- Innovation
The Generalitat presents an Artificial Intelligence Guide to guarantee trust, transparency and responsibility
The director of the AOC, Miquel Estape, participated on November 12 in the GrausTIC conference in the session “Smart Administration: AI and innovation in the public service”. During his speech, he shared the vision and initiatives of the AOC to promote digital transformation.
Shared services: the key to not reinventing the wheel
Estapé highlighted the relevance of the shared services offered by the AOC, which support 2.250 entities, 90% of which are small or very small. The AOC currently manages 3 million business transactions per day, which demonstrates the success of the model. Currently, 50% of the services are aimed at the Generalitat and 45% at the local level, with a clear focus on efficiency and reuse of services.
The director of the AOC highlighted that 90% of local entities are small and do not have the capabilities and resources to lead complex digital transformation or artificial intelligence projects on their own. In this context, he defended the need to offer common and shared “AI as a Service” solutions to democratize access to technology and facilitate innovation.
The experience of the citizen assistance chatbot: efficiency and savings
The AOC has incorporated a chatbot that already manages around 20.000 monthly conversations, multiplying the attention capacity by 3. This solution represents a 90% saving compared to human attention. However, in complex procedures, satisfaction remains low and human intervention is still essential to guarantee a good experience.
Governance and ethics in the deployment of AI
Estapé stressed the importance of federation, shared knowledge and the reuse of solutions as the basis for good governance. He also noted the need to guarantee the transparency of algorithms and ethical evaluation in all use cases, regardless of their impact.
The intervention highlighted that "AI" can be a catalyst for the transformation of the local world, but it must be implemented with guarantees, ethics and a shared strategy that ensures real benefits for citizens.
Local world and sovereign cloud
For his part, the deputy director of Digital Transformation of the AOC, Pep Budí, also participated in the ICT Day in Catalonia 20225, specifically in the round table “Digital transformation in the local world: Moving towards the common and shared“. Supramunicipal entities and administrations have been providing services to city councils for many years, but shared governance of digital transformation, and the provision of shared infrastructures, solutions, platforms and common services, is essential. The debate addressed the challenges to guarantee sovereign and fair digitalization that reaches the entire territory.
The AOC was also present at the “table”Sovereign and trusted cloud: what model does Europe need?", where the Deputy Director of Technology and Services of the AOC, Ruben Cortes, outlined the challenge of maintaining the competitiveness provided by the public cloud with the sovereign cloud tools that must be built and that flexibility, performance, scalability, service level and availability must be guaranteed. Rubén Cortés highlighted the need to attract European talent in order to be truly technologically sovereign.