Ajuntament de Sant Just Desvern

The Ajuntament de Sant Just Desvern (Sant Just Desvern Town Council) was the first in Spain to use the Oracle Chatbot Cloud Service to improve communication with its citizens

The pioneer chatbot of the council allows citizens to streamline the management of appointments and to process citizen registrations.

Oracle Mobile Cloud Service made the use of chatbots possible, which allowed us to take one of the most important steps in the digital transformation of the public administration, facilitating the opening of digital communication through already existing channels that are common among citizens. By installing the chatbots, we could talk to the citizens though their preferred and most familiar channel, with great ease and without the risk of excluding anyone.

Pere Galindo

IT Technician

Location: Sant Just Desvern, Spain
Inhabitants: 17,201
Sector: Public
Employees: 184

“Almost” human communication

The smart chatbots are automated conversation programs that, thanks to artificial intelligence, simulate the behaviour of communicating with a real person. Recent advances in Machine Learning allow these programs to learn from accumulated experience, providing more and more precise and correct answers.

Less waiting and with no time constraints

Citizens do not need to download any applications, as they can interact with the chatbot by accessing the web page of the Council or through the messaging tool Facebook Messenger. The new system allows appointments to be made with different areas of the Council and to process citizen registrations. A system that has reduced normal waiting time in call centres, and which makes it possible to contact from anywhere and anytime. The Ajuntament de Sant Just Desvern is predicting a significant economic impact when the tool is generalized.

Cloud as a key factor

From the beginning of the project the Ajuntament de Sant Just Desvern had a clear commitment to a cloud based system. The cloud solution delivered different advantages, such as speed in implementation and the possibility to increase consumption according to needs.