This paper describes the current beta of Helping Answers Decision Service (HANDS)

which is an online communication service offered by Public Bodies (PBs) to their

users/citizens, based on advanced Natural Language Processing (NLP) techniques. The end users access HANDS through the Public Body’s web site, and type their questions on the keyboard using everyday language.It focuses on advantages of using Natural Language Processing (NLP) over keyword-based question-answering techniques in terms of increasing the potential for take-up from all citizens, not just the most literate or IT skilled