2022-23PUBLICSECTORTECHNOVISION2022Foreword040607081016222834IntroductionBEINGBeingLikeWaterOverviewofTechnoVisionYouExperienceWeCollaborateLIKEThrivingonDataProcessontheFlyApplicationsUnleashedWATERInvisibleInfostructure404654BalancebyDesignAfewmorethingsacrossthepublicsector2TECHNOVISION2022-23:PUBLICSECTORO1610YOUEXPERIENCE22THRIVINGONDATA2834PROCESSONTHEFLYAPPLICATIONSUNLEASHED4046BALANCE3BYDESIGNFOREWORDGovernmentsworldwidearerespondingtodisruptiononagrandscale.Technologyisaconstantlyevolvingtoolboxthatcanbeusedtoovercomediversechallenges.Withthee?ectiveuseoftechnologyanddata,publicsectororganizationscanhelpdeliverbetterservicestocitizens,makebetteruseofresources,createsmarterandgreenerplacestolive,andprovidebetterhealthcareandeducationtothepeoplewhocalltheseplaceshome.Inthisdata-enabledenvironment,technologydeterminesthewinners.Geopoliticalcon?ictshaveescalated.Supplychainbottlenecksandlaborconstraintspersist.Economicfactors–especiallyhighin?ation,risinginterestratesandvolatilecommodityprices–threatenthesocialfabric.Andastheclimatewarms,newsustainabilityrealitiesarebitinghardintheformofdroughts,?oods,wild?resandfoodshortages.Thisisaneraofprofound,mounting,interconnectedcrises.However,technologyalsodeterminesthelosers.Technologycanbeusedtoimprovesociety,butitcanalsoexacerbateinequalities.Governmentshaveadutytoensurethatthewaystheyusetechnologytoshapetheworlddonotleadtosocietalexclusionforanyone.Thetimesweareincallforbigpolicyresponsesfromourgovernments.Theeraofmanagingthestatusquomoree?cientlyisover.Toaddressthemostpressingproblemsoursocietiesnowface,theywillneedtoadoptamission-orientedapproachthatmobilizesresourcesfromthepublicsector,privatesectorandcivilsociety.Theywillneedtostrategize,organizeanddeliverinnewwaystodeliverfar-reachingchangesandtransformationaloutcomes.Inthiscontext,technologyisavitalenabler.Toensurethatstatesandorganizationsusetechnologyinasustainableandinclusiveway,aproactiveandcomprehensiveconversationbetweenpublicsectorstakeholdersandITiskey.That’swherewecanhelp.Toenableamorefruitfuldialog,we4TECHNOVISION2022-23:PUBLICSECTORaredelightedtointroducethepublicsectoreditionofTechnoVision,ourannualguidetothetechnologytrendsthatallpublicsectororganizationsshouldbeconsideringtoday.thatarise.UnlessseniorstakeholdersareintensivelyinvolvedinTechnologyBusinessdecisionsandinitiatives,achievingdigital-ledbreakthroughsacrossthepublicsectorisimpossible.TechnoVisionisauniqueandprovensourceoftechnologyadvicewrittenbyourleadingexpertsacrosstheCapgeminiGroup.Thispublicsectoreditionbringstogethertechnology-driven,real-lifestudiesfromallformsofgovernment.Thesestoriesarewrittenbyadiverseteamoftoppractitionersandexpertsacross12countriesandfrommanyofourorganizationalunits,alwayswiththegoalofshowinghowandwherethesetechnologiescanaddvalue.Technologyholdsmanyanswersandenablers,butwemustunderstandhowitscomponentsworktogether.Itisuptogovernmentstosetthestandardsuponwhichtechnologycomponentsshouldbeinterconnectedandcommunicated,suchashelpingacityorchestratethemanyplayersinvolvedinmakingitasmartcity.TechnoVisionisaframeworkthatisdesignedtosupportsuchdynamics.Throughoutitscoupledmodules,trends,and“containers,”thisframeworkenablesanostensiblyopen,collaborativeecosystem,whichaimstogiveitsuserscontrol