Case Study: Alcaldía de Medellín achieves 1,000% improved response rate and a unified digital citizen-services platform with Software AG

A Municipal Digital Transformation Boosts Medellin’s Quality of Life

Medellín, Colombia’s second-largest city, needed to digitalize citizen-government interaction to become a Smart Digital City. Citizens were frustrated by paper-based, error-prone workflows and slow, untrackable requests; the city sought to improve efficiency, reduce manual processes and provide accountable, web-accessible services.

Working with Software AG, Medellín built PQRS on webMethods and ARIS, integrating existing systems, geo-referenced data and multi-channel submission with automated workflows and e-signatures. In two years the platform unified 46 procedures, now handles over 7,500 requests a month (boosting attended requests from ~10,000/year to over 100,000), cut errors and costs, expanded services and greatly improved citizen engagement and response times.

Alcaldía de Medellín

Gabriel Werner Brandt

Leader IT Planning