Amsterdam, April 17, 2025
Written by: Kamar Marouan
AI is the buzzword of the moment – also within municipalities. During the Regiotour “AI & Algorithms in Government” it became clear again how many municipalities are still looking for ways to apply AI responsibly. Not surprising, given the emergence of the European AI Act and the growing need for transparency, explainability and control.
Yet there is also an opportunity here. Because the question is not whether AI will make its appearance in the social domain – that is already happening. The question is how we design technology so that we use it as ethically and responsibly as possible. Especially when it comes to people in potentially vulnerable positions.
Take, for example, the provision of information to newcomers. Many municipalities receive dozens of questions every day: about participation, language, housing and/or work. Questions that are often repetitive, but nevertheless important. By handling these partly automatically, for example through a digital helpdesk, space is created for real contact. Less pressure on client directors, more attention for complex cases.
AI can help here. By answering frequently asked questions automatically, space is created for human contact where it is really needed. A pilot carried out by Deloitte in the social domain showed that AI applications save up to 30% of time in administrative tasks.
That kind of space is essential. Because anyone who wants to participate in society must first be able to understand where they stand. Integration succeeds only if we lower barriers, not raise them.
But AI is not a panacea. A chatbot that doesn’t take someone’s situation or background into account? That leads to misunderstanding and mistrust.
Therefore, we must remain critical: Who benefits from the application? Is the technology explainable? Are people being excluded or reinforced? As Welcome app, we feel the responsibility to protect people – and to use AI only when it contributes to integration, in a way that is ethical, careful and responsible.
At Welcome app, we work on digital solutions that do work for integration practice. Not hype, but help. Together with municipalities we build applications that reduce the workload, while maintaining personal attention. Think of targeted communication in the right language, automatic translations, and a help desk that gets smarter and smarter – but where the newcomer always remains central.
AI can contribute to inclusion, but only if we design it with care, attention and commitment.
What are your experiences with AI in municipal services? And how do we ensure that AI works for all residents?
Wondering how we handle this at Welcome app? Get in touch, we’d love to think with you.
Curious about more?
How Welcome app helps municipalities.
Municipalities are digitizing a lot. But for whom does it really work?
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