–or,aswewouldcallitthesedays,sovereignty.ThethemeofTechnoVision2022is“BeingLikeWater,”withafocusonkeyconceptssuchas?uidadaptability,agility,andresourcefulness.Thisfocusisappositegiventhechallengesfacedbygovernmentsduringthepastcoupleofyears.Thepandemicrequiredrapidresponsesacrossthepublicsector,fromtheovernighttransitiontohomeworkingandtheestablishmentofonline-onlydeliverymodels,totheriseoftelehealthandthecreationofsystemstohelpmanagepatientcareandvaccinationsinhealthcareorganizations.Thisapproach,modeledaftertheGreek“polis,”aimstobuildan“agora”–acentralmarketplacetodiscussandnegotiatethefutureofitsbody,balancingtheinterestsofpoliticians,administrativedomainexperts,thedepartmentsofthechiefinformationo?cer,chiefdigitalo?cer,andothers.ThroughTechnoVision,publicsectorleaderscan?ndacommonlanguagetoarticulatetheirtechnology-drivengoalsandplans.Thisisincreasinglyimportantwherecloserfederalorregionalcollaborationisneeded.Thepandemichighlightedclearlyhowrapidlythepublicsectormustdealwithchange.Organizationshadtoscaleupcriticalinfrastructureandapplicationsinweeks(orevendays),leveragekeydatafordecisionmaking,andworkacrossorganizationalboundariesandformerlyimpenetrablebordersofresponsibility.Morebroadly,webelievethepandemicresponseisadryrunfortheupcomingtransformationtowardsasustainable,societaldevelopmentmodel.Thismodeldemandsunprecedentedchangeinashorttime.Moreimpactfulchangeswillbecalledfor,andatafasterpacethanmostorganizationscancurrentlykeepupwith.Technologybringsthebreakthroughtoolstohelpusmanagethistransitionwhileprotectingstandardsofliving.Let’sthereforeembarkonthisvitaldialogtakingplaceinourtechnologyagora.Let’sshapethefutureofoursocietywhilehavingsomefunintheprocess.Ilookforwardtolearningfromyourfeedbackandourcommondiscussions,andIhopeyouwill?ndthisframeworkinvaluableasyoulooktoachieveyourorganization’sgoals,individuallyandforourcommonsociety.MarcReinhardtWebelievethescaleofchangeissuchthateveryorganizationineverysectorisnowa“TechnologyBusiness,”whichmustbe?uidenoughtoadjusttothenewchallengesHeadofPublicSector/HealthcareatCapgemini5INTRODUCTIONAspublicsectorleaders,wefaceachallenge.Asourworldbecomesincreasinglyvolatile,uncertain,complex,andambiguous,wetendtodespairinthefaceoftheavalancheoftechnologiesandacronymsthatshouldbehelpingus,butoftenseemtobebreakingourcertaintiesandourestablishedmodelsofserviceprovision.However,thechallengewefacedoesnothavetobeintractable.Whilethepotentialbene?tsoftechnologyaresometimescloudedbyunhelpfulhyperbole,pioneeringgovernmentsandpublicsectororganizationsarealreadymodernizingarchitectures,embracingcloudservices,andexploringemergingtechnologies,suchastheinternetofthings,arti?cialintelligence,orvirtualreality.What’smore,technologyisheretostay;itisboundtoshapeourenvironmentandtheservicesweprovidetocitizens.Technologycanbeourbestallyinhelpingtoreduceexclusion,addresssustainability-relatedconcerns,andimprovesocieties.Thus,takingahelicopterviewoverkeytechnologytrendsprovidesuswithaclearopportunitytoseehowwecanusesystemsanddatatoreachourgoals.Ourreport,issuedearlierthisyear,highlightsourvisionofhowtocreatetechnology-drivenchange.Itisunderpinnedbyaclear,resonatingleitmotiv:BeingLikeWater–showinghowtobuildtheagility,responsiveness,andresilienceneededtosuccessfully?owwithwhateverchallengeoropportunityarises.Frominfrastructureandapplications,viadataandprocesses,allthewaytouserexperienceandcollaboration,itshowsthetransformationalopportunitieso?eredbyemergingtechnologytrendsinaformatthatisaccessible,light-hearted,andeasy-to-read.Buttechnologytrends–ascompellingandinspiringastheymaybe–meanverylittlewithouttherightcontext.Tothisend,weareproudtointroducethesecondeditionofTechnoVisionforthePublicSector.Althoughitcanbereadseparately,wecertainlyrecommendyoudigestitinthegoodcompanyoftheoriginalTechnoVision2022

report.OrwhynotgetinspirationbyalsocheckingoutTechnoVisionforAutomotive,TechnoVisionforFinancialServices,orTechnoVisionforEnergyandUtilities.Inthemeantime,wehopeyouenjoythe2ndeditionofTechnoVisionforthePublicSector.Itisfulloftrends,cases,andstoriestosupportmanydi?erenttechnology-drivenchangeinitiatives–fromthelevelofalocalgovernmentalunit,allthewayuptosocietyasawhole.It’salwaysaboutthedialog.So,keepontalking!PascalBrierGroupChiefInnovationO?cer,Capgemini6TECHNOVISION2022-23:PUBLICSECTORBEINGLIKEWATERSittinginhismakeshiftshed,themanwieldshisknifearoundaplasticbottle,formingtheperfectwaterfeederforhisallotment.“Wastenot,wantnot,”hewhisperstohimselfinthequietacknowledgementofalifelongmantratorepurpose,reuse,andrecycle.inateapot,itbecomestheteapot.Now,watercan?ow,oritcancrash.Bewater,myfriend.”–BruceLeeThismixofe?ortlesslyusingwhatevercomesinhandytodealwiththesituationbecameatrademarkofLee.InTechnoVision,weiteratedtheimportanceofcraftingtechnologystrategies,architectures,andsolutionsthatareshapelessandformless,yetalways?owing.Itwasapleaforagility,adaptivity,responsiveness,creativity,andresilience,allenabledbytechnology.InIndia,theycallit“Jugaad”:a?exibleandpragmaticwayofproblem-solving,usinglimitedresourcesinaninnovativeway.Thisfrugalinnovationapproach–whichmaygobyanothernameindi?erentpartsoftheworld–isnowmorerelevantthanever,formanyreasons.Thisyear,however,aspiringtobelikewaterisnolongerenough.Itistimetoextendtheadjectivefarbeyondtherealmsofthevesselinwhichitisheld.ItistimetobecomeourownJugaadmaster–towalkthetalk.Itistimeforactively“BeingLikeWater.”Weseetheworldstrainingitsnaturalresources,nolongerabletosustainourcurrentlevelsoflivingandconsumption.Wemustbemoreinventivewithwhatwehave,ratherthanspendingtoomuchofourscarceresourcesonenergy-wasting,polluting,build-from-scratchactivities.InCapgemini’sDigitalMasteryresearch,weseehoworganizationsarebuildingmoredigitalandleadershipcapabilities–twocrucialfacetsofathrivingTechnologyBusiness.Theyarealsoaddressingculture–anothersuccessfactor–andpromotingtheexplorationofnew,innovativetechnologiesandplatforms.Yet,whileorganizationsfocusmoreonupskillingemployeesthaneverbefore,theincreaseismuchlesssigni?cantinsoftskillsareas,suchasemotionalJugaadmastersskillfullycontroltheirtoolsandmaterials.Partoftheirwayoflife,theirchosen“technology”isalwayswiththem,alwaysavailable,alwaysreadytoinnovate.Thesemastershavebecomeonewiththeirtoolsandmaterials,theyareJugaad.Soundslikesomethingwealsoneedintoday’sworldofdigitaltechnologyandbusiness.Fortheturbulentyearof2021,weintelligence,adaptability,andcollaboration.recognizedtheroletechnologyplayedindealingwiththe?urryofunpredictableevents,challenges,andopportunities.Wecreatedtheleitmotiv,“BeLikeWater”inspiredbymartialartistmoviestarBruceLeeandhismostfamousquote:IfweindeedacknowledgethateverybusinessisaTechnologyBusiness,thentechnologycannolongerbekeptwithinthewalledgardenofcentralizedIT,orwhateverothersub-constructitisdelegatedto.Technologyneedstobeinternalized,embraced,andutilizedthroughouttheorganization,regardlessofbusinessunit,activity,orindividualrole.