Citizen service management

Suffolk County, New York partnered with Google Public Sector and UVS InfoTech to deploy CORA, a secure multilingual voice agent for local government service requests.The system uses Google Cloud Contact Center AI, Gemini Enterprise Agent Platform, BigQuery, and Google Cloud Storage to automate call intake, ticket updates, record checks, tax calculations, and staff handoff.CORA handles seasonal call surges, reduces wait times and abandonment, and supports 24/7 resident service across multiple county departments.

Suffolk CountyPublic Sector

The Municipality of Panama uses a generative AI chatbot on AWS to help employees answer construction-regulation inquiries faster and more consistently.Grupo TX designed the solution with a retrieval-augmented generation architecture, Amazon Lex for chat interaction, Amazon S3 for document storage, AWS Lambda for backend orchestration, and Amazon Bedrock for less common questions.The chatbot is embedded into the municipality's contact-center workflow and is designed to handle Spanish and colloquial language.

Municipality of PanamaPublic Sector

Axis My India built a multilingual super-app for Android and iOS on Google Cloud to help bridge the digital divide and improve access to government social welfare programs in India.The app uses Vertex AI for generative AI experiences plus Cloud Translation API, Speech-to-Text, Text-to-Speech, and Natural Language API to support voice-driven and multilingual workflows for citizens with varying literacy levels.In a pilot with the National Health Authority, the platform raised awareness, assessed eligibility, and guided registration for a public health insurance initiative.

Axis My IndiaPublic Sector

Zurich Insurance Group established a Power Platform Center of Excellence (CoE) to govern app development and automation, ensuring internal security, Data Loss Prevention (DLP) policies, and compliance through role-based access controls and segmented environments.They implemented monitoring, tagging, app lifecycle management, and shared accountability cultural practices to enable secure and scalable citizen development within the enterprise.The governance model empowers non-IT citizen developers to create impactful business apps and automated workflows safely at scale.

Zurich Insurance GroupInsurance

Companhia de Desenvolvimento Habitacional e Urbano (CDHU) in Brazil has implemented a range of Microsoft solutions including Dynamics 365 Customer Service, Power Apps, Power BI, and Teams to enhance public services and streamline operations. This transformation centralized citizen service management, improved data analysis, and enabled remote support.

CDHU (Companhia de Desenvolvimento Habitacional e Urbano)Other

AlfaPeople, a Microsoft partner specializing in public sector projects, supported government organizations in Chile and Colombia in digital transformation efforts. These governments faced longstanding challenges from outdated and inefficient paper-based methods, slow service response, lack of transparency, and difficulty in managing budgets and compliance. By deploying Microsoft Dynamics 365 for Government, they centralized data and interactions, automated case management, and provided agents with secure, streamlined tools for daily service delivery. The implementation eliminated double-keying, reduced operational overhead, improved engagement with citizens, and supported robust reporting and compliance with local regulations. Dynamics 365’s powerful functionalities enabled these public entities to respond to increased demand for instant, transparent digital services and offered leadership teams advanced financial management and reporting tools for better resource allocation.

Government of ChilePublic Sector

The Housing and Urban Development Company (CDHU) of São Paulo transformed its citizen service operations using Microsoft cloud technologies. By adopting Dynamics 365 as a CRM system, Power BI for analytics, and Power Apps for app development, CDHU centralized its processes, improved data accessibility, and accelerated contract issuances. A mobile app was launched allowing citizens to register for housing efficiently. Moreover, Power Apps assisted field teams in diagnosing irregular housing units and addressing community needs. Microsoft Teams and Sharepoint enhanced employee mobility and collaboration, delivering a cohesive user experience across stakeholders.

Companhia de Desenvolvimento Habitacional e Urbano (CDHU)Public Sector

Sagunto City Council's Municipal Computer and Communications Service (SMIC) faced significant challenges in managing incidents and service requests across its 35 municipal buildings, supporting more than 400 staff members. Incidents from various departments and users were difficult to track, leading to inefficient operations and slow response times. In partnership with ENCAMINA, the council deployed an integrated solution based on Microsoft SharePoint and Nintex Workflow. This provided automated tracking and structured workflows for user service requests (CAU), greatly enhancing the visibility and efficiency of the support process. Employees now benefit from a transparent, organized system for submitting and resolving incidents, resulting in smoother operations and higher satisfaction in public service delivery.

Sagunto City CouncilPublic Sector

The Gauteng Provincial Government of South Africa, in collaboration with Microsoft 4Afrika, launched the Gauteng Centre of Excellence to promote digital innovation and accelerate digital skills development. This initiative targets both government employees and township-based developers, aiming to upskill more than 3,000 local software developers. The project equips government workers with digital tools and platforms that boost productivity and engagement, focusing strongly on inclusion, digital transformation, and creating pathways for historically underserved communities into the digital economy. Beyond technology adoption, a clear commitment to capacity-building and sustainable growth for government and citizens is demonstrated, while leveraging Microsoft’s local cloud ecosystem. The program empowers the province to strengthen digital citizen services and play a pivotal role in Africa’s digital revolution.

Gauteng Provincial GovernmentPublic Sector

The City of Ghent in Belgium developed CityBot, an AI-based chatbot built on Microsoft Azure, to revolutionize how the city communicates with its residents. Using Azure AI services, CityBot provides timely and multilingual information about city policies, mobility updates, and public services. The implementation was accelerated by the demands of the COVID-19 pandemic, during which clear, fast, and accessible public communication became mission-critical. CityBot enables instant information relay across city departments, ensures transparency, and supports secure digital communication. The result is significantly improved citizen awareness and compliance, greater efficiency in policy dissemination, and a modernized digital interface for government-citizen interactions. Ghent’s approach sets a benchmark for urban mobility optimization, crisis management, and digital government services, paving the way for other cities seeking to leverage AI in public sector communications.

City of GhentPublic Sector