Oracle Customer Success — Ajuntament de Sant Just Desvern

Ajuntament de Sant Just Desvern

Sant Just Desvern Local Council Modernizes with Oracle Cloud

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The chatbot capability of Oracle Mobile Cloud Service resulted in much greater flexibility when arranging appointments by improving the processing speed. Plus, this has led to improved relationships with our citizens.

— Pere Galindo, IT Technician, Sant Just Desvern Local Council

Sant Just Desvern Local Council Improves Citizens’ User Experience by Digitizing Services with Oracle Cloud and Chatbots

As part of a regional agenda in Catalonia, Spain, Sant Just Desvern Local Council sought to modernize the most frequent and in-demand processes by finding a digital solution that would also bring them closer, in terms of interaction, with the suburb’s inhabitants.

The chatbot capability of Oracle Mobile Cloud helped overcome these challenges by allowing citizens to communicate with the council better using channels to which they were already accustomed, rather than having to download and learn about new apps. What’s more, the chatbot also shortened waiting times and reduced costs in the call center.
 
Challenges
  • Modernize day-to-day processes without requiring citizens to handle new apps or software
  • Introduce a system that would change the principal means of communicating with citizens that would not require management from council staff 
Results
  • Expedited the services most in demand while improving the ease with which citizens could access and utilize services with Oracle Mobile Cloud Service
  • Improved the call center experience while simultaneously reducing costs
  • Installed chatbots that have permitted council staff to focus on their efforts of dealing with citizens’ needs, knowing the platform would not stall as it was maintained by a team of experts
  • Decided to discuss contracting additional potential functions of the chatbots due to their success in improving execution times

 

Oracle Mobile Cloud Service enabled us to use chatbots, which allowed us to take one of the most important steps in the digital transformation of public administration by facilitating the opening of digital communication via channels that already exist and are common amongst citizens. By installing the chatbots, we could speak to citizens in their preferred, familiar channel with great ease and no risk of citizens being excluded.

— Pere Galindo, IT Technician, Sant Just Desvern Local Council

Execution

The execution time was reduced and citizens’ user experience improved through the implementation of a chatbot and a chat widget on the website. This process was executed by Avanttic, a Platinum Oracle partner. Avanttic successfully implemented the solution, training the chatbot and then integrating the chatbot into the back office. 

About Ajuntament de Sant Just Desvern

Headquarters

 
Sant Just Desvern, Barcelona, Spain

Employees

 
184
The Sant Just Desvern Local Council is the governing body of a municipality that forms part of the wider metropolitan area of Barcelona. It looks after a population of 17,201 citizens over an area of 7.81km2. It has among others, departments of Culture and Patrimony, Education, Housing, Sports, Economic Development, and the Environment.
 

Partners

Avanttic

Oracle Solutions Used

Published:  Aug 20, 2018