Processes in the public sector are not easy: While unfamiliar terms and complex forms to fill in needed information make it challenging for citizens to participate in these processes without guidance, citizens’ abilities or their reluctance to complete forms are also obstacles. We propose approaches to create web-based systems providing not only the forms but also explanatory material, navigation, and process support using Artificial Intelligence techniques and Model-driven Engineering (MDE) methods. These AI techniques should act from the perspective of the citizen and not from the perspective of the administration and should, therefore, not be solitary controlled by the administration. In addition, these approaches can be tailored to support a variety of user groups, i.e., citizens with particular knowledge, the need for easier texts, or technology-averse people..