2022 26th International Conference on Circuits, Systems, Communications and Computers (CSCC)

Virtual Assistants in a Digital Governance

2022 26th International Conference on Circuits, Systems, Communications and Computers (CSCC) | 978-1-6654-8186-1/22/$31.00 ©2022 IEEE | DOI: 10.1109/CSCC55931.2022.00039

Environment
Luı́s Pimentel1,2 , Arsénio Reis1,3 , Maria do Rosário Matos Bernardo2 , Tânia Rocha1,3 and João Barroso1,3
1
Universidade de Trás-os-Montes e Alto Douro, Vila Real, Portugal
2
Universidade Aberta, Portugal
3
INESC-TEC, Pólo de Vila Real, Vila Real, Portugal

Abstract—Technological developments have had a major im- These awareness actions should be comprehensive and
pact on the intensive use of electronic equipment, networked or equity, using new technologies, which allow the mass trans-
connected to the internet, factors that have boosted the emergence mission of massify the transmission of reliable knowledge.
and growth of cybercrime. Measures to mitigate and combat the
phenomenon, taking into account its complexity and specificity, A technological system based on chatbots can contribute, in
must involve all public entities with responsibility in the sector, an efficient and comprehensive way, to the resolution of a
in a global effort to promote digital literacy in the areas of persistent problem, increasingly present in society.
cybersecurity and computer crime prevention. These compre-
hensive actions should use digital technologies based on artificial II. R ELATED WORK
intelligence (AI), such as virtual assistants, whose characteris-
tics allow the massification of information transmission, while The conception and implementation of technological sys-
enhancing the digital inclusion of users. Government entities tems, when intended for a diverse target audience, should have
are engaged in adopting technologies based on chatbots, with
their presence in several areas of public administration. Despite appropriate information channels, associated with comprehen-
the evolution, these resources have not yet been made available sive means of dissemination, as is the case of chatbots.
by the entities responsible for mitigating computer crime. On In formal learning environments several factors that con-
the other hand, although there are government programs aimed tribute to digital literacy are mentioned, with different origins,
at increasing the digital skills of citizens, namely regarding the namely in continuous learning processes, in the experience, in
protection of devices, digital content or personal data, they are
not designed for the specificities of cybercrime. In this context, a social environments, in the use of serious games or through
system based on chatbots, implemented in a digital governance interaction with chatbots. [1]
context, by law enforcement agencies, with resources shared with On the other hand, several advantages can also be mentioned
other government entities can contribute to the prevention of in the use of these virtual assistants, related to the optimiza-
cybercrime.
tion of machine learning algorithms, the reaction speed, the
Index Terms—Artificial intelligence, Chatbots, Conversational
agents, Natural language processing standardization and universality of the information provided,
the multiple configuration capacity (depending on the target
I. I NTRODUCTION audience), the interaction by text or voice and the possibility
The intensive use of electronic equipment and the wide of complementing the computer systems with processes to
offer of services provided on internet platforms has led to analyze their effectiveness. [1]
the emergence of a large number of criminal phenomena,
A. Chatbots and digital governance
related to cybercrime. Whether through simple actions or more
complex schemes, cyberdangers are part of users’ daily lives. The digital transformation, operated in many sectors of
An adequate awareness of their existence can help these users public administration, has been reflected in the implementation
to adapt their behavior in order to avoid victimization. of innovative technologies, based on AI, as well as in the
If critical thinking and careful analysis of the information approval of government programs promoting digital skills of
present in digital environments can, in some cases, overcome citizens.
these intellectual challenges, the perception of a large part of Virtual assistants, in this case chatbots, are currently seen
computer crimes is more complex. Thus, it is important to as a suitable means of promoting communication between
acquire concrete knowledge, with a view to promoting digital government entities and citizens [2], in several areas of public
literacy in the area of cybersecurity and that can guide a dili- interest. Some of these implementations have taken place
gent behavior in more complex technological environments. It in central administration, through the well-known Simplex
is thus imperative to devise appropriate forms of prevention, program [3]. In order to boost customer service and informa-
particularly with regard to how cybercriminals act and the tion provision processes, chatbots are used in the institutional
multiplicity of existing crimes. In this sense, government websites of the General Directorate of Economic Activities
entities, police forces and judicial authorities should join forces (DGAE) [4] and General Directorate of the Consumer (DGC)
and assume a more active role in promoting users’ digital [5]. Likewise, at local government level, to promote com-
literacy in the area of cybersecurity and cybercrime prevention. munication with citizens, chatbots were placed in some City

