Case study

Listening City - Active Social Media Listening to Improve Road Safety by the Madrid City Council

Within the framework of a European innovation project, the Madrid City Council needed to know how its citizens perceived the risk of traffic accidents and road safety.

The Madrid City Council, within the framework of a European innovation project, collaborated with Virtual Desk to implement Listeningcity, a social media listening platform. This solution, based on natural language processing, has allowed the City Council to understand citizens' perceptions and concerns about road safety in real time, facilitating decision-making to optimize public policies and improve citizen satisfaction.

In a connected world, social networks are proving to be a key element in understanding the needs and concerns of citizens.

+ 5M €

In annual costs

90%

Prolonged delays

100%

Lack of interoperability

The Madrid City Council faced key challenges in road safety management:

  • Lack of real-time information: It was crucial to understand how citizens perceived the risks of traffic accidents and road safety policies.
  • Scattered data: Information on social networks and other channels was not centralized, making it difficult to analyze and use for decision-making.
  • Interaction with citizens: A direct channel was needed to receive suggestions, complaints and incidents related to public roads, transport, street furniture and signage.
  • Agile decision-making: Public policy management required relevant and up-to-date data to effectively address road safety issues.

Virtual Desk deployed Listeningcity, an advanced active listening platform that included:

  • Social network analysis: Semantic technology based on natural language processing to analyze citizens' opinions and concerns in real time.
  • Suggestions and Complaints Box (SYR): A direct channel to receive messages from citizens, complementing the information obtained from social networks.
  • Interactive Dashboards: Visualization of statistics and descriptive reports that facilitate data interpretation and decision-making.
  • Linguistic adaptability: Semantic analysis adaptable to the linguistic needs of the City Council, ensuring an accurate understanding of the messages.
  • Regulatory compliance: Implementation of security measures aligned with the GDPR to protect citizens' data.
Progress 100%

Virtual Desk's Listening city has allowed us to actively listen to our citizens, understand their concerns about road safety, and make more informed decisions. This platform has transformed how we interact with the public.

Concrete Results,Real Impact

We transform data into innovative solutions that generate tangible and sustainable changes for your organization.

  • Improved employee perception: The tool has facilitated the identification of areas for improvement, increasing staff satisfaction.
  • Speed ​​in decision-making: Real-time results have allowed the organization to act quickly to optimize the work environment.
  • Time and resource savings: The automation and simplicity of the system have reduced management and analysis times.
  • Organizational adaptability: The flexibility of the tool allows surveys to be adjusted to changes in needs or regulations.
  • Effective visualization: Interactive dashboards offer a clear and practical representation of data, facilitating the analysis of the organization's status.
Measurable Benefits

250K+

Daily Requests

Efficient management of synchronous and asynchronous transactions without interruptions or service degradation.

Measurable Benefits

60%

Time Reduction

Significant acceleration in the analysis of files, applications, assessments and transfers between entities.

Measurable Benefits

100%

Traceability

Full visibility of all transactions for comprehensive control and simplified audits.

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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Our solutions comply with the National Interoperability Framework (ENI) and are designed to integrate seamlessly with existing systems.

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