Terms of Use – Athens Gov

The platform https://athensgov.cityofathens.gr/ hosts the digital assistant (chatbot) of the Municipality of Athens, which uses Artificial Intelligence (AI) technologies to improve the services provided by the Municipality of Athens to citizens. Artificial Intelligence is the ability of a system to reproduce human cognitive functions, such as learning, planning and creativity.

1.Nature of the digital assistant

1.1.
When you use the digital assistant, you are not talking to a human being. In the event of an emergency or if you need urgent assistance, please contact the competent authorities.
1.2.
The purpose of the digital assistant is to improve the quality, speed and accessibility of the services provided to the users of the official website of the Municipality of Athens, https://www.cityofathens.gr/.
1.3.
The digital assistant is based on OpenAI technologies and is trained on open data available on the website of the Municipality of Athens and other relevant public sources. The digital assistant is in a trial (beta) version and is continuously trained in order to improve its operation. During the trial operation, response times may vary or be subject to delays.

2.Purpose of the digital assistant

2.1.
The digital assistant is an Artificial Intelligence application that facilitates secure communication between citizens and the systems of the Municipality of Athens.
2.2.
It understands the questions submitted by citizens, searches for the relevant information and provides answers in a comprehensible manner. You may submit your questions either in writing or orally, from any device.
2.3.
You may also view the status of your requests.
2.4.
In addition, the digital assistant provides access to the electronic appointment system of the Municipality of Athens, allowing you to schedule a visit to the Municipality’s services, without however replacing the possibility of using the Municipality’s Electronic Appointments Application directly.
2.5.
The digital assistant is of a purely informative nature. Its answers do not constitute the issuance of an administrative act by the Municipality, nor official advice or an opinion of any competent body, and must not be used as a basis for taking legal, financial or administrative decisions. The Municipality of Athens is not liable for the way in which the answers are used.
2.6.
The use of the digital assistant is optional. In any case, you may use the website of the Municipality of Athens, https://www.cityofathens.gr/, and access the services of the Municipality of Athens independently of the assistant.

3.How it works

3.1.
The use of the digital assistant requires the citizen to log in using Taxisnet credentials.
3.2.
The digital assistant uses Natural Language Processing (NLP) technologies in order to understand questions and provide answers in plain, everyday language. It is trained on a knowledge base, processes the questions and provides user-friendly answers.

4.Accuracy of answers

4.1.
Every possible effort is made to provide accurate and up-to-date information. Please note, however, that the digital assistant is based on algorithmic models and, therefore, the absolute accuracy and completeness of its answers is not guaranteed. The Municipality of Athens is not liable for any errors, omissions or inaccuracies.
4.2.
The digital assistant is continuously improved through internal training and user evaluations. Users may contribute by rating the answers and thus helping to improve its operation.

5.Rules of use

5.1.
For reasons of security and in order to prevent improper use, character limits and conversation time limits apply.
5.2.
It is prohibited to submit content that:
- is abusive, threatening, slanderous or defamatory,
- is harmful to minors,
- infringes intellectual property rights,
- contains hate speech or malicious software (malware),
- in general, constitutes any unlawful content contrary to applicable legislation.
5.3.
In the event of a breach of the rules of use, the user may be temporarily blocked from using the digital assistant. In the case of unjustified blocking, you may contact the platform team.

6.What data the digital assistant processes

6.1.
The identification data obtained when the user logs in via Taxisnet are used exclusively for controlling access to the digital assistant and are neither transmitted to the Artificial Intelligence system nor stored in connection with the content of the conversation.
6.2.
No submission of personal data is required for the operation of the digital assistant. Please do not include personal information in the questions you address to the assistant.

7.Protection of personal data

7.1.
Conversations are retained in each user’s account until the user chooses to delete them. After being deleted by the user, the conversations are stored in pseudonymised form for a period of one (1) month, exclusively for the training and optimisation of the assistant.
7.2.
The digital assistant is hosted on the Public Sector Government Cloud (G-Cloud) infrastructure. No data is transferred outside the hosting infrastructure.
7.3.
No automated decision-making takes place, nor is any user profiling carried out.
7.4.
To exercise your rights as a data subject, please contact the Data Protection Officer (DPO) of the Municipality of Athens.

8.Miscellaneous terms

8.1.
These terms supplement and do not replace the General Terms of Use and the Data Protection Policy of the official website of the Municipality of Athens, which also apply to the use of the digital assistant, to the extent that they are compatible with its nature and operation. In the event of a conflict between the aforementioned terms of the official website of the Municipality of Athens and these terms, these terms shall prevail as more specific.
8.2.
These terms are governed by Greek law. Any dispute arising from the use of the digital assistant shall fall within the jurisdiction of the Courts of Athens.