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Short description / Current status and future steps / Lessons learned:
= Case 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. 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
http://isac.terrassa.org 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.