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Boti, a citizen experience

Conversation with:

Government of Ciudad Autónoma de Buenos Aires, Argentina


Impact of the Pandemic on Urban Innovation: How the pandemic accelerated the implementation of technological solutions in cities.

Conversational Technologies: Use of chatbots like Boti in Buenos Aires to improve interaction between citizens and the government.

Digital Identity: Challenges and benefits of implementing digital identities for citizens.

System Interoperability: The importance of interoperability in urban management.

Decentralization and Blockchain: The future of managing identities and personal documents through decentralized technologies.

User Experience: How to design effective user experiences in digital public services.

Privacy and Security: Handling personal data in AI and chatbot systems.

Adoption of New Technologies: Strategies for adopting new technologies in cities of different sizes.

Innovation in Public Policies: The emergence of new secretariats and roles within the government focused on innovation.

Impact on Public Administration: How technological solutions 

City management is in constant evolution, driven by innovation and emerging trends. The experience of Buenos Aires, led by its Subsecretary of Smart City, Agustín Suárez, offers a vision of how technology is transforming urban administration.

“Our goal is for digital identity and blockchain technology to guarantee the security and privacy of personal data, allowing citizens to have full control over their information.”

Innovation in Urban Management

The COVID-19 pandemic brought unprecedented challenges but also catalyzed a series of innovations in city management. Buenos Aires has seized this moment to implement technologies that improve the lives of its citizens. During the crisis, the city developed various technological solutions, highlighting the work of the Secretariat of Digital Transformation and Innovation. This secretariat has focused on improving the quality of life of residents by integrating technology into urban services.

Boti: The Revolution of Conversational Technologies

One of Buenos Aires’ most notable initiatives is Boti, the city’s chatbot that operates on WhatsApp and other channels. Boti allows citizens to make inquiries and complete procedures efficiently and accessibly. From obtaining transportation information to receiving vaccination reminders, Boti has become an invaluable tool, especially during the pandemic. With over 95% of Buenos Aires’ citizens using WhatsApp, Boti presents itself as an ideal communication channel.

“What makes Boti so effective is its ability to be available 24/7, providing quick and accurate responses to citizens. This constant availability has been crucial during the pandemic when the need for information and services was higher than ever.”

Digital Identity and Blockchain

The implementation of digital identities is a crucial topic in urban modernization. Buenos Aires has developed the MIA platform, which allows citizens to manage their digital identity and access important documents through a single interface. Additionally, technologies like blockchain are being explored to ensure the security and privacy of personal data. Suárez emphasizes that the future of urban management will significantly depend on decentralization and the active participation of citizens in decision-making.

“The pandemic taught us that technology is not just a tool but a fundamental necessity to maintain the functionality of the city and the quality of life of its citizens.”

The MIA platform seeks to simplify and centralize documentation and administrative procedures, allowing citizens to access their documents from anywhere at any time. With blockchain technology, personal data is guaranteed to be secure and protected against fraud and unauthorized access. This technology also ensures that documents are unalterable and verifiable, increasing citizens’ trust in digital systems.

Impact on Public Administration

Technological innovations not only benefit citizens but also transform the internal functioning of the government. The pandemic forced many areas of the Buenos Aires government to adopt new technologies and collaborate more effectively. System interoperability has become a priority, allowing different departments to share information and resources efficiently.

The adoption of these technologies has facilitated internal communication and significantly reduced the time required to process procedures and requests. This not only improves government efficiency but also provides a smoother and more satisfying experience for citizens.

City management is advancing rapidly, and Buenos Aires positions itself as a leader in implementing innovative solutions to improve the quality of life for its citizens. The adoption of conversational technologies, the creation of digital identities, and system interoperability are just some of the strategies transforming the urban landscape.


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