Less Bureaucracy, More Service: Gipuzkoa Saves 8,300 Hours with ERREKA AI Assistant

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Less Bureaucracy, More Service: Gipuzkoa Saves 8,300 Hours with ERREKA AI Assistant

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The Provincial Council of Gipuzkoa (Diputación Foral de Gipuzkoa) has deployed ERREKA, an AI system developed by its IT services company Izfe, to automate the classification of registry entries received by the Administration. Each year, the Registry receives over 1.6 million entries from citizen requests, inter-administrative communications, and technical documentation. Previously, over 100,000 of these entries had to be classified manually—a repetitive task consuming 8,300 working hours annually, equivalent to five full-time employees. The manual classification was not always consistent, generating reallocations in about 8% of cases. ERREKA (ERRegistro apunteen sailKatzaile Automatikoa) uses machine learning and natural language processing to automatically classify entries. The system was trained on the provincial government's historical registry data and has achieved significant improvements in processing speed and accuracy. This AI deployment frees up public servants to focus on higher-value citizen service tasks rather than manual data entry and classification. The project is part of Gipuzkoa's broader digital transformation initiative to modernize public administration services.

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