The restrictions imposed by the coronavirus pandemic changed habits and caused the closure of face-to-face activities. The formalities were no exception and, given the option of making them in the virtual, also grew exponentially the inquiries and complaints in the digital channels of the City Government. So far in 2021, more than 760,000 managements through the City’s Digital Paperwork System, the same amount that was registered throughout last year.
Years ago the possibility of that the neighbors report through the application of the City Government. And from 2020 they can also do it through Boti, the WhatsApp number that also reached a record of conversations in the pandemic.
For this reason, and at the rate of growth in digital procedures, the complaints that lead the ranking are those made by badly parked cars; from January to July of this year they were 61,808, as a result of almost 300 per day. The top 5 is made up of the removal of debris and construction debris, the pruning of trees to clear the luminaire or traffic light, the removal of home gardening debris and the removal of bulky waste.
The procedures and digital complaints are made through the website of the City Government, App 147 and Boti, the WhatsApp of the City (11-5050-0147).
In addition, they incorporated 59 new procedures that can be done online to simplify and expedite care. Among the new available procedures, more facilities were added for the procedures for driver’s licenses, free debt, enrollment in programs of the Housing Institute of the City, applications for the Porteña Citizenship Program and the Environmental Protection Agency, among others.
To report, for example, a badly parked car on a yellow curb, in front of a parking lot or blocking a ramp or bus stop you can start the process through Boti.
In this and other complaints, the bot will guide the person on how to take and send the photo so that the image serves as proof of infringement. Then it will ask for data such as date, time and address where it was registered.
The system can identify patents. Finally, the neighbor must enter the MiBA app and validate the complaint. Boti will return a tracking number that can be consulted in the same chat at any time to verify the status of the request.
Boti, the City Government chatbot is also used to report infractions and carry out procedures. The inquiries he receives the most are related to the pandemic.
The usual parking regulations were reinstated Monday, August 2. Until then the system of parking like it’s on a Sunday. Despite this, and with the restrictions on the use of public transport in force, vehicles were stopped in front of ramps for the disabled, bus stops or garage exits. This occurred in the central area and also in the neighborhoods, which increased complaints from the neighbors.
Procedures and consultations
Just as the number one of the complaints was for badly parked cars, the top of the ranking between procedures and inquiries was the request for voluntary payment of infractions. The top 5 are the request for departures, urgent departures, the reprint of the driver’s license due to COVID-19 and the renewal of the driver’s license, which is extended due to the pandemic.
To pay the fines through Boti you have to write “Infractions”. With the patent or the ID number of the owner of the vehicle, the chatbot tells the user whether or not it has infractions. If any are found, the details of the offense are communicated: the reason, with date, time, place and photo; and the amount, which can be discounted in case of voluntary payment (if it is within 40 days of notification). Then the system indicates all the steps to follow to make the payment. For those who have no infractions, Boti offers proof of debt free.
Boti, the City Government chatbot, receives inquiries about Covid and also had a record of inquiries in July.
As a sign of the increase in the use of digital resources, there is also the record of consultations to Boti during July, when it added more conversations than in all of 2020. With more than 5 million, it reached the historical record since its launch on WhatsApp, in February 2019. The most consulted was “Test result”, the function that allows to quickly and easily obtain the result of the test for coronavirus in the cell phone; followed by “Vaccination”, “Shifts” and “COVID-19 Certificate”, the new function to request the digital credential with all the information about the vaccines received and the results of the latest tests done in the City.
“The uses of technology are infinite. The pandemic did nothing more than show us just a part of those uses. The City has been working for many years and we are betting on the use of digital tools,” said Diego Fernández, who took office this month. his position as the new Secretary of Innovation.