Ayuntamiento de Madrid
Public Administration
Conversational assistant "Decide Madrid"
In the current context, the digitalization of municipal services is undergoing a notable transformation, driven by the growing demand for more agile and personalized interactions between city councils and their citizens. This push towards improving digital communication arises from the recognition that public services must be not only accessible but also efficient and aligned with modern expectations of speed and ease of use.
In this scenario, adaptability and immediate response to citizen needs become crucial elements for community satisfaction and well-being.
Esta sofisticación de la demanda evidencia la urgencia de adoptar herramientas digitales que no solo mejoren la experiencia del usuario, sino que también optimicen los procesos internos. Through this approach, Public Administrations are laying the foundations for a future where interaction between city councils and citizens is more dynamic and effective, marking an important milestone on the path towards optimizing digital public services.
Challenge
The Madrid City Council is at a key stage of digital innovation, focusing on enriching interaction with its citizens and optimizing the efficiency of its communication processes.
En este contexto, se ha identificado la necesidad de implementar un asistente conversacional dentro de su plataforma de participación ciudadana “Decide Madrid”, un proyecto que busca transformar la manera en que los madrileños se involucran y contribuyen a la toma de decisiones de su ciudad.
This challenge implies the need to integrate a technological solution that facilitates a real-time monitoring system, accessible and adaptable, thus allowing continuous tracking of citizen requests and queries. The goal is to offer a fluid and personalized user experience that not only improves citizen satisfaction but also promotes active participation in municipal affairs, reflecting a commitment to transparency and efficiency in public management.
Solution
To address the challenge of improving interaction with citizens through the “Decide Madrid” platform, Foqum has developed an innovative solution that redefines municipal digital communication.
An advanced database of intents and themes has been implemented, complemented by a CRUD interaction API. This technology allows municipal technicians to directly and easily modify the behavior of the conversational assistant, continuously adapting it to the needs and queries of users.
This solution not only facilitates more efficient management of interactions with citizens but also elevates the quality of service offered by the city council. By enabling real-time adjustments and ensuring accurate and personalized responses to queries, we are significantly improving the user experience.
The result is a more fluid and effective communication that strengthens the relationship between the city council and the community, while promoting greater citizen participation in municipal managemeny.
