Case study
BILBAO NEEDED TO PUT THE CITIZEN AT THE CENTER OF ITS PROCESSES
The Bilbao City Council, committed to improving the quality of life of its citizens, collaborated with Virtual Desk to digitally transform the management of municipal Social Services, overcoming the lack of interoperability and allowing for more efficiency, including care adapted to the real needs of the population.
Technological modernization has allowed progress towards a people-centered city model, optimizing processes and strengthening municipal response capacity.
Bilbao was in a context of digital transformation that demanded greater administrative flexibility and more integrated social management.
+ 2M €
In annual costs
85%
Prolonged delays
100%
Lack of interoperability
The Bilbao City Council needed greater flexibility to be able to evolve its business processes and rules in response to organizational and legislative changes.
Main challenges:
- Lack of interoperability (100%): It was impossible to synchronize data between systems or to interact between different municipal levels.
- Annual costs exceeding €2M, resulting from manual processes and obsolete systems.
- 85% of prolonged delays in key social procedures.
- Fragmented management: Different applications hindered the coordination of social care and made it difficult to have a complete view of citizens.
- High citizen demand: The diverse population required agile solutions adapted to groups with specific needs.
- Urban accessibility: The need to ensure that social services are accessible both in the city center and in outlying neighborhoods.
Virtual Desk developed a comprehensive technological solution, focused on Social Services and designed to provide a 360º view of the citizen.
Main components of the solution:
- Integrated cloud platform: Centralizes all municipal social information, improving coordination and decision-making.
- Automation of key processes: Intelligent management of appointments, resources, referrals and follow-up of social cases.
- Inclusive and accessible interfaces: Designed for professionals and citizens, with special attention to the elderly and people with disabilities.
- Security and GDPR compliance: Total protection of sensitive social data through advanced technical measures.
- (Optional addition, without mixing areas) Functional integration with health information only when strictly necessary to complete the citizen's social context.
The Virtual Desk solution has allowed us to modernize our Social Services, making Bilbao a more connected and inclusive city. Technology has helped us put people at the heart of our operations.
Our platform guarantees accurate, real-time data exchange between institutions, improving reliability and providing a more efficient service for dependent individuals.
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