A business and IT architecture model supporting public organizations introducing language technologies

Abstract

Language technologies and tools, such as text mining, information extraction, and question and answering systems, are becoming mature and should be ready for deployment in public organizations. However, it is not obvious how these technologies can be applied for improving customer service and case handling processes as well as supporting an organization’s proactiveness and strategic decisions. In this paper, we present a business and IT architecture model. The model introduces an overview of the roles, information and IT systems commonly used in public organizations for citizens’ interaction. We furthermore extend the model to show how language technologies can be used for supporting operational and strategic processes in public organizations. The model and its extension are based on and exemplified by cases from Swedish public organizations.