Name in original language
Flora
Initiative overview
Flora serves as the primary digital gateway for the citizens of Escobar, transforming traditional public administration into a modern, agile, and accessible service model. Developed to handle a high volume of daily inquiries, the chatbot utilises IA to interpret complex citizen needs and provide immediate, accurate responses.
The initiative focuses on three core pillars, ensuring that services are available across the most used digital platforms, allowing citizens to interact with the government at any time without physical displacement.
System Integration: Flora is deeply integrated with municipal databases, enabling real-time actions such as scheduling medical appointments, delivering diagnostic imaging results, and checking the status of administrative files.
Operational Efficiency: By automating repetitive tasks and frequently asked questions, the tool allows human staff to focus on high-impact cases that require personalized attention. Technically, the project evolved from a simple FAQ bot into a sophisticated transactional assistant. This was achieved through continuous training and the structuring of municipal data into AI-ready formats. The initiative proves that AI can be a powerful tool for social inclusion by lowering the barriers to public information and essential services.
Results, outcomes and impacts
In 2025, Flora managed 574,722 conversations, becoming the municipality’s most efficient service channel.
Key impacts include:
- Public Health: 35,000 medical appointments granted and 4,300 diagnostic imaging studies delivered automatically in the first month.
- Administrative Digitalization: Automated resolution of inquiries regarding municipal taxes (AMIP), consumer protection claims, and traffic court consultations.
- Wait-Time Reduction: A significant decrease in physical office attendance, shifting the burden from face-to-face counters to 24/7 digital resolution.
- Educational Impact: It facilitated the "Ciudadanía 5.0" program, which received 8,755 enrollments for training in new technologies and languages.
- Civic Participation: It powered the annual Participatory Budgeting program, where citizens presented 341 projects and cast 5,700 votes.
Flora has drastically improved citizen satisfaction by providing a reliable and instantaneous link to local government.