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DOI 10.1109/CSCC55931.2022.00039
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 Councils’ websites, such as the municipalities of Lisbon [6], B. The role of chatbots in preventing computer crime.
Murça [7], Vimioso [8] and Mirandela [9].
Although some software agents are used for illicit or ethi-
In this frame, it is important to mention that the websites cally reprehensible purposes, as is the case of social bots, they
of entities with legal powers to fight cybercrime, whether the can also be used in learning environments, more specifically
National Center for Cybersecurity (CNCS) [10], the Judicial in the promotion of digital literacy in the context of computer
Police (PJ) [11] or the Cybercrime Office of the Attorney crime prevention. Chatbots have been implemented in systems
General’s Office (PGR) [12], do not have any virtual assistants, that aim to inform citizens about the various types of computer
namely chatbots. crime [13], among which, specifically, in order to promote
awareness actions among children and young people [14], as
III. R ELATED W ORK well as in relation to various criminal activities that affect
adults, including more vulnerable users, such as older people.
The conception and implementation of technological sys- [15]
tems, when intended for a diverse target audience, should have
appropriate information channels, associated with comprehen- C. The trust shown by chatbots
sive means of dissemination, as is the case of chatbots.
In formal learning environments several factors that con- The relevance of using virtual assistants to promote tech-
tribute to digital literacy are mentioned, with different origins, nological systems in digital governance environments is also
namely in continuous learning processes, in the experience, in gauged by the trust that chatbots convey to their users. To
social environments, in the use of serious games or through this extent, trust is an important attribute for users to rely
interaction with chatbots. [1] on a software agent, in order to share personal information,
with a given computer system. In an organizational context,
On the other hand, several advantages can also be mentioned
trust is characterized by some fundamentals, related to belief,
in the use of these virtual assistants, related to the optimiza-
competence and integrity. These attributes, in the case of
tion of machine learning algorithms, the reaction speed, the
a careful implementation with respect to performance and
standardization and universality of the information provided,
content provided, end up also characterizing the chatbots. [16]
the multiple configuration capacity (depending on the target
There has also been an increase of factors related to trust
audience), the interaction by text or voice and the possibility
in systems based on chatbots, particularly for its integration
of complementing the computer systems with processes to
in proposals based on blockchain technology, as a factor of
analyze their effectiveness. [1]
security and authentication in the security and authentication
factor in the financial transactions sector. [17]
A. Chatbots and digital governance
The digital transformation, operated in many sectors of IV. C YBERCRIME
public administration, has been reflected in the implementation The intensive use of electronic equipment, networked or
of innovative technologies, based on AI, as well as in the connected to the Internet, as well as the specificities of
approval of government programs promoting digital skills of computer crime, have led to a generalized increase in the
citizens. number of victims, of all ages, social or academic conditions.
Virtual assistants, in this case chatbots, are currently seen [18]
as a suitable means of promoting communication between
government entities and citizens [2], in several areas of public A. The rise of cybercrime
interest. Some of these implementations have taken place
in central administration, through the well-known Simplex According to the Cybersecurity in Portugal, Risks and
program [3]. In order to boost customer service and informa- Conflicts 2020 Report [10], prepared by the National Center
tion provision processes, chatbots are used in the institutional for Cybersecurity (CNCS), according to Figure 1, there has
websites of the General Directorate of Economic Activities been a significant increase in cybercrime over the past few
(DGAE) [4] and General Directorate of the Consumer (DGC) years.
[5]. Likewise, at local government level, to promote com- Other government sources, such as the RASI [19], also show
munication with citizens, chatbots were placed in some City this growth trend.
Councils’ websites, such as the municipalities of Lisbon [6], The Annual Report on Internal Security 2020 (RASI) [19],
Murça [7], Vimioso [8] and Mirandela [9]. made available by the National Security Office (GNS) shows,
In this frame, it is important to mention that the websites according to Figure 2, a significant increase, over the last
of entities with legal powers to fight cybercrime, whether the decade, of cybercrime.
National Center for Cybersecurity (CNCS) [10], the Judicial The statistics presented refer only to reports of cybercrime,
Police (PJ) [11] or the Cybercrime Office of the Attorney leaving unaccounted several types of crime, called cyberdepen-
General’s Office (PGR) [12], do not have any virtual assistants, dent, concerning criminal activities committed using computer
namely chatbots. means and that do not fall under the Cybercrime Law.

