Software AG Case Studies A Municipal Digital Transformation Boosts Medellin’s Quality of Life

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	A Municipal Digital Transformation Boosts Medellin’s Quality of Life Software AG

A Municipal Digital Transformation Boosts Medellin’s Quality of Life

Software AG

Technology Category	Application Infrastructure & Middleware - API Integration & Management
Applicable Industries	Cities & Municipalities
Applicable Functions	Business Operation
Use Cases	Smart City Operations Public Transportation Management
Services	System Integration
Challenge	Medellin, the second largest city in Colombia, was facing a number of challenges in its quest to become a Smart Digital City. The city's citizens were demanding better public-private cooperation and communication, public services accessible and accountable through the web, and a government able to respond to requests quickly and without mistakes. The existing processes for citizens to interact with the local government were cumbersome and error-prone. A concerned citizen would submit a paper request in person—with no telling how long it would take to get a response, if ever. Without tracking or a coordinated workflow, some requests were lost in a sea of paper. Read More
About Customer	Medellin is the second largest city in Colombia and capital of the Antioquia department. It’s a city that loves innovation and shows this proudly to rest of the country. With over 3.7 million inhabitants, Medellin has received numerous awards in recent years, including topping a list of 200 global contenders to be named the Urban Land Institute’s 2013 Innovative City of the Year. Already recognized by the UN for its array of transportation options and the WWF for sustainable development, Medellin has recently embarked on a project to become a Smart Digital City. Read More
Solution	Medellin partnered with Software AG to build the Peticiones (requests) Quejas (complaints) Reclamos (claims) Sistema (system), or PQRS, using webMethods. The system was designed from the start to be a multi-channel platform giving citizens a direct line to their government. The city also implemented the next generation of webMethods and conducted an SAP re-documentation with ARIS. PQRS can now automate collaboration requests, activities recording, and document attachment—and even provide legal e-signatures of official responses to citizens, which empowers the concept of digital government. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Cities & Municipalities

Applicable Functions

Business Operation

Use Cases

Smart City Operations

Public Transportation Management

Services

System Integration

Challenge

Medellin, the second largest city in Colombia, was facing a number of challenges in its quest to become a Smart Digital City. The city's citizens were demanding better public-private cooperation and communication, public services accessible and accountable through the web, and a government able to respond to requests quickly and without mistakes. The existing processes for citizens to interact with the local government were cumbersome and error-prone. A concerned citizen would submit a paper request in person—with no telling how long it would take to get a response, if ever. Without tracking or a coordinated workflow, some requests were lost in a sea of paper.

About Customer

Medellin is the second largest city in Colombia and capital of the Antioquia department. It’s a city that loves innovation and shows this proudly to rest of the country. With over 3.7 million inhabitants, Medellin has received numerous awards in recent years, including topping a list of 200 global contenders to be named the Urban Land Institute’s 2013 Innovative City of the Year. Already recognized by the UN for its array of transportation options and the WWF for sustainable development, Medellin has recently embarked on a project to become a Smart Digital City.

Solution

Medellin partnered with Software AG to build the Peticiones (requests) Quejas (complaints) Reclamos (claims) Sistema (system), or PQRS, using webMethods. The system was designed from the start to be a multi-channel platform giving citizens a direct line to their government. The city also implemented the next generation of webMethods and conducted an SAP re-documentation with ARIS. PQRS can now automate collaboration requests, activities recording, and document attachment—and even provide legal e-signatures of official responses to citizens, which empowers the concept of digital government.

Impact #1	Developed a unified citizen request platform
Impact #2	Improved response rate by 1000%
Impact #3	Expanded citizen services

Impact #1

Developed a unified citizen request platform

Impact #2

Improved response rate by 1000%

Impact #3

Expanded citizen services

Benefit #1	Improved the attended request rate from 10,000 a year to over 100,000
Benefit #2	Handling over 7,500 requests a month

Benefit #1

Improved the attended request rate from 10,000 a year to over 100,000

Benefit #2

Handling over 7,500 requests a month

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Overview

A Municipal Digital Transformation Boosts Medellin’s Quality of Life

Operational Impact

Quantitative Benefit