Provides 24/7 automated support for all municipal inquiries with gen AI agent
Manages 300 to 500 citizen queries daily, significantly reducing burden on traditional service channels
Achieved 100% factual information delivery by grounding the AI assistant in audited municipal data sources
Optimizes public spending and maximizes government responsiveness using dashboards with real-time data tracking
Valladolid's city council partnered with LuceIT to launch 'Ana,' a Gemini-powered generative AI assistant. This provides 24/7 natural-language support, transforming municipal data into a strategic asset, boosting service efficiency, and making technology accessible to all citizens.
Valladolid's city council partnered with LuceIT to launch 'Ana,' a Gemini-powered generative AI assistant. This provides 24/7 natural-language support, transforming municipal data into a strategic asset, boosting service efficiency, and making technology accessible to all citizens.
Breaking barriers: A mission to simplify citizen access through trusted partnership
The city of Valladolid in Spain faces a challenge common to many medium-sized cities: managing and delivering a vast, complex web of services—from social services and public works to registrations and rural activities—across a diverse population. For citizens, finding specific information often meant navigating a tangle of departments and "invisible barriers". Silvia Tomillo, Councillor for Administrative Modernisation, aimed to bridge this digital divide by simplifying procedures and fostering a more transparent, open government.
The city council sought a solution to provide immediate, natural-language answers to citizen queries, ensuring information was accurate and derived solely from audited municipal sources. Implementing such powerful technology within a traditional public administration required more than just a tool; it required a cultural shift.
"My objective is simple: facilitate digital procedures and guarantee we break the digital divide," says Tomillo, "We wanted a digital assistant that could answer questions in natural language in a very immediate and simple way to improve the lives of our citizens."
LuceIT and Google Cloud gave us confidence that this highly sensitive and transformative project would be a success.
Silvia Tomillo
Councillor for Administrative Modernisation Ayuntamiento de Valladolid
To achieve its goals, the council knew it needed a partner that understood the highly regulated and unique nature of the public sector.
It chose Google Cloud and LuceIT because of their proven reliability and deep understanding of government processes.
Implementing secure, human-focused AI with Gemini
The centerpiece of the city’s transformation is Ana, a generative AI assistant built on Google Cloud using Gemini and with help from LuceIT. To encourage internal adoption, the council "humanized" the technology. They named the assistant after a long-serving colleague, Ana, even creating an avatar in her likeness. This helped reframe AI as an ally that handles routine administrative burdens, allowing human workers to focus on high-value citizen care.
LuceIT led the technical deployment, integrating Gemini with municipal data while adhering to strict security and regulatory requirements. By using flexible infrastructure in Google Cloud, the council successfully transitioned from traditional on-prem systems to a modern cloud. This shift was not just technological but foundational, proving that the administration could safely run its IT on the cloud to deliver superior services.
The implementation focused on sourcing the most accurate information possible to ensure the AI did not suffer from hallucinations—a critical requirement for both legal purposes and public trust. "The security offered by Google Cloud was very important because of the data we handle," Tomillo explains.
The impact of Ana has been immediate and transformative. Valladolid became the first city council in Spain to deploy a generative AI chatbot of this type, providing citizens with a "digital official" available 24/7.
The assistant handles 300 to 500 queries daily, significantly reducing the pressure on telephone and in-person service centers. This efficiency allows staff to dedicate more time to citizens who face the greatest digital divides or require complex, face-to-face assistance.
Beyond efficiency, Ana provides a dashboard of truth. By analyzing natural language queries through Gemini, the council now has real-time data on citizen concerns, identifying which procedures cause the most confusion and where public funds should be invested for maximum impact. In Tomillo’s words, this moves professionals in the public sector beyond intuition and into data-driven governance.
"Ana reveals where our city workers need to invest their time and energy, as well as where we need to devote resources, by clearly describing what citizens are looking for,” adds Tomillo.
Public administration transformation required both cutting-edge technology and an ability to adapt to relevant regulatory frameworks. We prioritize exceptional data governance to guarantee sovereignty and citizen trust, while our strategic alliance with Google Cloud gives us the agility we need to execute for our clients.
Javier Durán CEO
CEO, LuceIT
Expanding 24/7 support to improve resident experiences
The project has boosted citizen satisfaction by providing instant support for those whose work schedules prevent them from visiting the Town Hall during business hours.
With the success of the pilot, the council is already developing Ana 2.0, expanding data sources and adding new communication channels to make Ana the primary point of reference for all municipal information.
As the council looks toward the future, Ana 2.0 will continue to scale, serving as both an external citizen guide and an internal tool for municipal staff.
Having an assistant like Ana that is powered by Gemini is very important given the challenges we face in the public sector today. Thanks to the collaboration between our team, LuceIT, and Google Cloud, Ana is saving my department a lot of time in citizen consultations and allowing us to provide better services, 24/7, to people in our community.
Silvia Tomillo
Councillor for Administrative Modernisation Ayuntamiento de Valladolid
Ayuntamiento de Valladolid serves a medium-sized Spanish city, managing diverse municipal areas ranging from social services to public works for more than 300,000 residents. The organization is currently leading a digital transformation strategy to simplify administrative procedures and eliminate the digital divide for its citizens.
Industry: Public Sector
Location: Spain
Products: BigQuery, Gemini, Vertex AI
About Google Cloud partner — Luce IT
Luce IT is a trusted Google Cloud partner focused on delivering real value to organizations. We have years of experience meeting the high demands of the public sector, but our expertise also extends to other industries, always offering innovative and 100% tailored technological solutions.
