mAIté

Project description

mAIté is an innovative app designed to simplify access to essential public service information for individuals facing digital or language barriers. It operates through widely-used messaging platforms like WhatsApp and SMS, allowing users to get trusted information without installing any software. The app provides multilingual support, currently offering services in about 30 languages, making it accessible to newcomers and people with limited knowledge of Belgium's official languages. It addresses the challenges of navigating Belgium’s complex institutional landscape, helping users identify the right agencies and resources quickly and efficiently. By reducing confusion and ensuring access to vital information, mAIté empowers users to claim their social rights without delay or frustration. The solution is human-centered, developed in close collaboration with social actors and front-line workers to ensure it meets the real needs of vulnerable groups. It not only alleviates the burden on public servants but also helps to prevent administrative delays and errors that can result in missed opportunities for social support. mAIté’s value lies in bridging the digital divide, ensuring equity in access to digital services. The project has garnered support from key institutions like Sustain.brussels, BeCentral (WeAreFounders) and the FARI (AI Accelerator Program).

Issue addressed by the project

mAIté addresses the problem of digital exclusion and the difficulty many people face when navigating Belgium’s complex public services. Specifically, immigrants and individuals with limited digital skills often struggle to access essential information on administrative processes due to language barriers and a lack of digital proficiency.

Solution(s) brought by the project

• Multilingual information access: mAIté offers essential public service information in around 30 languages, helping people who do not speak Belgium’s official languages to understand administrative procedures. No app installation required: Users can access the information via familiar platforms like WhatsApp, SMS, and Messenger without the need for a dedicated app, making it accessible to those with limited digital skills or low-end devices. Simplified navigation of administrative systems: mAIté helps users identify the correct government agencies and resources, reducing confusion and ensuring that individuals can quickly access the right services without delays. Support for vulnerable groups: The app is specifically designed for immigrants and those with low digital proficiency, addressing the digital divide and helping these populations access their social rights. Human-centered design: mAIté is co-developed with input from front-line workers and social actors, ensuring that it addresses real needs while improving the efficiency of public servants by reducing their workload on non-core tasks. Privacy-centric approach: The app is designed with privacy in mind, ensuring that user data remains secure and is not stored, which builds trust among users concerned about their personal information. Support for frontline workers: By providing accurate, up-to-date information directly to users, mAIté alleviates the pressure on front-line workers who often have to handle requests outside their core responsibilities. Equity and social justice: The app is offered free of charge to users, ensuring that everyone, regardless of financial or digital resources, has access to crucial administrative information. Collaboration and partnerships: mAIté collaborates with government agencies, NGOs, and other institutions, tailoring its services to meet specific audience needs, including refugees and newcomers. Scalable and adaptable: mAIté can be adapted for specific use cases, such as refugees, and scaled to include new languages or regions, making it a flexible solution for diverse target groups​​​​​.

Project need(s)

• Funding: The project requires financial support to scale its infrastructure, enhance cybersecurity, and improve the app’s functionality, particularly during its pilot phases. Partnerships and collaborations: The project seeks further partnerships with government agencies, NGOs, and private institutions to tailor services to diverse audiences and expand its impact. Collaboration is also needed for data access and the co-development of specific use cases​​.