A Municipal Digital Transformation Boosts Medellin’s Quality of Life
Company Size
1,000+
Region
- America
Country
- Colombia
Product
- webMethods BPM Suite
- ARIS
Tech Stack
- Process Automation
- SAP Re-documentation
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Cost Savings
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
- Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Industries
- Cities & Municipalities
Applicable Functions
- Business Operation
Use Cases
- Public Transportation Management
- Smart City Operations
Services
- System Integration
About The 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.
The 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.
The 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.
Operational Impact
Quantitative Benefit
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