{"id":52350,"date":"2026-07-08T10:00:45","date_gmt":"2026-07-08T08:00:45","guid":{"rendered":"https:\/\/teknei.com\/case-studies\/citizen-services-at-getxo-city-hall\/"},"modified":"2026-07-08T10:46:27","modified_gmt":"2026-07-08T08:46:27","slug":"citizen-services-at-getxo-city-hall","status":"publish","type":"neuros_case_study","link":"https:\/\/teknei.com\/en\/case-studies\/citizen-services-at-getxo-city-hall\/","title":{"rendered":"Citizen Services at Getxo City Hall"},"content":{"rendered":"\t\t
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Citizen Services at Getxo City Hall<\/span><\/h2><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Challenge<\/span><\/h2><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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The Getxo City Council is facing the need to evolve its model for serving citizens in order to adapt it to an increasingly digital, demanding, and multichannel<\/strong> environment, where citizens demand immediacy, accessibility, and personalization.<\/p>

The existing model had limitations in terms of channel integration, responsiveness, and unified management of citizen relations, which made it difficult to provide a consistent and efficient experience.<\/p>

Among the main challenges identified are:<\/p>

  • To have a true omnichannel service model capable of integrating all points of contact with citizens.<\/li>
  • Reduce response times and improve the quality of service provided.<\/li>
  • To have a unified view of citizens that enables personalized service.<\/li>
  • Automate low-value interactions to optimize available resources.<\/li>
  • Ensure the traceability, efficiency, and scalability of the service.<\/li>
  • To evolve toward a more digital model, without losing the personal touch in our relationship with citizens.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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    Solution<\/span><\/h2><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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    A next-generation citizen service model has been defined and implemented, supported by a technological ecosystem based on Salesforce Service Cloud<\/strong> and Odigo<\/strong>, which enables the centralization, automation, and orchestration of all processes related to citizen engagement.<\/p>

    The solution enables an integrated omnichannel environment from which all customer service channels\u2014phone, email, WhatsApp, social media, the website, and video calls\u2014are managed in a unified manner, providing a seamless and consistent experience.<\/p>

    The implemented architecture consists of the following elements:<\/p>

    • Salesforce Service Cloud (CRM)<\/strong> serves as the core of the model, enabling centralized management of cases and requests through a single citizen profile, with a 360-degree view of all interactions and a high degree of customization and scalability.<\/li>
    • Odigo is an omnichannel contact center platform<\/strong> that manages incoming and outgoing interactions, incorporating advanced automation capabilities such as intelligent IVR, conversational bots, and natural language processing (NLP), which enable the platform to autonomously resolve low-complexity inquiries.<\/li>
    • Ambiser (METAtenci\u00f3n)<\/strong> as a differentiating layer, which enables the completion of remote procedures with full legal validity through biometric identification (facial or voice), thereby advancing the digitization of the service.<\/li><\/ul>

      The resulting model makes it possible to automate the most repetitive processes, ensuring their traceability, and frees up specialized agents to focus on higher-value interactions, thereby improving both operational efficiency and the quality of service.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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      Keys to success<\/span><\/h2><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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      • True, integrated omnichannel service, ensuring a consistent experience regardless of the channel used by the citizen.<\/li>
      • A 360\u00b0 view of the citizen<\/strong>, enabling more personalized, context-sensitive, and efficient service.<\/li>
      • Intelligent process automation<\/strong>, reducing response times and optimizing the use of resources.<\/li>
      • A significant improvement in the citizen experience,<\/strong> combining efficiency, responsiveness, and quality of service.<\/li>
      • Scalability of the model<\/strong>, which can adapt to new volumes, services, and needs without proportionally increasing resources.<\/li>
      • Secure digitization of administrative procedures<\/strong>, incorporating legally valid biometric identification mechanisms.<\/li>
      • Operational optimization<\/strong>, allowing teams to focus on resolving complex cases with the greatest impact.<\/li>
      • Ability to continuously evolve,<\/strong> thanks to a flexible architecture designed to incorporate new features and services.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t
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        Related success stories<\/span><\/h3><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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