General information
Timetables, phone numbers, locations, municipal services, facilities, and frequently asked questions.
More than answering questions
What it really means to automate citizen service
The automation of citizen service consists of using technology to automatically resolve those queries and processes that do not necessarily require the intervention of a public employee.
Artificial intelligence allows for going much further than predefined responses. It can understand what the citizen needs, consult municipal information, request additional data, execute certain operations, and transfer the conversation to the appropriate department when necessary.
A conversation can go through this entire process.
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Understanding
What does the citizen need?
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Resolve
Consult municipal information
3
Execute
Appointment, incidence or other management
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Scaling up when necessary
Transfer to the appropriate municipal staff
Use cases
What an municipal council can automate
Guidance on procedures
Explain requirements, documentation, deadlines, and the appropriate procedure according to each need.
Pre-appointment
Check availability, collect information and make reservations through integration with the municipal system.
Incidents
Collect public notices, classify them and automatically send them to the corresponding system.
Transfers
Identify the correct department and transfer the call when the citizen needs human attention.
Tributes
Inform about fees, taxes, tax schedules, managing agencies, and usual procedures.
Documents and certificates
Provide guidance on registration, certificates, necessary documentation, and next steps.
Collection of household items
Resolve queries based on zone, street, calendar, type of waste, and specific service conditions.
Municipal agenda
Inform about municipal activities, events, schedules, registrations, and facilities.
Maturation of automation
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The four levels of automation of citizen service
Not all projects need to start by implementing procedures. Automation can evolve gradually as knowledge, rules, and integrations are incorporated.
Inform
Answering questions using official and updated municipal information.
Orienting
Understanding the need and guiding the citizen towards the appropriate service or procedure.
Collecting data
Request the structured information necessary to initiate a management process.
Execute
Connecting to municipal systems and completing certain authorized operations.
Omnichannel
WhatsApp
Email
Phone, website, WhatsApp and other channels
The automation of citizen service should not depend on a single channel. Each citizen chooses a different way to interact with their municipality.
Phone number
A universal channel that is especially accessible to citizens with less digital literacy.
Web
Immediate attention within the municipal portal.
Persistent conversations through a familiar channel for a large part of the population.
Classification, summary, and support for the response to citizen communications.
Internal care
Assistance to municipal staff themselves to locate information and resolve queries.
Automating does not mean forcing the citizen to use a digital channel. Technology must adapt to the citizen, not the other way around.
Intelligent telephone service
The phone as the gateway to automation
Many digitization strategies focus exclusively on the web or mobile applications. However, the phone continues to be one of the most used channels for contacting a municipality.
Voice agents with artificial intelligence allow them to answer calls using natural language, identify the citizen's intent, and directly resolve many queries without requiring them to navigate through menus of options.
When the query requires human attention, the system can transfer the call to the appropriate area.
Discover CivitPhone's AI phone system →
Use case
Pre-appointment automation
The pre-match meeting is one of the most suitable processes for automation because it combines information gathering, data collection, and integration with an external system.
The agent can identify what service the citizen needs, request the required data, check availability, and complete the reservation when integration with the appointment booking platform exists.
- Identification of the service.
- Data collection.
- Check availability.
- Confirmation of date and time.
- Additional information required for the appointment.
Use case
Automation of municipal incident registration
Incidents related to lighting, cleaning, public roads, urban furniture or municipal services usually require structured information in order to be managed.
An AI agent can maintain a conversation with the citizen, identify the type of incident and request only the necessary data.
Ciudadano explains the problem
→
AI classifies the incidence
→
Requests the necessary data
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Record the alert
Automation allows improving the quality of the collected information and preventing the staff from having to transcribe each notice manually.
AI + people
What happens when artificial intelligence cannot solve a query
A good automation strategy does not try to solve 100% % of the conversations automatically.
The key is to identify when a query needs the intervention of a person and to carry out an appropriate escalation.
- Consult outside of the available knowledge.
- Exceptional situations.
- Cases that require administrative interpretation.
- Explicit need to talk to a municipal employee.
- Detection of low confidence in the response.
Success is not measured by avoiding all transfers; it is rather about correctly automating what can be automated and facilitating human intervention when it truly adds value.