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 or cognitive disabilities [21].
This reality includes a multiplicity of criminal activities that
most affect this type of victims, such as financial fraud [22],
dating fraud (romance scam) [23], e-commerce fraud [21],
financial fraud [24], involvement, even if negligent, in money
laundering crimes (money mule) [25], as well as a variety of
phishing situations (e-mail, SMS or social networks) [26].
C. Digital Literacy
In general, there are four main pillars that constitute digital
literacy, related to digital skills, digital culture, digital ethics
Fig. 1. Cybercrime data (2009 to 2020). Source: Report of Cybersecurity in and digital security [27]. Its development largely depends
Portugal - Year 2020 [10] on the involvement of education-related entities, community
organizations, government institutions, not only in the form of
socialization, but also related to other educational activities,
such as seminars or group discussions. Many of the digital
skills involve evaluating the information present in digital and
technological environments, in a critical and effective way,
such as such as the ability to use social media.
D. The importance of digital literacy
Literacy, in a pre-digital context, essentially refers to actions
related to reading and writing, however, the concept goes far
beyond the technical dimension and reaches the ability to
understand, contextualize, and be persuasive. It manifests itself
Fig. 2. Cybercrime data (2009 to 2020). Source: Annual Homeland Homeland
Security (RASI) - Year 2020 [19]. through a symbiosis of technical, social and ethical skills and
considerations, possessing a permanent capacity for adaptation
and evolution [28].
B. Incidence of cybercrime Currently, users interact permanently with electronic equip-
ment in a digital context, whether to access social networks,
In many situations, sophisticated fraudulent schemes, as
surf the Internet, shop online or simply in leisure activities.
well as as well as the advanced technological means employed
Therefore, they have to develop new forms of literacy in
in the processes make it difficult to adequately protect victims
the digital world, in order to adapt to the new technological
and electronic devices. electronic devices. On the other hand,
realities.
there are victimization factors that that can be perfectly pre-
According to CNCS [10], education and awareness about
vented, as is the case of social engineering social engineering,
cybersecurity-related phenomena are one of the fundamental
the inadequate protection of devices and services and services,
pillars for the preventive component of this phenomenon. They
as well as the existence of simple distractions.
have the ability to influence attitudes and change behavior,
1) The vulnerability of some victims: Not all users are
given the sharp growth of cybercrime.
familiar with and equipped with digital skills in the area of
cybersecurity. The diversity of computer crime methodologies V. D IGITAL GOVERNANCE
means that some are unable to adapt to the new technological Given the importance of digital environments namely in cy-
reality, so it is essential to promote their digital literacy in bersecurity issues, there has been the implementation of gov-
a cybersecurity context, using, for that purpose, adequate ernment programs government programs, considered strategic,
accessibility factors. in the context of digital as strategic, in the context of digital
Regarding young people and children, there is already some governance.
awareness on the part of parents and school environments,
which, through simple parental supervision or sensitization, A. Digital Skills Programs
end up by mitigating mitigate some of the existing risks. Government entities have resorted to measures to promote
The problem arises when certain types of crime reach citizens’ digital competencies. One of the programs refers
incautious and more vulnerable users, unaware often unaware to the National Digital Skills Initiative e.2030, Portugal (IN-
of the simple forms of criminal action or of the basic basic CoDe.2030) [29], approved by the Resolution of the Council
norms of cybersecurity. of Ministers No. 26/2018, of March 8, whose main goal is
In this context, one of the segments of the population that to respond to the diagnosed needs on digital skills of the
is vulnerable relates to users who do not have any digital any Portuguese population.
digital skills, who are older [20] or suffer from who suffer The Dynamic Reference Framework of Digital Competence
from any form of disability, either motor or cognitive motor (DDRSCF) was also created, with a view to the adoption by

