The Special Administrative Unit of District Cadastre in Bogotá plays a central role in managing geographic, property, and territorial data critical to urban development and public services. Facing a rising volume of citizen requests and the need for accurate, timely, and legally consistent responses, the Unit undertook a major digital transformation. By leveraging artificial intelligence and AWS cloud infrastructure, the Cadastre Unit developed a smart response system that significantly improved service efficiency, staff productivity, and citizen satisfaction.
Before the transformation, the Cadastre Unit dealt with several operational and regulatory pain points:
- Overloaded Citizen Request System: A high volume of petitions, complaints, claims, and suggestions (PQRS) made timely, accurate responses difficult.
- Inconsistent Interpretations of Norms: Variability in procedures and frequent legal updates led to inconsistent responses and reduced legal certainty.
- Limited Access to Regulatory Information: Staff faced delays when searching for current legal standards and procedures.
- Siloed Information Systems: The lack of integration between legal databases, websites, and internal platforms made it difficult to centralize knowledge and track requests effectively.
To address these challenges, the Cadastre Unit implemented an AI-powered solution hosted on a secure and scalable AWS infrastructure. Key components of the solution include:
- Cognitive AI Agent (Bedrock + OpenSearch): A natural language-driven assistant that provides accurate, regulation-aligned responses to staff queries, enhancing consistency and reducing response time.
- Centralized Knowledge Base: A unified repository of regulations, procedures, and historical responses built with Amazon DynamoDB and OpenSearch, accessible in real time for reference and learning.
- Automated Information Ingestion: Real-time updates from legal systems and databases automatically feed into the knowledge base to ensure information is always current.
- Cloud-Native Infrastructure: Using Lambda, API Gateway, CloudFront, and S3, the platform ensures secure, highly available service delivery with minimal latency.
- Process Orchestration and Integration: Step Functions and EventBridge were implemented to manage the flow of requests and track interactions across systems.
The implementation of this solution led to significant improvements in public service delivery and internal efficiency:
- Faster and More Accurate Responses: AI-assisted response generation has dramatically reduced processing times while increasing accuracy and legal consistency.
- Operational Efficiency: The automation and centralization of information have streamlined internal workflows and reduced staff workload.
- Greater Transparency and Interoperability: The platform supports real-time tracking of requests and ensures consistent access to the most current regulations.
- Improved Legal Security: Responses are now reliably aligned with applicable norms, reducing the risk of errors and disputes.
- Higher User Confidence: Staff quickly adopted the tool due to its intuitive interface and clear benefits, enhancing confidence in service delivery.
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