In recent years, the government in Mexico City has been making significant strides toward digitalizing public services, but the path has not always been smooth. The country has a highly diverse population, and many areas still face challenges with internet connectivity, smartphone access, and digital literacy.
This prompted OPIT, a software development company based in Mexico City to partner with Infobip to accelerate the government’s digital transformation journey and ensure no one is left behind.
We spoke to Gilberto Iglesias, Co-Founder and CTO at OPIT, to explore the government’s digitalization journey and how OPIT’s partnership with Infobip is helping them focus firmly on the needs of their citizens.
Read on or watch the video below to learn more about our discussion.
Challenges facing the government sector
As the government of Mexico strives to become more digital, it faces challenges due to the diverse population. Many areas still lack access to high-speed internet or modern smartphone technology, which complicates the transition to digital services.
In addition, citizens’ expectations have changed. They are now demanding more digital accessibility and personalized communication over their favorite messaging channels.
To address these challenges and meet those rising needs, the Mexican government needed to find the right technology provider to help them launch digital solutions aimed at:
- Increasing accessibility to essential services
- Improving citizen engagement through multiple digital channels
- Streamlining operational processes
- Increasing transparency and accountability
The government has been trying to digitize its services for years, but it’s been rough because the population is so diverse.
Gilberto Iglesias
Co-Founder and CTO, OPIT
Digitalizing Mexico City’s government at scale
As a leading technology provider in Mexico, OPIT, partnered with Infobip to help the government of Mexico City digitalize its services. Together, they implemented conversational solutions that are accessible to everyone, making it easier for citizens to interact with the government.
With over 90% of Mexicans using WhatsApp, the government knew it was an obvious choice of communication channel to engage with citizens. Iglesias provided an insightful summary of three key solutions they implemented to help the government deliver a comprehensive engagement strategy.
Sentika chatbot
OPIT developed a WhatsApp chatbot for Sentika using our chatbot-building platform, Answers, which enables the government to connect with citizens during emergencies.
In the event of an earthquake or a national drill, the chatbot can initiate over 4,000 conversations within a minute, customizing interactions based on the individual’s profile. This rapid communication enables officials to coordinate response strategies effectively and mobilize volunteers as needed.
Locatel: Connecting citizens with essential information
Another key project is Locatel, a digital information hub that provides citizens with important government updates and services. Through Locatel, users can access a range of information—from basic questions like weather updates to more complex issues, such as healthcare services or emergency support. OPIT, with the help of Infobip’s API solutions, integrated WhatsApp as a communication channel, allowing citizens to receive real-time responses.
Locatel has become an indispensable service in Mexico City, helping thousands of people daily. Despite facing some challenges due to local regulations around public announcements, Locatel has grown organically, with conversations increasing from just a handful to over 3,000 per day.
Iglesias expands, “It became like an information hub, an information center where you can call and ask for help.”
Two Factor Authentication (2FA) Codes: Secure access to government services
The third solution involves implementing Two-Factor Authentication (2FA) codes for the Mexican government’s La lave de CDMX (Mexico City Key). This system ensures secure, online access to various government services, such as requesting permits or renewing a driver’s license.
“What started as a modest initiative with 1,000 2FA codes per day has exploded, with daily usage now reaching up to 45,000 codes,” Iglesias explained.
This surge is largely driven by the increased use of digital platforms for everything from school attendance to government transactions.
But it doesn’t stop here. The urgency of these projects underscores the importance of having a reliable partner.
Infobip’s extensive partner ecosystem and commitment to providing top-notch solutions have made us an ideal collaborator throughout this journey.
Gilberto Iglesias
Co-Founder and CTO, OPIT
Future developments and AI integration
Looking ahead, Iglesias highlights exciting possibilities for integrating Artificial Intelligence (AI) into the three key projects. Beyond conversational AI, there are opportunities to use AI for use cases such as image recognition and real-time data transcription. This could streamline processes further and enhance the user experience.
In future projects, OPIT aims to integrate more advanced AI capabilities into government services, making them smarter and more responsive.
For example, an AI-powered chatbot can simulate conversations with citizens and offer information, guidance, and assistance on various government processes and public services.
This, in turn, will improve the way citizens interact with government platforms, ensuring a more personalized experience that helps people feel cared for in critical situations.
“AI can go beyond chatbots and play a crucial role in other areas such as image recognition or speech-to-text technologies,” Iglesias points out.
Infobip x OPIT: A partnership built on trust and innovation
The partnership between OPIT and Infobip exemplifies how technology can transform public services and improve emergency response systems. By focusing on accessibility, speed, and the integration of innovative conversational solutions, these projects are paving the way for a more connected and responsive government.
“We looked for many potential partnerships, but the truth is that Infobip was the best. Not only do they have the best partner ecosystem, but they also have the best solutions. They make it really easy for you to connect to all platforms,” Iglesias explained.
Like OPIT, we believe that the right communication platform can enable more engaging interactions and user-friendly experiences between government institutions and their citizens.
By using our conversational communication platform, OPIT has empowered the government to:
- Personalize communication: Send targeted messages to specific citizen segments.
- Enable two-way conversations: Facilitate real-time interactions with citizens.
- Provide timely notifications: Keep citizens informed about important updates and alerts.
- Offer self-service options: Empower citizens to access information and services independently.
Our shared vision represents a more connected, digital future, where technology serves as a bridge between citizens and the government, improving lives one message at a time.
We decided that Infobip was the obvious choice. They have the best documentation and the best team, and they deploy new features faster than anyone I know. This collaboration, built on a shared commitment to innovation and excellence, has helped deliver real results for Mexico’s digital transformation journey.
Gilberto Iglesias
Co-Founder and CTO, OPIT