- Open administration
Generative AI: from euphoria to reality (also in Public Administration)
The information collected in the 237.742 surveys that were made during 2024 reveals that 80% of our users are very satisfied or satisfied with the AOC's servicesAmong the thirty services we offer, the most highly rated is theeTRAM, with a 90% of users satisfied or very satisfied, followed closely by theIDCAT, which obtains a 87% satisfactionThis is one of the indicators that are part of the AOC 2024 services balance sheet.
To carry out the surveys we use the Net Promoter Score methodology adapted to the specificities of the public sector.
A positive trend of improvement
Overall satisfaction in 2024 is slightly above that of the previous year, when the annual average was 78%. This continuous improvement reflects our commitment to offering accessible and efficient digital solutions, adapted to the needs of our users - public administration staff, citizens and companies.
Why is it important to listen to users?
User satisfaction is not only an indicator of the good functioning of services, but also a guide to moving towards a more efficient, accessible and accessible public administration. Listening to users' opinions helps us a:
- Identify strengths and ensure that services that work well are maintained and evolved.
- Identify aspects to improve to prioritize efforts in areas that have a direct impact on the user experience.
- Reaffirm the commitment to an administration that puts people at the center of every decision.
This 2024 we have incorporated artificial intelligence into the processing of our survey reports to improve the service, especially in the analysis, summary and structuring of qualitative comments, allowing the AOC to better understand the opinions of its users and make informed decisions to improve its products and services, in an agile and quick manner.