AI-driven project to digitise handwritten complaint reports in the public administration’s Yellow Book, aiming to reduce processing time, enhance evaluation standards, and extend electronic support for complaints. The Yellow Book (Livro Amarelo) is a public administration tool that allows citizens to submit complaints, suggestions, and compliments regarding public services. It serves as a formal channel for feedback, helping to improve the quality and accountability of public administration.
Name in original language
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Initiative overview
Portugal’s Yellow Book (Livro Amarelo) is the main public platform for citizens to file complaints, suggestions, or compliments about public services. An AI-driven project has been introduced to modernise the system by digitising handwritten reports.
The project seeks to cut down processing times, improve the quality of evaluations, and provide more consistent support for users submitting feedback. By applying AI to recognise and classify handwritten text, the initiative helps transform citizen input into structured data, which can then be analysed more effectively to enhance accountability and service standards.
Name of responsible organisation (in English)
Agency for Administrative Modernisation
Mechanisms to involve stakeholders in strategy design, implementation or monitoring
Don't know
