Designing Inclusive & Trustworthy Digital Public Services for Migrants in Finland

The Trust-M project aims to improve the integration of migrants in Finland by devising hybrid and trustworthy digital services based on conversational AI. This can strengthen social cohesion, resilience of the labor market, and economic vibrance in Finnish Society. To this end, we seek to understand how socially and culturally constructed notions of trust as well as human rights are incorporated in present-day digital public services and perceived among migrant communities. Finnish public services may not always be accessible, inclusive or trustworthy for all migrants. Using conversational interaction and hybrid service design, Trust-M will explore, create and pilot innovative AI-assisted services. The City of Espoo, as the main interaction partner, will ensure their practical relevance to migrant services and promote societal impact. Trust-M offers key insights for how to meaningfully empower and effectively integrate diverse migrants through digital public services in municipalities.