Corrientes,
Argentina
A Digital Transformation in Corrientes Improves Resident Experiences and Services
Project Type:
High-Performing Government, Technology
At a Glance
The Citizen Service System allows residents to ask questions and register complaints and concerns online, by phone and in person. Expansions and improvements to the system have enabled the City to resolve complaints in an average of 7 days instead of 30.
Launched in 2022, Muni Bot assists residents using the Citizen Service System on WhatsApp and the city’s website. In 2024, it had 60,000 new users and sent 1.4 million messages, a 2,000% increase from the previous year.
The Open Data Portal gives the public access to 70 datasets, encouraging a more informed community and holding the government accountable.
Digital inclusion programs, such as free public Wifi and training for government employees and the public, help bridge the digital divide. Public WiFi is available at 57 locations with around 450 daily users.
Electronic signatures for City paperwork enhance security and efficiency, reduce the time and cost of traveling to City Hall, and support paperless processes, aligning with the City’s goals of modernization, improved services and environmental stewardship.
In Corrientes, Argentina, the government has undertaken a profound digital transformation of its services, making life easier and government interactions smoother for residents. For instance, renewing a driver’s license–once a task that could mean hours spent in a waiting room–is now streamlined through a digital platform that allows residents to complete paperwork and book appointments online, reducing the in-person process to under 30 minutes.
We are focused on the fact that we are an organization that is there to provide services, to guide and order the functioning of the city and to serve and provide services; it is not a political slogan.
This improvement is part of Corrientes’ broader push to digitize city services, modernizing everything from document access to resident engagement.
The Muni Bot virtual assistant, launched in October 2022, embodies this shift towards efficiency. Accessible on WhatsApp and the city’s website, Muni Bot responds to questions around the clock, addressing about 80% of inquiries automatically and referring more complex issues to city staff. In 2024, Muni Bot added over 60,000 users, sent 1.4 million responses and helped residents settle over 4,000 fines, often needed for transactions like vehicle sales or license renewals. Digital upgrades, paired with the mapping of complaints, have improved resolution times from 30 days to seven.
Corrientes has also introduced digital tools like the Turnero Web, an online appointment management system which has cut wait times for services, such as appointments for licenses and health documents or scheduling transportation, to an average of seven minutes. As a result, the Subsecretariat of Transportation was able to serve more than 13,000 residents between 2022 and 2024. Meanwhile, the Open Data Portal offers over 70 datasets for public review, enhancing transparency and allowing residents to stay informed about city projects and policies. QR codes for online validation of official documents reduce fraud and improve access, while electronic signatures have sped up processes, cut costs and supported environmental sustainability.
Increased government efficiency is only a part of digital transformation: Corrientes is actively empowering residents to use wifi and digital tools.The City has boosted digital inclusion with 57 free public WiFi locations and training programs, like coding workshops for youth and the Munijoven IT Academy. The digital shift has also empowered residents to participate more actively in the community’s development. For example, 16 institutions helped craft an environmental action plan for the city and over 1,000 residents voted online for their priorities, including planting more trees and improving recycling. With these advancements, Corrientes is realizing the potential of digital governance to bridge the gap between the government and the people it serves.
Digitizing business applications reduced the processing time from 3 months to 24 hours
“We have closed the distance between the resident and the municipality. Residents have become empowered and demand more from the municipality. What they see that works in one area they demand it from another.”