The complete platform for citizen service: every channel in one queue, public service numbers and hotlines with AI agents, appointment booking, video, secure messaging and translation. Plus the digital citizen office for a visit to the authority in one session. Designed for social data protection and accessibility.
Digital citizen officeCitizen service on every channelSocial data protectionAccessibility
A citizen calls because the decision letter does not match the application. Today that often means hold music, a follow-up question, a letter, an appointment. With Univerx it becomes a case that starts in the conversation and can end there too.
Result back into the case system, follow-up work through task routing
#Digital citizen office: the visit to the authority in one session
The digital citizen office brings the town hall appointment to the screen. The citizen books online, talks to the clerk by video in the browser and uploads documents during the conversation. Both fill in the form together.
Signature and fee follow in the same session, and the result lands in the case system. With the last step, the case is done. The counter stays, and citizens with little online experience get a guide instead of an online form.
Sign4 / 5
Online ID card✓ Identity confirmed
Shared view
SignatureSigned
The digital citizen office on a phone: appointment, video, upload, shared form, signature, fee.
For small and mid-sized municipalities, the digital citizen office is designed as a bookable service that municipal IT providers can offer to many councils. Several German federal states fund the development of digital citizen services.
Public service numbers and hotlines get many identical questions: opening hours, documents, processing status. AI agents answer them around the clock, grounded in Univerx Knowledge. They are disclosed as AI and hand over to people with the context.
Deadlines create waves of calls. Notifications before the due date, callbacks instead of hold and appointments instead of walk-ins take the pressure off.
Germany's Online Access Act (OZG) requires administrative services to be offered digitally as well. In customer contact this means request, identity, documents and decision come together in one case.
Social data protection. Special categories of data call for tight role rights, recording only with consent and analytics that hold up to co-determination. Univerx is designed for that; the documents for your DPIA are available on request.
Accessibility. For customer interfaces WCAG 2.1 AA is the goal. What that means for web messaging and self-service is described in the Trust Center entry on the Accessibility Act.
Transparency about AI. AI agents identify themselves as AI, and decisions stay with the officer. More in the entry on the EU AI Act.
Two add-ons join when they are needed. Semantic² reads decision letters, invoices and proofs, scanned ones included, and returns a finding: amount, rule, source location. The officer accepts or rejects it, and every decision is logged.
Invoice
Item 4 · deviating rate€184.50
FindingSample
€184.50
Rule
Rate × hours
Source
Invoice, line 4
Booking
Voucher 2026-0412
AcceptReject
A Semantic² finding: amount, rule and source. The officer decides.
Optional add-ons that matter in this industry: built on the same platform and at home in the same case.
Add-on
Semantic²
Reads the documents behind every case. Findings in euros.
Invoice
Item 4 · deviating rate€184.50
FindingSample
€184.50
Rule
Rate × hours
Source
Invoice, line 4
Booking
Voucher 2026-0412
AcceptReject
Semantic² is an optional add-on to the Univerx platform. It reads the decision letters, contracts and invoices behind a case, checks them against rules and bookings and reports deviations as a finding in euros. The decision stays with people.
Every finding with a sourceAmount, rule, location in the document and booking sit side by side. Nothing has to be taken on trust.
Structured and scannedReads forms as well as scans and photos, marking the passage it read.
Rules you knowCheck rules are readable and versioned. What is checked can be explained.
People decideNo finding is booked automatically. Accepting or rejecting is an action with a log entry.
Add-on
Univerx Channel
Identity, signature and resolution in one contact.
Sign4 / 5
Online ID card✓ Identity confirmed
Shared view
SignatureSigned
An optional add-on to the Univerx platform: a link with no download opens a guided dialogue with a shared view. Identification with the online ID card and eIDAS signatures are the goal, and the result goes back into the case. One request, one contact.
A link, not an appNo download, no account: the Channel opens in the browser on phone or desktop.
Guided dialogueThe conversation follows the request, asks only what is missing and skips what does not apply.
Shared viewBoth sides see the same page or form, with video if wanted.
Upload documentsProofs are photographed or uploaded during the conversation and attached to the case.
Building blocks
The capabilities behind it.
These capabilities and add-ons carry the solution. Each one is described on its own – with flow, use and rules.
