What challenges did Ayuntamiento de Valladolid face before AI implementation?

Citizens struggled to find accurate answers across complex municipal services. The council needed immediate natural-language support with strong security, regulatory compliance, and no hallucinations.

What was the impact of the AI solution?

Handles 300 to 500 citizen queries daily. Provides 24/7 support. Delivers 100% factual information by grounding responses in audited sources. Reduces pressure on phone and in-person service channels. Improves data-driven governance and citizen satisfaction.

Rank#409of 3,107

Source

GCP

Ayuntamiento de Valladolid launches “Ana” Gemini generative AI assistant for 24/7 citizen support

Use case typeCustomer service automationUpdated Jun 13, 2026

Ayuntamiento de Valladolid, the city council of Valladolid in Spain, launched Ana, a Gemini-powered generative AI assistant for municipal service support. The solution integrates Gemini with audited municipal data sources and uses BigQuery dashboards to analyze citizen queries and inform public spending and service improvements.

Organization: Ayuntamiento de Valladolid
Industry: Public Sector
Location: Spain
Published: June 2026

Reported outcomes

100%

quantified impactOther quantified impact

Strategic outcomes

Customer experience & trustProvided 24/7 citizen supportRisk & complianceDelivered factual, grounded responsesBetter decisions & insightImproved data-driven governanceBetter decisions & insightInformed service improvements and spending

Primary read

Use case focus

Showing 3 of 3

1Citizen service chatbot
2Public sector knowledge assistant
3Analytics and decision support

Citizens struggled to find accurate answers across complex municipal services.
The council needed immediate natural-language support with strong security, regulatory compliance, and no hallucinations.

LuceIT integrated Gemini with audited municipal data sources to ground responses.
Ana was deployed as a 24/7 chatbot for citizen support.
Dashboards based on citizen queries help the council identify service pain points and guide investment decisions.

Technologies

Gemini BigQuery

Handles 300 to 500 citizen queries daily.
Provides 24/7 support.
Delivers 100% factual information by grounding responses in audited sources.
Reduces pressure on phone and in-person service channels.
Improves data-driven governance and citizen satisfaction.

Architecture

LuceIT integrated Gemini with audited municipal data sources on Google Cloud. The council deployed Ana as a 24/7 citizen-facing chatbot and used BigQuery-backed dashboards to analyze citizen questions and guide service improvements. The article describes a secure cloud migration from on-premises systems.

Implementation partners1

LuceIT

Sources & evidence1

Groundedness: 5/5Type: Customer StoryPublished: Jun 6, 2026Publisher: Google CloudEvidence: PrimaryConfidence: High

Primary source

AI-generated summary. Verify important details with the linked sources before relying on this case.

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Customer evidence