Barcelona City Council is introducing a new digital service model for thousands of municipal employees, combining automation, self-service, data analytics and Generative AI to improve technology support and simplify access to internal services.
Barcelona City Council is developing a new digital service model designed to improve the technology support and services used by thousands of municipal employees.
The Municipal Institute of Innovation and Technology of Barcelona (BIT), which is responsible for leading the council’s Digital Transformation, has selected Atos to support the project.
The initiative will introduce greater automation and self-service capabilities alongside Artificial Intelligence and data analytics, with the aim of simplifying processes, reducing response times and improving employees’ everyday experience of accessing technology services.
The project reflects a wider effort by the council to modernise its internal services and create a more agile and accessible digital working environment.
A central element will be the evolution of the council’s technology support services. Employees will be given greater opportunities to resolve common requirements through self-service, while new tools will be introduced to help support teams resolve incidents more quickly.
The programme will also introduce new face-to-face support spaces, providing an additional route for municipal employees seeking assistance.
Data will play a greater role in the way support is delivered. Advanced data analysis tools will be used to identify needs and opportunities for service improvement, allowing the council to move beyond responding to individual technology issues towards identifying wider patterns.
Automation will also be applied to repetitive processes, potentially reducing the amount of manual work required from technology support teams and allowing them to concentrate on more complex requirements.
Artificial Intelligence forms another component of the project. Barcelona City Council and Atos will explore capabilities based on Generative AI to improve knowledge management and make it easier for employees and support teams to find relevant information.
The intention is to combine these technologies with improved processes rather than treating the deployment as a standalone AI initiative.
“The Digital Transformation of an administration does not depend only on the platforms or technology we use, but also on the experience we offer to the people who work every day at the service of citizens. “This project represents a further step in our commitment to evolve towards a more agile, closer and more efficient support model, incorporating new capabilities that allow us to simplify processes, improve customer service and continue to promote innovation within Barcelona City Council,” said Emili Rubió, Manager of the Municipal Institute of Innovation and Technology (BIT).
The programme places employee experience at the centre of the council’s approach to internal technology services, with the aim of making support easier to access and reducing the time municipal staff spend dealing with technology-related issues.
It will combine self-service with traditional support channels rather than relying exclusively on automated interactions.
Knowledge management is also expected to play an important role. By improving the way information is organised and accessed, the council aims to strengthen the ability of support teams to respond to employee requests while enabling staff to find answers independently where appropriate.
Advanced analytics will provide another layer of information about how technology services are being used and where problems are occurring. This data can then be used to identify recurring issues and guide improvements to the services available to municipal staff.
At an operational level, the programme will therefore bring together automation of frequently performed processes, easier access to technology support, data analysis and experimentation with Generative AI.
According to Juan Carlos Díaz, Atos Director in Cataluña, “We are proud to accompany the Municipal Institute of Innovation and Technology in a project that will help evolve the digital experience of thousands of municipal professionals by combining innovation, automation and Artificial Intelligence.”
The project forms part of BIT’s wider strategy to modernise the internal services supporting Barcelona City Council and develop a digital operating model capable of responding to the changing requirements of municipal employees.
By focusing on the experience of the council’s own workforce, the initiative is intended to make the technology underpinning municipal services more accessible and efficient for the employees who use it every day.
