A lot of letters (requests, complaints, and recommendations) addressed to the Government are circulated and processed inefficiently in the internal electronic document management system of the Government called Mulberry. This in turn, leads to decreased operational performance and productivity.
AI4Mulberry project was aimed at improving citizen-government correspondence and optimizing the letter flow and resources in the Mulberry system.
In parallel to developing the AI algorithm to automate real–time document (requests, complaints, and recommendations addressed to the Government) classification and labeling in public institutions, Design Thinking approaches were taken into consideration to the introduction of a centralized and sustainable model of collaboration between Mulberry users and VxSoft — the company managing the Mulberry system.
Recently, we held a co-design session dubbed “Improving the written correspondence with the citizens by applying human-centered design principles" within the framework of our AI4Mulberry project — aimed at improving the citizen-government correspondence process and resource optimization. During the session, we identified the top challenges in this process and came up with solutions with the representatives from the DPM office, Ministry of Health, Ministry of Education, Science, Culture, and Sport, and VXSoft.
The co-design session is implemented within the framework of the “Innovative Solutions for SDG Implementation in Armenia” project which is funded by the Russian Federation and implemented in close partnership with the Government of Armenia.