“Belikewatermakingitswaythroughcracks.Donotbeassertive,butadjusttotheobject,andyoushall?ndawayaroundorthroughit.Ifnothingwithinyoustaysrigid,outwardthingswilldisclosethemselves.Emptyyourmind,beformless.Shapeless,likewater.Ifyouputwaterintoacup,itbecomesthecup.Youputwaterintoabottle,itbecomesthebottle.YouputitToaspireisnolongerenough.Itisvitalfororganizationstoupskillscarcetalent,embraceIT,anduseittodeliverontheircoreobjectives.GunnarMenzelPierre-AdrienHananiaGlobalPublicSectorChief-of-Sta?ChiefTechnologyandInnovationO?cerGlobalPublicSector7(linkstoleadingtechnologysolutionsandotherrelevantinformation).ThesevenBalancebyDesignprinciplesarealsointroducedthroughanelevatorpitch,butthenshapedintosomethingmuchmoretangible.First,outlinedwithaclearde?nition,the“why”quicklyfollows,discussingthepurposeandbene?tofadoptingit.Secondcomeswhatisneededtoputtheprincipleintopractice,beforethird,thesimplemeasurementsrequiredtotracktheprincipleinbusiness.WerecommendyounavigatethissecondeditionofTechnoVisionforthePublicSectoralongsidetheoriginalTechnoVision2022

document.Thiscomesinhandyifyouwanttoknowmoreaboutaspeci?ctrend;eachpagecontainsalinktotheoriginalbuildingblockontheweb,sothatyoucaneasilyjumpbackandforth.PublicsectorusecasesarecrucialinthisreportbecausetheyprovidetheexamplesandtheinspirationneededtomoveaheadandapplytheTechnoVisiontrends.Oneachtrendpage,twocasesarefeatured:oneinwhichCapgeminihasbeeninvolved,andoneexternal,openly-publishedcase.Eachcaseisdescribedinthesame?ow,stayingtruetoourBeLikeWatertheme:?“TheStorm”describesthechallenge?“TheWave”addressesthewaythetrendhasbeenappliedtodealwiththechallenge?“TheSurf”outlinesthebusinessimpactcreatedThetrendpagesareprecededbytheircontainerpages,inwhichanoverviewisgivenoftheentiretechnologyareaanditsimpactonthepublicsector.Our“expertsinresidence”hadnoproblemswhatsoeverin?ndingcases.Infact,theyfoundsomany,thatcruel,painfulchoiceshadtobemadeto?ttheformat.Eachexpertisprominentlyincludedonthetrendpage,hencedonothesitatetoreachouttothemifyouareinterestedinmorecases–theywillgladlyaccommodateyou.Wantevenmore?Ifyoustillpossessanunabatedappetiteformore,lookoutforpostsandarticlesfromourcommunityofTechnoVisionexpertsaboutyourfavorite37buildingblocks.Or,ifyouareluckyenoughtorunintothecolorfulTechnoVisioncardboardboxes,scantheQRcodeoneachblocktotakeyoudirectlytotherelevantmaterials.YoumightevengetyourhandsononeoftheseuniqueTechnoVisioncarddecks.WealsoinviteyoutojoinanyvirtualsessionorlookfurtherintoapplyingTechnoVision,todivedeeperwithus.Comeonin,thewater’sjust?ne!9YOUEXPERIENCEReadTechnoVision,themainreport,foracompleteoverviewofthistechnologycontainer.10