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 Portugal of the European Framework of Digital Competence implement the preventive actions and implement the preventive
for Citizens (DigComp 2.1) [30], especially with regard to actions deemed most appropriate [34].
the concepts referring to various levels of complexity and
autonomy of users, in the context of digital skills. VI. S YSTEM FOR THE PREVENTION OF COMPUTER CRIME
BASED ON CHATBOTS
Although cybersecurity and cybercrime are not directly
addressed by these measures, the DCFR refers to the concrete The system now proposed, considered feasible, fits perfectly
need to implement measures that promote digital competencies into current digital governance strategies and intends to fill a
in several areas of security and privacy, namely regarding gap in existing policies for the criminal prevention criminal
device protection, digital content or personal data. prevention of computer crime.

B. The entities involved in the prevention and fighting com- A. System Architecture
puter crime The architecture of this system, as shown in Figure 2, is
based on development of a chatbot on the website of the
Possible measures to be implemented in the area of cyberse-
promoting police entity to disseminate information appropriate
curity and computer crime prevention, taking into account the
to the purpose outlined purpose, concerning the prevention of
specificity of the matter, should not be exclusively limited to
computer crime.
the central government. Other public entities, with competence
The contents to be disseminated are developed by this
in certain areas of cybercrime mitigation, should contribute
police with the involvement of other government agencies with
with concrete initiatives to combat the phenomenon. These
responsibility in the area, i.e. the CNCS and the Office of
preventive awareness strategies must be framed in high stan-
Cybercrime of the OPG. PGR.
dards of knowledge, through a coordinated involvement.
Besides the intrinsic issue of factors that drive accessibility
The Polı́cia Judiciária (PJ) has reserved powers, which already accessibility already mentioned, the content produced
cannot be may not be deferred to other police forces, for should also should be present on the institutional website of
the investigation of ”computer and investigation of ”computer the promoting entity.
crimes and crimes committed with the use of computer tech- This information, deemed reliable, constitutes a solid solid
nology” [31]. knowledge base that will feed the source of information for
In turn, the National Center for Cybersecurity (CNCS), all virtual assistants.
integrated and under the dependence of the National Se-
curity Office (GNS), ”has the mission of contributing so
that the country uses cyberspace in a free, reliable and safe
way, through the promotion of the continuous improvement
of national cybersecurity and international cooperation, in
conjunction with all competent authorities, as well as the
implementation of measures and tools necessary to anticipate,
detect, react and recover from situations that, given the immi-
nence or occurrence of incidents or cyber attacks, jeopardize
the operation of critical infrastructures and national interests”
[32].
Regarding judicial authorities, such as the Public Prose-
cutor’s Office, they also have an active role in coordinating
many of the investigations, as well as in preventing computer
crime. The Cybercrime Office, coordinates the cooperation
of the activity of the Public Prosecutor’s Office in the area
of cybercrime, under the direct guidance of the Attorney
General’s Office (PGR). This office has as its main function
”the internal coordination of the Public Prosecutor’s Office
in this area of crime, specific training on the subject and the
generic establishment of communication channels with service
providers of access to communication networks, to facilitate
their collaboration in criminal investigation” [33]. Fig. 3. Diagram of the system for computer crime prevention, based on
In line with this framework, it is important to emphasize chatbots.
the importance of police entities, in this case the PJ, taking
into account its experience in the investigation of this type One of the innovative aspects of the system relates to the
of crime. This entity is also endowed with legal powers to sharing resources between state agencies. Parallel to the main
determine the most effective ways to combat the phenomenon, chatbot, other governmental government entities can easily
determine the best means to develop investigations, as well as integrate the same technology by sharing resources present

