ISAC-TERRASSE: A solution for local entities in Europe

From EPSA - European Public Sector Award


iSAC (Servei d´Atenció Ciutadana -Citizens’ Attention Service) is an on-line SAC (Citizens’ Attention Service) that was designed following a citizen-centred, citizen-inclusive and community-centred approach. Its mission is to attend to citizens’ demands online, by retrieving and managing information from existing databases. iSAC is a citizen-centric system created by listening to citizens and based on learning from existing services in Catalonia from 1988.

The Town Hall of Terrassa has adopted an innovative ICT solution (iSAC) that considerably enhances its capability to respond to citizens’ attention and information requirements. The technology was developed together with the Centre Easy, a centre of innovation of the University of Girona, which performs research and develops innovative solutions using the technologies of Artificial Intelligence. The existing service enables different linguistic registers, such as colloquialisms or administrative jargon, to be processed in Catalan and Spanish, and answers open questions from citizens. It facilitates human intervention when necessary, working towards a better integration of back office and front office. The service is modular and designed to be easily tailored to the needs of any target organisation, and it has built-in learning capacities which improve through continuous use. Two semantic webs have been created, in Spanish and Catalan.

Specifically, the service in Terrassa, a city of 200,000 inhabitants 35 km from Barcelona, has been working since December 2006 to create and currently provides answers to up to one third of the queries processed by the SAC town hall phone services.

Following the success in Terrassa, iSAC has been installed in six different local administrations in the Spanish autonomous region of Catalonia. To this point iSAC has achieved two important objectives in Catalonia: it has improved the efficiency and capacity of responses from local SACs and it has reduced the time, money, stress, administrative burden and other resources invested by both citizens and companies in trying to find information about their local administration. However, iSAC is ambitious and plans to cross the border of Catalonia. The iSAC team has now presented a project to the EC (CIP - Competitiveness and Innovation Programme) with the aim of working towards a Single European Information Society for all, by installing a common on-line citizens’ attention and information service in a range of different scenarios and different SACs across the European Union.

Award info
Award category: public service delivery
Award type: submission
Award year: 2009
Project type
Sector: Public administration, modernisation, institutional affairs, reform
Type of activity: strategic management and planning tools
Keywords: Citizens’ attention service, artificial intelligence, research, information processing
Short English description: iSAC (Servei d´Atenció Ciutadana - Citizens’ Attention Service) is an on-line SAC (Citizens’ Attention Service) that was designed following a citizen-centred, citizen-inclusive and community-centred approach
Further information
Organisation: Ajuntament de Terrassa
Other applicants: Centre Easy, University of Girona
Level of government: local level
Size of organisation: >100
Number of people involved:
Country: Spain
EU membership: EU member
Language code: en
Start date:
End date:

ISAC-TERRASSE: A solution for local entities in Europe (41.5630353° N, 2.0100658° E)
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