Introduction of AI virtual assistant on GOV.HR portal

Citizens can now communicate more easily and quickly with the public administration thanks to the new AI virtual assistant, which was successfully developed and implemented on the central government portal gov.hr

This innovative system was developed as part of the National Recovery and Resilience Plan (NRRP) project entitled ‘Establishing a one-stop shop for all public helpdesk e-services’ and marks one of the most significant milestones in the modernisation and digital transformation of the Croatian public administration.

‘The introduction of an AI virtual assistant on gov.hr represents a strategic step towards the creation of a modern, efficient and truly service-oriented public administration. This intelligent system is not only a technological novelty and demonstration of advanced algorithms, but our key bridge towards citizens. It connects the complex state administration directly to people's daily needs, turning digitalisation into real, tangible assistance that makes everyday life simpler and faster’, said Minister Damir Habijan.

The main purpose of this AI assistant is to simplify access to information. Instead of searching through articles, laws and service descriptions on their own, the system allows them to ask their questions in natural language exactly as they would do in a direct conversation with a clerk at the counter.

Whether it is information on how to request a new passport, how to enroll a child in a kindergarten or how to change residence, the assistant analyzes the entire knowledge base of gov.hr portal in a second and offers a precise, structured response with links to specific e-services.
 
Unlike the general commercial AI tools available on the market, this system is characterised by exceptional reliability and a high level of security. The virtual assistant uses only verified, official and up-to-date data from the gov.hr portal. The knowledge base is automatically updated on a daily basis, which means that any new information published by the state authorities immediately becomes available to the assistant.

‘We provide a 24/7 service to citizens - on weekends, holidays or in the middle of the night, thus completely eliminating the limitations of classic counter hours. Time is the most precious resource of our citizens, and this assistant eliminates the need for extensive reading of texts. Furthermore, it serves as a direct guide through the e-Citizens system, motivating and guiding users to perform their obligations and requests completely digitally, saving them both time and money. All this is achieved with maximum privacy protection: the system does not require or store personal data, but protects the identity of users’, added Minister Habijan.

The implementation of this system represents a continuous process of improvement with the long-term goal of raising the quality of public services and strengthening citizens' trust in digital channels of communication with the government.

With this project, the Ministry of Justice, Public Administration and Digital Transformation confirms its commitment to transforming the public sector into an advanced service that actively and intelligently assists citizens in handling their everyday life situations.

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