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 in the original instance of the virtual instance of the virtual programming of layouts, associated with a search and visual-
assistant, either by API or Srcipt, thus massifying the the ization interface, without the need to write or use keyboards,
desired effect. enables the use of the system by users who may present
eventual difficulties of interaction with computer systems.
B. Implementation and technical solutions
In this sense, as shown in Figure 4, there is the implemen-
Some efficiency and security issues should be evaluated tation of a of a knowledge tree suitable for navigation and
when implementing the system. The nature of the data and knowledge direction through touch (or mouse click), with the
content to be shared do not have associated confidentiality use of with the use of labels, adequately structured, in terms
attributes, and therefore it is deemed appropriate to implement of size and structured, in terms of dimension and content, in
the system in line with the new paradigms of Software as a order to enable the full integration of all users.
Service - SaaS, in order to increase the efficiency of the entire
project. VII. C ONCLUSIONS
There are several technologies and platforms that allow
the implementation, configuration and management of virtual Above all, it is important to emphasize the innovative aspect
assistant resources, as is the case, among others, of IBM and effective viability of the idealized system, in a context
Watson Assistant [35], Amazon Lex [36], Amazon Polly [37], of digital governance context. It would certainly represent an
Dialogflow (Google) [38], Amelia [39], Nuance [40] or LUIS added value in the and importance of promoting concrete
(Microsoft) [41]. measures for digital literacy and literacy and digital skills
The IBM Watson Assistant [42], present on the IBM Cloud among citizens, in the area of cyber cybersecurity, with the
platform, equipped with artificial intelligence, has charac- concrete goal of preventing computer crime, a phenomenon
teristics that are adequate to the the functionalities to be crime, a phenomenon that is growing widely and worryingly
implemented, namely regarding the configuration of as to the in all sectors of society growth in all sectors of society.
configuration of the respective layout. Its easy integration As we have seen, the underlying complexity of certain crim-
platforms, either by API or Scipt, its high security and inal criminal actions calls for greater attention from govern-
authentication and authentication standards, as well as the ment authorities, in order to promote authorities with a view to
possibility of using the use of the base version with 10,000 promoting concrete actions. Despite there are some programs
monthly requests, free of charge requests per month, free of that aim to promote digital digital skills among citizens, they
charge, during the testing phase, make IBM Watson Assistant do not directly target the phenomena of the phenomena of
a solution for the initial projection of the system. computer crime. On the other On the other hand, despite the
existence of chatbots in several public services public services,
C. Chatbots in promoting accessibility
either at the central or local government level, this technology
The importance of factors related to accessibility, usability, technology ends up not being present in the entities with
and user experience, especially with regard to the existence responsibility in mitigating these criminal phenomena.
of possible disabilities, even cognitive ones [43], are also In this context, the entities responsible, in national territory
considered in the system. for cybersecurity and investigation of computer crimes, in this
case, the crimes, in this case, the PJ, the CNCS and the Office
of Cybercrime of the PGR, have all the conditions, either at the
technical or legal level, to contribute to preventive strategies
to raise awareness of cybercrime, to contribute to preventive
awareness strategies.
To this end, the characteristics listed above about virtual
assistants, as well as the virtual assistants, as well as their
proven usefulness in the context of e-government context of
e-government, make chatbots an option to be taken into the
promotion of digital cybersecurity literacy and cybercrime
prevention. cybercrime.
Equal access to these resources, by the whole polution, is
safeguarded, is safeguarded. Firstly, the use of the chatbots
themselves and their configuration, in terms of layouts are
Fig. 4. Mixed layout of the chatbot, with navigation labels and knowledge
direction.
attributes considered adequate in factors that promote usability
and user experience. On the other on the other hand, there is
Thus, on the one hand, we have the virtual assistants, also the sharing of knowledge and technology necessary for
characterized as an adequate tool for the comprehensive dis- the replication of other virtual assistants, in various govern-
semination of information and promoters of digital inclusion, ment platforms, either by API or by Script.
at the same time that it is possible to adapt their own layouts Thus, we can easily conclude that the idealized system
and functionalities to the generality of users. The mixed system can contribute to the promotion of a true and universal

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