Univerx Contact Center
Call distribution (ACD)
Rules or AI send every call, chat and email to the right queue and to the person with the right skill. You maintain priorities, hours and exceptions yourself.
AI agents understand the request, act in connected systems and hand over to people with context. On the phone as a voicebot, in chat as a text agent, always disclosed as AI.
Book, move and remind appointments online: on website, app, chatbot or voicebot, by video, phone or in person. Capacity comes from scheduling; reminders and a waiting list keep the slots filled.
Video in the browser without a download, started from chat, messaging or a running call. One-way and two-way video, screen share, waiting room and appointments; recording only with consent.
Authenticated, asynchronous conversations inside the logged-in customer portal or your app. With scanned file exchange, a history per customer, notifications without content, and retention and deletion rules.
Chat, messaging, email and calls in the customer's language, while agents work in their own. Translated both ways in real time, with a glossary for specialist terms and a transcript in both languages.
Voice menus and speech dialogues resolve simple requests around the clock. Those who need a person arrive with context, and instead of hold music there is a callback on request.
Automated reminders and notices with no agent involved: appointment confirmations, delivery status, deadlines, outage information. By SMS, email, messaging or voice message, with a way to reply.
The digital citizen office brings the visit to the town hall into one session: book an appointment online, get advice by video, upload documents, fill in the form together, sign with legal effect and pay the fee. The result goes straight into the case system.
Every request on the right channel, with the right person, with the whole context. Routing, workspace, Univerx Assist and knowledge work together in one flow.
AI agents resolve routine requests on the phone and in chat, at any hour. They are disclosed as AI, act only in approved systems and hand over with context as soon as a person is needed.
Steer back-office work the way you steer customer contacts: task routing with SLAs, workbins and tracking. Semantic² checks the documents and returns findings in euros with their source. A person always makes the decision.
Close cases that need an identity or a signature within one contact: a link with no download, identification with the online ID card and eIDAS signatures as a goal in the Univerx Channel, and the result straight back into the case.
When everyone calls at once: inform proactively, offer callbacks instead of hold, let AI agents answer the most frequent question and reset teams with forecasting and short-term scheduling. In an order that has been planned in advance.
Rules & evidence
The regulations that apply here.
How Univerx meets the requirements is in the trust center – with a status per topic and documents on request.
GDPR
Processing under Art. 28 GDPR, documents for your data protection impact assessment, retention and deletion policies and role rights. What exists you receive on request; what is a goal we call a goal.
The Univerx Channel is designed for identification with the German online ID card and for eIDAS signatures – inside the running contact, with no app to download for the Channel. It is prepared for the EUDI wallet.
Since June 2025, Germany's Accessibility Strengthening Act has applied to many consumer services. Univerx sets accessible customer interfaces as a goal: WCAG 2.1 AA and EN 301 549 for web messaging, the Univerx Channel and self-service.
AI disclosure in dialogue, human oversight, logging and model approval: Univerx is designed for the duties of the AI Act. Which risk class your use case falls into, we work out together.
A use case of the platform: the citizen books an appointment, talks to the clerk by video, uploads documents, fills in the form together with them, signs and pays in the same session. The in-person appointment stays.
Does Univerx replace our case management system?
No. Your systems of record stay in the lead. Univerx connects them through interfaces, reads from them and writes results back.
How do you handle social data?
With role rights, data residency in the EU and documents for your data protection impact assessment on request. Recording and analytics follow the agreed rules.
Do we need Semantic² and the Univerx Channel?
No. Both are optional add-ons. Citizen service on every channel, AI agents, appointment booking and video run fully on the platform. Semantic² checks documents, the Channel adds online ID and signature.
Can the online ID card be used today?
The Univerx Channel is designed for it. We discuss the status for your case in the demo; we make commitments only once they hold.
How councils and agencies resolve requests without broken hand-offs: from first contact through identification, signature and document checks to the reply, with Univerx Channel, Semantic² and a look at social data protection and written-form rules.
Broken hand-offs rarely happen in the portal. They happen at the handovers. Four building blocks close them: identity, shared view, signature and case.
Social data needs more than a tick in the privacy notice. It needs roles that fit, recording with a reason, and analytics that show topics rather than people.
