Supporting Workflow and Adaptive Case Management with Language Technologies

Public organizations handle many request from citizens, some are routine requests, while others are more complex. To support the handling of requests workflow management (WfM) systems and Adaptive Case Management (ACM) systems may be used. However, in order to be more efficient both WfM and ACM systems may be augmented with other technologies. In this paper, we examine how the use of language technologies can support WfM and ACM in the public sector. Based on a set of case studies from Swedish public organizations, we have identified a set of language technology use cases. Each use case is describing a potential application of language technologies in public organizations, and how these technologies can be used to support WfM as well as ACM approaches in these organizations.