PEPO: Petition Executing Processing Optimizer Based on Natural Language Processing

Yin Wei Chiu, Hsiao Ching Huang, Cheng Ju Lee, Hsun Ping Hsieh

Research output: Chapter in Book/Report/Conference proceedingConference contribution

1 Citation (Scopus)

Abstract

In this paper, we propose “Petition Executing Process Optimizer (PEPO),” an AI-based petition processing system that features three components, (a) Department Classification, (b) Importance Assessment, and (c) Response Generation for improving the Public Work Bureau (PWB) 1999 Hotline petitions handling process in Taiwan. Our Department Classification algorithm has been evaluated with NDCG, achieving an impressive score of 86.48%, while the Important Assessment function has an accuracy rate of 85%. Besides, Response Generation enhances communication efficiency between the government and citizens. The PEPO system has been deployed as an online web service for the Public Works Bureau of the Tainan City Government. With PEPO, the PWB benefits greatly from the effectiveness and efficiency of handling citizens' petitions.

Original languageEnglish
Title of host publicationSIGIR 2023 - Proceedings of the 46th International ACM SIGIR Conference on Research and Development in Information Retrieval
PublisherAssociation for Computing Machinery, Inc
Pages3150-3154
Number of pages5
ISBN (Electronic)9781450394086
DOIs
Publication statusPublished - 2023 Jul 19
Event46th International ACM SIGIR Conference on Research and Development in Information Retrieval, SIGIR 2023 - Taipei, Taiwan
Duration: 2023 Jul 232023 Jul 27

Publication series

NameSIGIR 2023 - Proceedings of the 46th International ACM SIGIR Conference on Research and Development in Information Retrieval

Conference

Conference46th International ACM SIGIR Conference on Research and Development in Information Retrieval, SIGIR 2023
Country/TerritoryTaiwan
CityTaipei
Period23-07-2323-07-27

All Science Journal Classification (ASJC) codes

  • Computer Graphics and Computer-Aided Design
  • Information Systems
  • Software

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