We present the first report in Poland analyzing the potential of AI-based tools for communication between local governments and residents.
The report aims to help local government officials who are thinking about introducing innovations. It shows both the concrete benefits of AI-powered chatbots and the wider context in which they operate. As Konrad Kiljan writes in the Introduction: “To learn more, we created a test platform and tested it with local government representatives from five cities. Experiments and interviews showed which processes can be simplified and how past experience with technology affects adoption.”
In the first part, invited experts analyze topics such as business innovation, user perspective, technology integration, and regulatory issues. The conclusions show that for AI solutions to succeed, they must fit the organization’s culture and avoid overwhelming or excluding citizens. Reliable technology must balance innovation with practical realities, considering regulatory, design, and cultural factors.
The full report is available here.
Key findings in Polish are available here.
This report and the project were made possible with support from the Civic Innovation Fund, established by THE CIVICS Innovation Hub.
We also thank our partners Barcelona en Comú and CEE Digital Democracy Watch, who helped give the project an international dimension and ensured its high quality.