Frederiksberg Council's Transformation of the Citizens' Digital Journey

The goal was clear: to make it easier, quicker, and more understandable for citizens to find the information and self-service solutions they were looking for.

However, in this ambition, the council encountered a number of challenges that necessitated a new approach to searching and user interaction. This led to a strategic partnership with Raffle.ai, whose innovative products have proven to be a crucial factor in improving Frederiksberg Council's digital UX journey.

The Challenge

When Citizens Lack Answers and Data Becomes a Missing Resource

Before the implementation of raffle, Frederiksberg Council found that citizens did not always find the answers they were seeking. This resulted in frustration for citizens and an increased burden on the council's resources in the form of telephone enquiries and emails.

As Pernille Hollerup, web consultant, indicates, a central problem was that the council lacked data to understand citizens' search behaviour in depth. It was unclear precisely what citizens were searching for, whether they found it, and not least what they were searching for that was not available on the site.

This lack of insight into citizens' search patterns made it difficult for Frederiksberg Council to optimise their existing content and structure. Pernille Hollerup emphasised the importance of this by saying: 

"We had a feeling where the shoe pinched, but we lacked concrete data to support our assumptions and prioritise our efforts effectively."

The Solution

Raffle.ai's Intelligent Platform for Searching and User Interaction

To address these challenges, Frederiksberg Council chose to implement raffle's Platform. At the heart of this solution is an intelligent search engine that goes beyond traditional keyword-based searching. ‍

Raffle.ai's technology ensures that it crawls the council's digital content, divides it into smaller parts (chunks), and represents them as semantic vectors (embeddings). This enables a semantic vector search, where the search engine understands the meaning behind citizens' search queries, rather than just matching words.

One of the key benefits of raffle’s Platform is its ability to deliver results instead of just links.

Using AI-powered tools such as AI Summaries and AI Chat Assistants, the Platform can present citizens with direct answers to their questions, often without them needing to click through to a specific page. This was a significant step forward for Frederiksberg Council in their efforts to make information easily accessible.

Why Raffle.ai? 

Central Factors in the Council's Decision

Several factors played a crucial role in Frederiksberg Council's decision to choose raffle.ai. Firstly, the aim to help citizens easily, quickly and understandably was central. raffle’s ability to deliver precise answers and intuitive user experiences aligned perfectly with this objective.

Secondly, the potential for better resource utilisation was an important argument. By implementing a solution that could independently find answers to citizens' questions, the council expected to be able to reduce the number of enquiries via telephone and email, thereby freeing up time for staff.

"We saw great potential in being able to automate part of the answering of citizen enquiries and free up our employees for more complex tasks."

Furthermore, raffle.ai’s focus on converting ‘insight into blind spots’ into ‘action’ was an attractive factor. The Platform gives Frederiksberg Council the opportunity to understand what citizens are searching for that they cannot find, as well as identify popular content. This knowledge is invaluable in the ongoing work to improve the content and structure of the council's digital platforms.

Finally, the conviction that raffle.ai could help to deliver more correct answers was crucial. The semantic search technology and the AI-driven functions ensured a higher relevance in search results, which improved citizens' trust in the council's digital offerings. 

"It was crucial for us that we could offer citizens precise and relevant answers to their questions. Raffle.ai's technology seemed promising in terms of ensuring just that."

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Implementation and the Initial Results

From List View to Intelligent Chat 

Frederiksberg Council has taken steps towards more dynamic user interaction by looking at alternatives to traditional list views, including the possibility of chat-based interfaces. Raffle.ai's Platform supports this development by integrating AI Chat functionality, which can provide citizens with direct assistance and guidance in real time.

A key aspect of Frederiksberg Council's UX journey has been the recognition that information is not just about keywords, but also about context. Raffle.ai's semantic search takes this nuance into account and ensures that the content matches citizens' search intent. This has meant a shift from a purely technical approach to searching to a more user-centred approach.‍

"With Raffle.ai, we have the opportunity to understand citizens' needs better and present them with information in a way that is more intuitive and relevant to them. It's not just about finding a document, but about getting a quick and precise answer.

An Ongoing Journey Towards Optimal User Experience

The partnership with Raffle.ai has given Frederiksberg Council a solid foundation for improving citizens' digital UX journey.

By implementing an intelligent search platform, the council has taken a significant step towards making information more accessible, improving resource utilisation, and gaining deeper insight into citizens' needs.

Although the journey continues, the initial results are promising, and Frederiksberg Council is now better equipped to deliver an optimal digital service to their citizens. Raffle.ai's technology has not only improved the search function but has also opened up new possibilities for interaction and communication with citizens on the council's digital platforms.