2025 Award "Best Practice in Citizen Participation"

Ceresito consisted of the development of the first municipal chatbot for the city of Ceres, designed as an innovative tool to improve communication and interaction between neighbors and the local government. Implemented on WhatsApp, a widely used platform, Ceresito simplifies access to information, procedures and services, ensuring an accessible and efficient experience for all citizens.

With only two team members and limited resources, it was possible to develop this tool that organizes information in 47 conversational flows, covering topics such as procedures, claims, education and health, among others. Since its launch in April 2024, it has managed more than 5,000 conversations, reflecting a positive adoption by the community.

The practice has not only transformed the relationship between citizens and government, but also optimized administrative management with a control panel that improves transparency and allows neighbors to follow up on their requests within the chatbot. The initiative also encourages citizen participation through digital education campaigns and the inclusion of vulnerable sectors, such as the elderly.

The impact of Ceresito extends to the strengthening of participatory democracy and the modernization of the municipality, establishing a replicable model for other localities with similar resources. With future implementations such as voice integration, artificial intelligence and online payments, Ceresito continues to evolve to respond to the needs of its community and position Ceres as a reference in citizen innovation.

• https://bit.ly/holaceresito (External link)