The Viladecans City Council has made a set ofguided assistants who offer personalized guidance before starting a procedureThe solution helps identify the appropriate procedure, reduces errors and avoids unnecessary travel and consultations.
Some municipal procedures, such as those for the population register or building permits, present multiple casuistries that generate doubts and often give rise to incomplete or incorrect applications. To respond to this challenge, Viladecans has developed a system of assistants who guide each person to the appropriate procedure, also indicating the requirements and necessary documentation before starting it.
This solution is documented in theDigiCanvis Observatory as an innovative initiative of the local administration.
That is?
The solution consists of digital assistants, based on decision diagrams and integrated into the municipal electronic headquarters.
Currently, Viladecans City Council offers assistants in three areas: registration procedures and management, building and urban planning licenses and digital identity. In the most complex procedures, an initial assistant helps identify the person's situation and directs them to the most appropriate specific assistant.
The operation is very simple:
- The person accesses the assistant from the electronic office.
- Answer some questions that allow you to identify your situation.
- The assistant indicates which procedure is required, the necessary documentation and how to submit it.
- If necessary, it also provides guidance on the most appropriate digital identification system to complete the electronic procedure.
The creation and maintenance of the assistants is done through a platform that incorporates AI functionalities to facilitate the construction of decision diagrams, and the multilingual translation of the contents. In all cases, the assistants are reviewed and validated by municipal staff before publishing them.
What are the benefits?
- Error reduction. Prior guidance reduces amendment requirements and improves the quality of applications.
- Reduction of in-person and telephone support. Queries that previously required assistance are resolved autonomously, freeing up time for citizen support services.
- Improvement of the quality of public services. Expert knowledge is structured and available 24/7, making municipal procedures more accessible.
The service has been in operation since March 2025 and currently has 14 published assistants. Since its launch, it has registered an average of 39 daily consultations, which shows good adoption of this guidance channel and its potential to reduce the burden of face-to-face care.
You can learn about the key aspects to implement this initiative in the sheet AI-guided assistants to guide municipal processing of the DigiCanvis Observatory.
