Sopra Steria awarded an inter institutional chatbot framework contract at FPS BOSA, a key step in the digital transformation of Belgian public services

Brussels, | minute read

Brussels, 15 January 2022

Awarded with a multi-year contract, Sopra Steria will be a key driver in the digital transformation of Belgian public services by facilitating the access of citizens and companies to government services across Europe through a bot platform architecture.

SPF BOSA - DG Digital Transformation has awarded Sopra Steria a framework agreement for chatbot infrastructure and supporting services for the next 4 years to 

  • promote a new communication channel with businesses and citizens
  • define and implement relevant use cases;
  • enable the BosaBot Pilot to evolve further within its own organisation and;
  • allow other administrations and government organisations to start working with the same, generic, building blocks.

This framework contract aims both to promote the adoption of new technology in the public sector by providing civil servants with means to facilitate the management of routine requests but also to rapidly improve the interaction of citizens with public services. With the introduction of chatbots, FPS BOSA - DG Digital Transformation seeks to bridge the digital divide that naturally arises in the digitisation of public services, by providing a simple and user-friendly approach to answering the most common questions users might have.

Thiscurrent contract, is the continuation of a pilot project Sopra Steria won in 2020 for a chatbot application that offers guidance and support to candidates wishing to apply for a job within the federal public services. In practice, the pilot based on Sopra Steria’s SSAI solution and recently deployed in production on Selor website, has made it possible to streamline the relationship between the job applicants and Selor helpdesk by capturing and automatically answering many questions that would otherwise have to be handled by the front-line call center or by back-office staff.

“Nowadays it is essential for public institutions to address the modernization of their platforms, not only for improving their internal workflows and capacities, but also to offer businesses and citizens an easier way to interact with public administrations. At Sopra Steria we are proud to support the digital transformation of Belgian public services and continue our long-standing relation with BOSA.”  Nicolas Courtin, Sopra Steria Agency Director – EU & Public Sector