Designing for Citizens needs

该项目将提供围绕大型语言模型（LLM）技术构建的下一代聊天机器人，以提供新的建议服务网关，但可以根据所有用户需求进行访问。我们的目标是：1。为公民访问咨询服务提供顺畅的多渠道体验2\。与用户共同设计，充分考虑边缘化和弱势公民的需求。发掘新人工智能技术在大规模提供个性化建议方面的潜力。虽然面对面的建议是公民咨询网络（CAN）的独特卖点，但我们希望提供多渠道，全天候的服务。该项目将使我们能够原型化并实现聊天机器人/语音助手和其他增强自助服务的方法。LLM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更好的服务。我们不打算用技术取代我们的志愿者顾问：人力支持至关重要，特别是对于我们有复杂需求的弱势客户。然而，如果技术可以允许一定比例的客户自助服务，这就为那些真正需要帮助的人释放了能力，也有助于避免顾问倦怠。在疫情期间，CAN看到客户希望通过各种渠道获得建议，以满足他们的需求，可用时间和其他因素。考虑到我们网络的规模和有限的资金，我们一直在利用“无代码”技术来改进服务设计。这个项目的另一个主要创新是采用以人为本的设计思想、服务协同设计、迭代的服务设计开发方法和持续改进服务能力的框架。通过为CAN成员共同设计和共同开发定制的需求管理工具，该工具对于集体协议来说仍然足够严格，但足够灵活，允许每个CAB灵活地定制和解释，本地化并生成具体的服务项目。最初基于使用无代码技术，但有可能扩展到其他非技术领域，提高CAN网络的技能并提高其设计能力，以更好地满足服务用户的需求，将使CAN能够探索创造性的方法，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，为双方的CAN成员和我们的服务用户在苏格兰的利益。

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.