en.Wedoany.com Reported - Colombia's Ministry of Information and Communication Technologies (MinTIC) has launched a digital transformation strategy based on six artificial intelligence models, data analytics, and cloud services, aiming to optimize institutional processes, enhance citizen services, and improve public administration efficiency. Led by the Information Technology Office (TI), the strategy leverages generative artificial intelligence, robotic process automation (RPA), and data analytics tools to reduce manual tasks, improve traceability, and accelerate decision-making.
These six models cover citizen services, administrative management, and monitoring and regulatory processes in the information and communication technology sector. According to MinTIC, these solutions are designed in accordance with principles of transparency, personal data protection, human oversight, and relevant Colombian regulations. This initiative constitutes the first phase of an institutional strategy, with new AI capabilities to be gradually introduced to strengthen national efficiency and improve public service delivery.
In citizen services, one achievement is a petition, complaint, claim, suggestion, and report (PQRSD) management system based on generative AI, featuring natural language understanding, automatic document classification, and assisted response generation. The ministry has also deployed conversational chatbots to address common citizen inquiries around the clock. With these tools, the agency expects to reduce the time for classifying and initially processing requests to between 10 and 15 minutes.
For administrative process automation, MinTIC has developed an account center based on generative AI. This system accelerates payment processes to contractors by automatically verifying documents and integrating with the SECOP I and SECOP II platforms. Additionally, the ministry has implemented a system for automatically issuing labor certificates for officials and contractors, which generates documents based on digital archives, aiming to streamline internal processes and shorten response times.
In monitoring and regulation, the strategy includes models to strengthen supervisory functions. One model automatically generates and notifies charging documents related to sanction procedures for operators in the information and communication technology (ICT) sector, handled by the Supervisory, Inspection, and Control Directorate, aiming to shorten administrative investigation times and improve case traceability. Another model focuses on collection management for the Single ICT Fund, automatically executing collection processes, generating official reports, and sending approximately 1,800 communications daily in batches to industry operators to optimize public resource management.
As part of the six initiatives, MinTIC has also developed a platform for tracking small internet service providers (ISPs). This tool integrates geospatial analysis and AI to extract administrative action information, generate early warnings, and facilitate the monitoring of telecommunications projects.
