AI & digital sovereignty for public clients
heronOS supports municipalities, federal states, authorities and public companies in improving service quality, accelerating processes and reducing media disruptions - GDPR-compliant, controllable and auditable.
- Citizen telephone & information: clarify, structure, forward and document concerns - 24/7
- Appointment & service processes: comprehensible user guidance instead of form frustration
- Traceable: Transcripts, logs, reporting
- Governance support (EU AI Act): roles, control points, monitoring
- Optionally also on premise
- Expandable at any time
Efficiency, security and digital sovereignty - pragmatically implemented
In the public sector, transparency, permissibility and control in operation are what count. heronOS is designed to provide digital services reliably - with clear rules, traceable handovers and auditable processes.
- Operation in the German cloud infrastructure (DE/EU)
- Certified environment (BSI C5 / ISO 27001 / KRITIS etc.)
- Tenant-separated operation, roles & rights
- Audit trail via transcripts and logs (details on the security page)
Smart citizen services: comprehensible, structured, consistent
Modern administration starts with the citizen. Digital specialists guide people through life situations, reduce queries and create clear handovers to the processing department.
Example of "citizen logic": "I've moved house."
heronOS asks for relevant points in a structured way (e.g. vehicle, parking permit, ID/address) and guides you through the appropriate process.
- Structure analogous to specialist procedures
- Fewer queries, less media disruption, more orientation
- Language-based dialog
- 80 languages
- Multichannel on the phone, chat and at the POI
- Structured data capture for faster processing - also in third-party systems
- Traceable documentation (transcript/log)
AI-supported administrative processes - humans remain in control
- Automatic classification/prioritization of receipts (use case-dependent)
- Assistance for processing: knowledge search, process handling, structured dialog
- Clear handovers (human-in-the-loop) when cases are complex/unclear
- Data protection-oriented operation: customer-specific knowledge base, defined sources
Qualified for top international standards
The heronOS solution runs in a German data center that complies with a large number of leading
national and international standards:
- ISO 27001 - Information Security Management
- ISO 27017 & 27018 - Security & data protection in the cloud
- EU Cloud Code of Conduct - Transparency & GDPR compliance
- BSI C5 - German cloud security standard
- TISAX - Security requirements of the automotive industry
- DSI vCloud (DEKRA) - Data protection & data security
- NIS Directive - Network security in the EU
- ISO 9001 - Quality management
- DIN EN 50600 - High availability of data centers
- SOC 1, SOC 2, SOC 3 - Availability, integrity & confidentiality
Security you can trust
Information security is an integral part of heronOS. The goal is an operation that remains auditable - with clear responsibilities and traceable processes.
- GDPR-compliant operation, tenant-separated, roles & rights
- Encryption at rest & in transit
- Logging/monitoring, transcripts/logs (details: security page)
- Governance support: approvals, checkpoints, monitoring (EU AI Act in view)
Operating models: Cloud standard - other models on request
- Standard: Operation in the German cloud infrastructure (DE/EU)
- Private cloud possible
- On-premise: on request
Integration into specialist processes & systems - end-to-end without media discontinuity (per project)
heronOS fits into existing system landscapes. We define which interfaces and actions are used in the scope. Specific public integrations (e.g. OZG/EfA, BundID/eID, e-payment) are feasible depending on the project.
- Standardized interfaces (e.g. REST; others depending on the system)
- Connection to specialist procedures, DMS/E-file, registers, service accounts (per project)
- Data extraction also possible in Excel, for example
- Access controls incl. token access; SSO (SAML/OIDC) is in progress (WIP)
Digital specialists in the specialist administration as internal relief (EXTRACT)
Offices, local authorities and citizens' bureaus not only serve the citizens themselves. AI can also relieve the burden on specialists in internal processing.
"ANNA" - Digital telephone exchange:
First answer, routing, callback - 24/7
The digital specialist answers calls, recognizes concerns, answers approved FAQs and routes them on in a targeted manner. This keeps your team reachable - without additional shifts.
Typical tasks:
- Answering calls, clarifying concerns, queries (data/context)
- Routing according to rules (team, location, topic, priority)
- Callback requests, making appointments/contacts (depending on setup)
- Handover to employees incl. summary
Example question: "I would like to see Mr./Mrs. X - who is responsible?"
"TIM" - IT First Level:
Self-service, ticket creation, escalation to 2nd level
The digital specialist recognizes standard problems, guides you step by step through solutions and creates tickets if necessary - structured and documented.
Typical tasks:
- Initial diagnosis (e.g. account, VPN, Outlook, printer - depending on the use case)
- Self-service instructions and checklists
- Create/update, classify, prioritize tickets (depending on the system)
- Handover to 2nd level incl. summary/log
Example question: "My VPN is not working - what can I do?"
Citizen service - always where the citizen is ...
AI specialists can be integrated right into the citizens' office thanks to avatar technology
- Web chat
- Telephone service
- Messenger e.g. WhatsApp
- Citizen apps
- As part of social campaigns
Citizen dialog where the citizen is.
24/7 in 80 languages.
Frequently asked questions
Are BSI C5 and ISO 27001 available?
Operation takes place in the Deutsche Cloud infrastructure in a certified environment (BSI C5 / ISO 27001 / KRITIS).
Is this GDPR-compliant?
heronOS can be operated in compliance with the GDPR. Third-party services are only used if they are deliberately connected by the customer.
How do people stay in control?
Via human-in-the-loop, defined rules, approvals/change logs and audit trail (transcripts/logs).
Ready to test your first digital specialist?
30-minute demo → Delivery usually within 48 hours. → 14-day free trial (can be canceled).