transitioning from a pilot into a system that is part of business operations takes 3-5 years
    ``innovation gap'' (``innovatiekloof'')
feedback on AI system from citizens might actually be about business rules and policies as implemented, and would require a revision of those before a tech system can be adjusted
ensuring citizens that do a report are actually talking to a human
    REDACTED: compare to the policy knot (Jackson et al., 2014)         
    having a team member available for questions has a cost, and will have to be implemented despite work culture and bureaucracy
current appeals channels are often limited by sending a paper letter
algorithm register aims to create transparency
    project leads struggle to make time to enter information
    project leads are afraid more transparency will lead to negativity from society
    questions can be asked via email and are answered within 1-1.5 month
current appeals procedure is stressful because you are made to feel like a criminal
parking enforcement camera cars operated by commercial company
    not clear what indicators are used to optimize their routes
    harms legitimacy if city can't be held accountable for such matters
    original contracts did not foresee the need for this transparency (new contract would)
purchasing managers perceive what they are doing as buying a service, not buying ICT, and are therefore not ensuring proper measures are enforced
three lines:
    being accountable as administrator and director
    culture change leading to multidisciplinary sociotechnical teams
    doing this together with the city
        participation, contestation, collaborative city-making
contestability interventions should take ``innovation funnel'' of governments into account
collaboration between research and government that is constructive