Connected automation
Integration with municipal systems
To move from answering questions to performing tasks, AI must be able to connect with the systems the city already uses.
Pre-appointment
Check availability and register reservations.
Incidents
Create alerts and transmit the collected information.
Electronic headquarters
Orienting on procedures and facilitating access to procedures.
Telephony
Manage calls, transfers, and extensions.
Tributes
Consulting information and providing guidance on tax services.
CRM / Citizen Service
Create records and maintain traceability of interactions.
Municipal knowledge
Automation depends on reliable information
Artificial intelligence cannot properly automate a process if the municipal information is incomplete, contradictory, or outdated.
That is why it is necessary to identify official sources, structure the rules of each service, and keep the knowledge used by the system up to date.
Example
A waste collection request may depend on the street, the sector, the day, the type of waste, or even certain municipal exceptions.
How to prepare municipal information for the implementation of AI →
Medición
Cómo saber si la automatización está funcionando
Automatizar no consiste únicamente en atender más conversaciones. Hay que medir si el servicio realmente mejora para el ciudadano y para el ayuntamiento.
Resolución automática
Waiting time
Missed calls
Transfers
Recontacts
Appointments completed
Incidents recorded
Attention outside of office hours
Satisfaction
Cost per interaction
Public Administration
GDPR
Protección de datos
ENS
Security
AI Act
Gobernanza de IA
Seguridad, trazabilidad y cumplimiento
La automatización de servicios públicos debe diseñarse desde el principio teniendo en cuenta protección de datos, seguridad, control de accesos, trazabilidad y gobernanza.
El ayuntamiento debe conocer qué información utiliza la solución, dónde se aloja, qué terceros intervienen y qué mecanismos existen para revisar las interacciones.
Metodología
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Cómo implantar automatización de atención ciudadana
Analizar la demanda
Identificar qué preguntan realmente los ciudadanos y por qué canales.
Priorizar procesos
Seleccionar casos de alto volumen, alto impacto y baja complejidad inicial.
Preparar conocimiento
Organizar fuentes, reglas, excepciones y procedimientos.
Integrar sistemas
Conectar las plataformas necesarias para ejecutar operaciones.
Medir y mejorar
Analizar conversaciones reales y evolucionar continuamente el servicio.
CivitPhone
Automatización de atención ciudadana especializada en ayuntamientos
CivitPhone permite automatizar la atención ciudadana combinando inteligencia artificial, agentes de voz, conocimiento municipal e integración con los sistemas existentes.
La plataforma puede resolver consultas, gestionar citas e incidencias, realizar transferencias y ayudar a los ayuntamientos a ofrecer atención 24/7 sin sustituir su infraestructura actual.
Frequently asked questions
Preguntas frecuentes sobre automatización de atención ciudadana
¿Qué es la automatización de la atención ciudadana?
Es el uso de tecnología para resolver automáticamente consultas, orientar a ciudadanos, recoger información y ejecutar determinados procesos sin que todas las interacciones necesiten intervención humana.
¿Qué consultas puede automatizar un ayuntamiento?
Información general, trámites, cita previa, incidencias, tributos, padrón, recogida de enseres, agenda municipal y otras consultas suficientemente estructuradas.
¿Automatizar significa sustituir al personal municipal?
No. El objetivo es automatizar tareas repetitivas y permitir que el personal pueda concentrarse en situaciones donde su intervención aporta mayor valor.
¿Puede la IA transferir una conversación a una persona?
Sí. Cuando la consulta requiere atención humana, el sistema puede escalarla al departamento o profesional correspondiente según las reglas definidas.
Can you manage a prior appointment?
Sí, siempre que exista integración con el sistema correspondiente y se hayan definido correctamente las reglas de funcionamiento.
¿Puede registrar incidencias?
Sí. Puede recoger los datos necesarios y crear una incidencia automáticamente en el sistema municipal cuando existe integración.
¿Qué ocurre si la IA no conoce la respuesta?
Debe solicitar más información, reconocer la limitación o escalar la consulta. Una buena automatización no debe inventar respuestas.
¿Qué canales pueden automatizarse?
Teléfono, webchat, mensajería, email y otros canales pueden formar parte de una estrategia de atención ciudadana automatizada y omnicanal.