Case Study: City of Madrid achieves 24/7 citizen access, improved engagement and cost‑efficient web management with OpenText Cloud

OpenText Cloud platform improves performance and citizen engagement on City of Madrid’s award-winning web properties

The City of Madrid’s IT arm, IAM, manages multiple municipal websites that serve millions of residents but was constrained by aging on‑premises hardware and end‑of‑life software. These limitations consumed staff time, hindered improvements to design, usability and accessibility, and prevented IAM from focusing on content and citizen services.

In 2016 IAM migrated more than 700,000 content elements and 150 integrated applications to the OpenText Cloud, deploying OpenText Web Experience Management, Portal and Tempo Social under a managed services model integrated with the city’s Linux and Oracle platforms. The move delivered 24/7 availability (99.5% SLA), lower maintenance costs, and freed IT to concentrate on service improvements—resulting in higher average visit times, a 20% increase in navigation to additional pages and a 17% reduction in page abandonment across portals like madrid.es, sede.madrid.es, datos.madrid.es and the AYRE intranet.

City of Madrid

Mercedes Lozano

Head of Portals and Content