\。为市民提供顺畅、多渠道的谘询服务2\与使用者共同设计，充分考虑边缘化及弱势市民的需求3\。利用新人工智能技术的潜力，大规模提供个性化建议。虽然面对面的咨询是公民咨询网络（CAN）的一个独特卖点，但我们希望提供多渠道、全天候的服务。这个项目将允许我们原型化和实现聊天机器人/语音助手和其他增强自助服务的方法。法学硕士的进步（正如ChatGPT的惊人成功所见证的那样）意味着有很大的机会提供改进的服务。我们不打算用技术取代我们的志愿顾问：人力支持是至关重要的，尤其是对于那些有复杂需求的弱势客户。然而，如果技术可以让一部分客户自助服务，这将为那些真正需要帮助的人腾出空间，也有助于避免顾问倦怠。在大流行期间，CAN发现客户希望通过各种渠道获得咨询，以满足他们的需求、获得时间和其他因素。考虑到我们的网络规模和有限的资金，我们一直在利用“无代码”技术来改进服务设计。事实证明，这是改善我们服务的有效方法，而成本只是通常的一小部分。该项目的另一个关键创新是在以人为本的设计、服务协同设计、服务设计开发的迭代方法和持续改进服务能力的框架中使用最新的思想。通过为CAN成员共同设计和开发定制的需求管理工具，该工具对集体协议保持足够的刚性，但足够灵活，允许每个CAB灵活地定制和解释，并在当地产生特定的服务项目。最初以使用无代码技术为基础，但有可能扩展到其他非技术领域，提高CAN网络的技能，增加其设计能力，以更好地满足服务用户的需求，这将使CAN能够探索创造性的方式，让所有年龄和背景的服务用户参与进来，帮助我们发展、塑造和评估我们目前的服务，以造福CAN成员和整个苏格兰的服务用户。

This project will deliver a next generation chatbot, built around Large Language Model (LLM) technology, to deliver new advice service gateways but built to be accessible based upon all user needs. We aim to:1\. Deliver a smooth, multi-channel experience for citizens accessing advice services2\. Use co-design with users to fully consider the requirements of marginalised and vulnerable citizens3\. Harness the potential of new AI technologies to deliver personalised advice at scale.Whilst face-to-face advice is a unique selling point for Citizens Advice Network (CAN), we want to offer multi-channel, 24/7 access to our services. This project will allow us to prototype and implement a chatbot/voice assistant and other approaches to augmented self-service. Advances in LLMs (as witnessed by the stunning success of ChatGPT) means there are great opportunities to deliver improved services. We don't intend to replace our volunteer advisers with technology: human support is vital, especially for our more vulnerable clients with complex needs. However, if technology can allow some proportion of clients to self-serve, this frees up capacity for those who really need help and also helps avoid adviser burnout. During the pandemic, CAN saw that customers want to access advice through a variety of channels to suit their needs, time of availability and other factors. Given the scale of our network and our limited funding we have been harnessing 'no-code' technologies to improve service design. This has proven an effective way to improve our service, at a fraction of the usual cost.The another key innovation of this project is to use the latest thinking in person-centred design, service co-design, iterative methods for service design development and frameworks for continuous improvement of service capacity. By co-designing and co-developing a bespoke demand management tool for CAN members, which remains rigid enough for collective agreement, but flexible enough to allow each CAB to customise and interpret flexibly, locally and generate specific service projects. Initially based on use of no-code technology but with the potential to be expanded to other non-tech areas, upskilling the CAN network and increasing its design capacity on how better to meet the needs of service users will enable CAN to explore creative ways to engage service users of all ages and backgrounds to be involved to help us to develop, shape and evaluate our current services for the benefit of both CAN members and our service users throughout Scotland.