ISSS.KOM Intelligente Self-Service-Systeme in der niedersächsischen Kommunalverwaltung


As customers, we interact numerous times with intelligent digital interfaces in our everyday lives without consciously noticing them, e.g., smart phones. Like private companies offer their customers modern service interfaces, public organizations shall be enabled to incorporate digital technologies that offer an efficient and citizen-friendly public services. To ensure that an intelligent self-service system in the municipal administration is valued and appreciated by citizens, it is vital to understand citizens’ preferences towards the design of these systems. ISSS.KOM tries to capture citizns’ expectations, wishes and critiques when it comes to designing a convient intelligent self-service systems (ISSS).


In ISSS.KOM, we focus on citizen-machine relationship in the context of public administration. Specifically, we aim to study the acceptance of intelligent self-service systems (ISSS) in such context. Moreover, we will measure the effect of machine’s service performance and administrative discretion on citizen-machine relationship, as well as on citizens’ overall service satisfaction.


The focus in this project is on the research and development of an intelligent self-service systems (ISSS) that provide citizens with routine administration services in the municipality of lower Saxony.

Did That AI Just Charge Me a Fine? Citizens’ Perceptions of AI-Based Discretion in Public Administration

Aljuneidi, Saja and Heuten, Wilko and Tepe, Markus and Boll, Susanne; Proceedings of the 2023 ACM Conference on Information Technology for Social Good; 2023

Why the Fine, AI? The Effect of Explanation Level on Citizens' Fairness Perception of AI-based Discretion in Public Administrations

Aljuneidi, Saja and Heuten, Wilko and Abdenebaoui, Larbi and Wolters, Maria K and Boll, Susanne; Proceedings of the CHI Conference on Human Factors in Computing Systems; 2024

Carl von Ossietzky Universität Oldenburg


Start: 01.10.2020
End: 31.12.2023

Source of funding

Lower saxony ministry for science and culture