Minsait drives digitalisation in the public sector with its new AI-based solution

Minsait, an Indra Group company, has developed a generative AI-based solution designed to facilitate communication between institutions and citizens. It enables the generation of clearer and more accessible texts while integrating standardised templates and support functions for public administration professionals, helping to simplify the drafting of official documents and reducing the complexity of administrative language. 

Public administrations currently face significant challenges in their relationship with citizens. According to the 2024 CIS Barometer, only 35% of the population trusts public institutions, highlighting the urgent need to strengthen this link. In addition, the National Statistics Institute (INE) points out that only 28% of people understand the procedures for accessing public services, highlighting the inherent difficulty of administrative language and existing processes. 

‘Today, more than ever, it is crucial for public administrations to communicate effectively and transparently. At Minsait, we work with them using our methodology to tackle clear communication projects and implementing AI-based tools that simplify the relationship with citizens,’ explains Patricia Leal, Head of Clear Communication at Minsait. ’With this technology, we are taking an important step towards ensuring that information is understandable for everyone, regardless of their educational or cultural background. Accessible and inclusive communication allows citizens to understand and access public services, thus guaranteeing their rights,’ she adds. 

The solution uses AI, virtual assistants and real-time data analysis to transform complex texts into more concise and understandable versions, minimising errors in writing and interpretation and streamlining procedures. This approach not only improves efficiency and transparency, but also helps restore trust in the public sector. 

The development of this tool has been made possible by a multidisciplinary team of specialists in linguistics, consulting, design, user experience, AI and data science from Minsait, whose approach has combined technology with specialised knowledge of the public sector. Its flexible and scalable design allows it to be adapted to the specific needs of each agency and applied to various areas, such as social services (payroll, benefit decisions), taxation (tax communications), justice (legal notifications, court summonses), eGovernment (official gazettes and bulletins) and healthcare (discharge reports, drug prescriptions), among others. 

In addition to optimising the wording, the solution also features an architecture and content design tailored to the identity, needs and capabilities of the user. Intuitive graphic resources are used to present information in a clear and accessible way, ensuring its effectiveness across various channels, such as websites, electronic portals and mobile devices. 

With this initiative, Minsait reaffirms its commitment to the digital transformation of the public sector and to the objectives of the Public Administration Digitalisation Plan, as well as to the implementation of Clear Communication in public administrations. By facilitating more equitable and understandable access to information, the company places citizens and administrative professionals at the centre of institutional communication. 

‘The future of public administration lies in overcoming language and bureaucratic barriers, moving towards a model based on transparency, accessibility and efficiency. Along the way, these technologies are enabling the creation of more inclusive environments, with more understandable and accessible writing, and applying techniques and tactics that ensure effective communication. They also make it easier for citizens to better understand what is expected of them and how they can take advantage of the services and opportunities offered by institutions,’ concludes Patricia Leal.