Online services made available by the public administration (PA) typically rely on standardised processes, copied from their offline counterparts and designed only from the public sector organizations’ own perspective. This often results in online services that fail to adapt to the specific needs of citizens and companies. The SIMPATICO team will address the issue by proposing a novel approach for the delivery of personalised online services. Their final goal is to make interactions with the PA easier, more efficient and more effective. The consortium is planning to combine emerging technologies for language processing and machine learning "with the wisdom of the crowd".