TECHNOVISION2022-23:PUBLICSECTOREXPERIENCE2Embracinguncertaintyisoneofthekeyaspectsofdesigningnewexperiencesthatprovidehabit-changingsignaturemoments.Witheachnewtechnology,thepossibilitiesforinteractiongrow,asdotheexpectationsofusers.Understandingtheseexpectationsinrealtime,predictingtheusers’intentionsandtheirhiddendesiresarekeyforwhatwecallExperience2.Ithasbecomeeasierthanevertocreatehyper-personalizedexperiencesbyusingthelatestdevelopmentinrealtimedata,smartalgorithms,intelligentautomation,IoTnetworksandtheemergingimmersivetechnologies.InternalUseCase:#MyHelsinki–Helpingpeople?ndthebestofHelsinkiCityofHelsinki(Finland)TheStorm:AlthoughHelsinkihasmuchtoo?ertourists,thecitylacksinternationalprominencecomparedtoneighboringcountries.Infact,itwasprovingdi?cultforoverseasvisitorsto?ndthebestandhiddenspotsbesidesthewell-knownattractions.TheWave:ThecityofHelsinkipartneredwithIdean,partofCapgeminiInvent,toenvisionanapptohelppeopleexperiencethebestofthecity.OneofthekeyfeaturesoftheMyHelsinkiAppisMyHelsinkiLists,o?eringavisualmapoffavoriteplacestobecreatedandsharedbyanyone.GovernmentscanmakeuseofthisevolutionbycreatingtheirownversionofExperience.2Immersivetechnologieslikevirtualreality(VR)orthemetaversecandeliveraphysicalexperiencethathelpsovercomereal-lifelimitations.Itmightbetrainingcitizensridingtheirbikesthroughheavytra?candcollectingrealbehaviordatatoimprovetheplanningoffuturestreetlayouts.Oritcouldbehelpingchildrenovercomethelimitationsoftheclassroombysimulatingdi?erentnatureenvironmentsandlettingthemexploretoformanewkindofenvironmentalliteracy.TheSurf:Thesuccessofthelocalguideledtoa19%increaseintourisminsixmonths.#MyHelsinkiwasalsotaggedover150-thousandtimesinsocialmediaandthewebsiteexperienceda1,935%growthinsitevisits.Aminiprogram,helpingtoplanthefulljourneyofavisitor’sholiday,wascreatedespeciallyfornon-Englishspeakers.ExternalUseCase:ResearcherstestvirtualrealityAdaptiveFlightTrainingStudy(2018)U.S.defenceorganization(AirForce)Likebrandloyalty,citizenswillvaluetheimmersiveexperienceso?eredbytheirpublicserviceproviders.They’llfeelatthecenterofanexperienceperceivedasexclusivelydesignedforthemand,inturn,willprovidedeepinsightsintotheirneedsandintentions.TheStorm:Flighttrainingistime-consumingandresourceheavy.Anadaptive?ighttrainingstudyatColumbusAirForceBaseaimedto?ndoutifaVRenvironmentwouldhelpadultslearnatorabovetheratestheywerecurrentlylearning.TheWave:TheAirForce’sadvancementintrainingandeducationthroughVR:Thethreetestgroups?ewfoursimulations;the?rstsimulated?ightsetthebaselinesothedatacouldbecomparedtotheotherthree?ights.Thetaskwasto?yabasicsortiearoundColumbusAirForceBaseandlandsafely.TheSurf:Thevirtualrealityenvironmenthelpedthe?yingstudentslearnmoree?ectivelyandatafasterratethanthetraditionalmethods.FlorianBemmExpertinResidence,Germany11ME,MYSELFANDMYMETAVERSEThenextgenerationoftheinternetisexpectedasavirtualworldthataugmentsreallifeandblurstheborderbetweenvirtualandphysicalworlds.Seeminglyboundlessliketheocean,themetaverseisaccessiblebyanyone,anytime,anywhereandonanydevice.Ito?ersrealisticembodiment,asenseofpresence,space,andemotion;everythingthatwaslackinginthelegacy,?at,2Dexperiences.Consequently,theplatformcouldcreateaprofoundimpactonthewaywelive,work,andcollaborate.InternalUseCase:Meet-upMetaverse–PoCbyAIEBrazil(2021)EducationalstakeholdersTheStorm:DuetotheCovid-19pandemic,studentsweren’tabletointeractwithlearningmaterialsintheclassroom.TheWave:TogetherwitheducationalstakeholdersinBrazil,Capgemini’sAppliedInnovationExchangedevelopedaProofofConcepttoshowthepotentialofthemetaverseinaneducationalcontext.Thus,themetaverserepresentsthecenterofeducation,wherethestudent’sjourneycanbecreatedandcustomizedbyintegratingtheentireeducationalecosystem.Thepublicsectorisnoexceptioninthisregard.Duetoitswater-like,?uidstructure,thevirtualworldeasilyadaptstosector-speci?cneeds.Detachedfromphysicalbarriers,itenablescitizenstovirtuallyinteractwithpublicauthorities.Theplatformo?ersenhanceduserexperienceandcustomerservice,whichstrengthentherelationshipbetweencitizensandpublicorganizations.TheSurf:Enhancedlearningexperiencethroughvirtuallyvisitingtheacademicinstitution,formingstudygroups,andinteractingwithlearningmaterials.ExternalUseCase:SouthKorea’smetaverseecosystem(2022)SouthKorea’sgovernment(MinistryofScienceandICT)Todayonlyafewpublicorganizationsarecurrentlyplanningorusingtheplatform.1However,acceleratedbyrecenttechnologyadvancements,mainstreamuserequiresthemetaverseecosystemtocollectivelyassesscriticalchallenges,includinginteroperability,beinghack-proof,privacy,ethics,andsocietalconcerns.TheStorm:Currently,SouthKoreancitizenscannotdealwithcivilcomplaintsandconsultationsvirtually.Evenduringthepandemic,theyhavespentalotoftimevisitingauthoritiesinperson,whichalsomakesitmoredi?cultforpeoplewithphysicaldisabilitiestousepublicservices.TheWave:By2023,Seoulwantstocreateametaversewherecitizenscanmakeuseofpublicservicesvirtually,visitavirtualcityhallasavatarsbyusingVR(digitaltwin)andattendmajorfestivals.TheSurf:SouthKorea’smetaversehasthepotentialtobringmanyadvantagestothecountry,includingavoidingtheneedforcitizenstophysicallyvisitauthorities,potentiallycreating1.5millionjobs,andproducingover40,000professionalsthatspecializeinthenascentspace.EtienneGrassExpertinResidence,France1Asanexample,Seoulannouncedthatit’llspend$3.3billion(3.9billionWon)by2030tobecomeametaversecity.12TECHNOVISION2022-23:PUBLICSECTORNOFRICTIONUsingsmarttechnologies,publicsectorservicescanbecomepersonal,seamless,andautonomoustotheextentthatwhendesiredtheycanblendintothebackground.InternalUseCase:STEP:PredictingBedAvailabilitywithAIRegionalhealthagencyinFranceUtilizingtheplethoraofdataavailabletoorganizations,individualpreferences,locationservices,andIoT,theirservicesbecomeawareofyourpersonalenvironmentandcandeliverhighlycontextualizeduserexperiences,ifyouwishandaskforit.TheStorm:Theuncertaintyofbedcapacitychallengeshospitalsandhealthauthorities,bothonamedicalandlogisticlevel.Strikingtherightbalancebetweenscheduledand(urgent)unscheduledcareduringmedicalbottlenecksiskeytosavinglives.Trustthat“theauthority”usesyourdataethicallyiscriticaltolargescaleuseradoption.Transparencyaboutthesourcesofdata,automationtechniquesandAI’susearekeytouserconsentandthenbuildingandmaintainingtheirtrust.TheWave:TheAgenceRégionaledeSanté(ARS)?le-de-FrancepartneredwithCapgeminiInventtoapplyAItomonitorandanticipatebedcapacityacrosstheregion–alsofeaturingapredictionfeaturetoproactivelysteerthehealthshipthroughthestorm.TheSurf:Theproject’sanalyticscapacitiesmadeitpossibletomakeprojectionsbasedonpredictionsofepidemiologicalmodelsinordertomaintainaminimumofavailablebeds.Suchscenariosforincoming?owshelptoavoidemergencyovercrowdingandallocatescarceresourcesmoree?cientlytomanagepatients’staysandsupport.Theapproachalsodrivesbetterdecisionmakingandforeseestheimpactofnewcon?nementstrategies.Thesedata-poweredfrictionlessuserexperiencesarewhollydependentonthe?uidexchangeofdata–betweentheauthority,theuser,andtheecosystemtheysitin.Todeliveranoptimizedservice,equallevelsofsmartdataanalyticsarerequiredwithin“theauthority.”Theinterplaybetweenthefrictionlessuserexperience,theserviceprovider’sanalytics,andcontinuousproductdelivery–allwithastrongethicalbackbone–iswhatwilldi?erentiategooduserexperiencesfromthosewithNoFriction!ExternalUseCase:UbiGo:LaunchofMaaStravelserviceinStockholmCityofStockholmTheStorm:Mobilityandsustainabilityaremajorglobalchallenges.Giventhecontinuedtrendofurbanizationandincreaseddemandfortransportation,citiesmust?ndsolutionsforrelatedissuesofemissions,noiseandcongestion.TheWave:ThecityofStockholmlaunchedaNewMobility-as-a-Service(MaaS)projectintroducingUbiGo,anappthatcombinestransportoptionsfromdistinctproviders.TheSurf:Reducingtheneedforaprivatecarhasimmediatee?ectsontheenvironmentcontributingtoamovetowardssustainablemobility.Foritscommitmenttosustainability,UbiGoalsoreceivesfundingfromtheEUHorizon2020CIVITASECCENTRICprogram.Furthermore,ithasapositiveimpactonthetraveler'sexperience.AfterasuccessfulpilotinGothenburgandrolloutinStockholm,the?rsteverdeploymentofMaaS,theshareofusersthatwereverysatis?edwiththeiroveralltransportexperienceincreasedfrom17to50%.Dr.MichaelOsborneExpertinResidence,UK13IFEELFORYOUAIcanautomateandacceleratemanyprocesses.Weallknowthat.Butsometimes,wetendtogeneralizeandassociatebotsorAIonlywithcustomer-orientedprocessessuchassalesorsupport.Thetruthisthatthesetechnologiescanhelpusinatailor-madeway,withspeci?cattentionnotonlyonoperationale?ciency,butalsohumanspeci?ccontextsandreactions.WithemotionalAI,feelings

andsituationsmergewiththeprocessandthesearchforasuitableoutput.InternalUseCase:Botti–ChatbotforChildrenCapgemini-supportedproofofconceptTheStorm:Mostchildabusevictimsarebetweensixandthirteenyearsold.Atthisage,childrenoftenlackthecapacityandcourageto?ndandcontactappropriateinstitutionsontheirown.Asenseofshamealsooftenmeansthattheyaretooinhibitedtospeaktosomeoneabletohelp.Whodoesn’tstrugglewithbureaucraticprocesseswhendealingwithgovernmentalservices?Itcanbearealpain,andgetyoustuck,right?AuroraAIhelpsinproactivelyacknowledgingdi?cultiesandsolvingthem–togetherwiththecitizen.Butintelligencealsocanbecomeawareofadjustinginteractionstothemostvulnerableinoursociety,suchasBotti,achatboto?eringchildrenasafespacetotalkinhighlydi?cultsituations.TheWave:Botti

isaprototypebuiltwithinthecontextoftheGermanWirVsVirushackathonin2020,allowingchildrentocommunicateanonymouslyandindependently,regardlessofgeographyortime.Thechatbotasksprogressivequestions,adaptingtothechild’sreadinesstoshareinformation,andbuildsonhowtheyfeel.TheSurf:Giventhelowerinhibitionthreshold,childrenareencouragedtoseekhelpatanearlierstage.Creditedforitseasyscalabilityandthemixbetweennewtechnologiesandachatbotinterface,thePoCwonaprizeatthe#Wirfürschulehackathon.We’llkeepour?ngerscrossedforyouAI,sowecanobservemanymoresuchinitiativesinthefuture.Initiativesthatwillmakeourliveseasier,safer,orsimplyhappier.ExternalUseCase:Towardsahuman-centricsocietywithAuroraAIFinnishMinistryofFinanceTheStorm:TheFinnishsupplyo