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Girona City Council has integrated artificial intelligence into the classification of generic instances received through the electronic office. This automation streamlines administrative management, reduces manual workload and improves efficiency in service to citizens.
A large number of the electronic procedures that arrive at the City Council are generic instances. The staff of the registry office must review each request, classify it and assign it to the corresponding responsible unit. This process consumes a lot of time and resources, extending response times. Thanks to artificial intelligence, 86% of the records received via generic instance have been automatically classified and assigned, gaining agility and efficiency.
This solution is documented in theDigiCanvis Observatory as an innovative initiative of the local administration.
Com funciona?
Girona City Council has launched a system based on machine learning techniques to optimize the classification and allocation of generic instances received through the electronic office.
The system works as follows:
- Registration of the generic instance. When a user submits a generic request through the e-TRAM service, it is automatically registered in the City Council's General Register.
- Data processing by the AI system. The system analyzes the “exposo” field of the instance, which contains key information about the request. This text is processed using a machine learning model, which classifies the request according to its subject matter and generates an associated probability of success.
- Automatic decision and assignment. If the probability of success exceeds the established threshold (60%), the system automatically assigns the instance to the corresponding management unit. If the probability is lower, the instance is sent to the registry office to be manually reviewed by staff.
What are the benefits?
- Improved efficiency. Automatic classification allows faster management of instances, reducing response and resolution times.
- Greater satisfaction. Faster and more accurate management of requests contributes to increasing citizen satisfaction, as people perceive that their requests are being handled efficiently.
Girona City Council has been using this system since October 2024. The deployment was gradual, starting with a pilot phase where the system worked in parallel with manual classification, in order to compare results and improve the model. After the successful testing period, the system was fully operational.
You can find out the key aspects to take into account to implement this initiative in the file Automatic classification of generic instances with artificial intelligence.