Repetitive tasks out, faster resolutions in. Automating social services for 2.4 million citizens.
The Social Services Administration of the Junta de Castilla y León was spending too much staff time on manual, low-value administrative tasks while citizens waited for resolutions. Getronics designed and implemented hybrid automation systems that separated routine processing from expert decision-making, cutting turnaround times and freeing teams to focus on the work that matters.
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- Industry: Public Sector, Government, Social Services
- Region: Spain (Castilla y León)
The Social Services Administration of the Junta de Castilla y León is an autonomous public body responsible for managing a wide range of social services across the region. These include financial assistance, home care, work-life balance programmes, support for women, prevention of abuse and sexual violence, drug addiction prevention, family support, and equality initiatives.
Castilla y León is Spain’s largest autonomous community by area, with a vast geographic footprint, low population density, and an ageing population. These factors make efficient, accessible public service delivery both more important and more difficult to achieve. Legacy systems and manual processes were creating bottlenecks that slowed the administration’s ability to respond to citizen needs.
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Challenge
Staff were spending excessive time on repetitive, manual administrative tasks across multiple systems, causing delays in processing citizen requests and delivering resolutions.
Solution
Getronics identified low-value tasks, separated them from expert decision-making, and implemented hybrid automation systems covering data classification, retrieval, input, and citizen notification.
Results
The administration now processes citizen requests faster, with fewer manual hours, less human error, and automated follow-up on notifications and resolutions.
Manual processes and legacy systems in a region that demands more
The Social Services Administration manages citizen-facing processes that range from financial assistance applications to home care referrals and abuse prevention programmes. Staff were required to access multiple systems to verify, validate, and update data across reports and documentation, while managing high volumes of citizen interactions manually.
These repetitive, low-value tasks consumed staff capacity that could have been directed towards more complex casework. During periods of peak demand, the problem intensified, leading to delays in processing requests and issuing resolutions. The region’s vast geographic size, low population density, and ageing population made the situation more acute: citizens in remote areas needed faster, more accessible services, not slower ones.
Hybrid automation that separates routine processing from expert judgement
Getronics proposed a comprehensive solution built on a detailed analysis of the administration’s processes. The team identified which tasks were repetitive and low-value and separated them from those requiring specialist oversight and decision-making.
Hybrid interaction systems were designed to automate data classification, retrieval, and input, while preserving specialist involvement where expert judgement was needed. Automated communication and follow-up processes were implemented to accelerate how resolutions were notified and confirmed to citizens.
A critical part of the project was aligning the automation strategy with process integrity and short-term return on investment. Getronics worked closely with key stakeholders to gain buy-in, clarify responsibilities, and communicate the practical benefits of the changes to the teams who would use them daily.
Faster citizen resolutions, fewer manual hours, less room for error
The Social Services Administration now operates with measurably improved efficiency across its citizen-facing and internal processes. Repetitive, low-value tasks have been reduced for internal teams. Turnaround times for issuing resolutions to citizens are shorter. Notification supervision is now automated, improving both speed and reliability. Fewer manual hours are spent classifying and processing data, and human error across routine processes has decreased.
The result is a public service that can respond to citizens faster and more consistently, even during peak demand periods. By streamlining administrative processes, the administration has reinforced its capacity to deliver effective social welfare across one of Spain’s most geographically challenging regions.
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