Digital transformation cannot merely be a corporate slogan. Digitizing institutions is essential for driving inclusive development, enhancing operational efficiency, and bridging capacity gaps in Latin America and the Caribbean, particularly due to its potential to reduce inequality and boost productivity. Yet, the challenge remains optimizing processes without complete dependence on technical teams. Here is where low-code/no-code (LCNC) platforms like Microsoft Power Platform or Google AppSheet, combined with intelligent assistants such as Gemini or Copilot, emerge as powerful solutions for modernizing governments and businesses broadly. These tools allow for the creation of customized technological solutions and democratize software development.
The IDB’s institutional strategy recognizes that strengthening public management and promoting digital transformation are essential conditions for sustainable impact. But how does this translate practically? Imagine a common need: automating repetitive tasks and centralizing information within a division. Without an appropriate, well-adapted working ecosystem, this might become a complex project involving high personnel costs and months of work. Today, technological providers simplify this process by integrating productivity tools with process automation and artificial intelligence within a single working environment. Thus, a division can design custom applications that include email management tools, cloud storage services, and video conferencing platforms through intuitive user interfaces, without programming knowledge, specialized technical support, and access from any device.
LCNC platforms enable the development of various technological solutions, from automating workflows to creating mobile apps, websites, or virtual assistants. Choosing the best platform will depend on the project’s specific needs, particularly in entities with limited technical and financial resources.
From Problem to Solution: A Practical Case with Real Impact
In any digital project, the tool itself is less critical than having a clear objective and scope from the start. Defining what needs solving and the project’s boundaries distinguishes a functional solution from an unfinished experiment.
This was precisely the starting point for a colleague who decided to transform a routine process within her organization. She aimed to drastically reduce response times to frequent economic and market-related questions she received daily from various channels. Addressing these queries required consulting multiple sources and finding an efficient way to deliver agile, clear answers to each requester. She designed a conversational agent on an LCNC platform, naming it Mr. Know-it-all, integrating cloud storage and messaging services. The result not only solved a daily issue but initiated broader workflow transformation.
She followed a four-step strategy:
Step 1: Define the Approach
She decided how to present centralized, updated, and accurately interpreted information to users. She listed and grouped frequently asked questions by topic, identified consultation channels, and preferred response formats. After evaluating alternatives, she created a conversational bot offering 24/7 service.
Step 2: Design Interaction Flow
With the approach defined, she chose an LCNC platform compatible with her organization to speed up implementation. She selected a cost-effective alternative, got general training, and consulted additional online resources. She opted for a decision-tree-based approach, enabling guided, personalized responses through clicks and selection cards instead of relying on potentially imprecise or inconsistent generative AI-generated open answers. This ensured precise, relevant user guidance through predefined options and included personalized actions like welcome messages and failure reports.
Step 3: Automate the Process
Creating the bot required the LCNC platform to integrate multiple digital services and automate existing workflows. It needed access to an online document management system for information queries and efficient integration with messaging and email apps to deliver instant user responses. Interaction logging online was essential for generating usage metrics and identifying new requirements. Connections through predefined application programming interfaces (APIs) allowed solution scalability without advanced software development knowledge. Currently addressing frequent queries, the bot’s design allows future expansion as usage grows within the organization.
Step 4: Accessibility through an App
To facilitate use, the bot was packaged/“deployed” as a custom application through the LCNC platform, offering a minimal user interface and published in the organization’s app catalog. Thus, organizational members easily and securely accessed it as there was a preexistent integration between available platforms.
An Alternative for Governments and Executing Agencies
Digital transformation in the public sector has gained prominence over the past decade due to growing citizen demands for more efficient, transparent, and inclusive services. This has driven governments to seek accessible digital transformation models without risking public funds. LCNC platforms enable public officials to design technological solutions based on efficiency, universality, and transparency principles, without advanced programming skills. These tools facilitate implementing everything from online forms and appointment scheduling to dashboards or real-time notifications, significantly reducing implementation times and costs, thereby democratizing digital innovation.
International references and inspiring cases
Studies such as IDB’s “El fin del trámite eterno“, the World Bank’s GovTech Maturity Index (GTMI), and OECD’s Digital Government Index (DGI) highlight citizens’ primary dissatisfaction with government services, emphasizing excessive bureaucratic procedures, delayed responses, dispersed information, and corruption. Many of these issues could be minimized with LCNC-created solutions. The UK’s Government Digital Service (GDS) program exemplifies successful public sector LCNC training as part of its national digital transformation strategy.
The World Bank has internally combined automation and LCNC to enhance operational efficiency and knowledge delivery. For instance, the Pension Middle Office automated financial reporting, investment exposure monitoring, and operational risk reduction. Additionally, it explored generative AI solutions through chatbots like the Public-Private Partnership Resource Center bot, simplifying searches for curated public-private partnership and risk management content.
In Latin America and the Caribbean, this approach has significant potential for executing agencies managing international cooperation resources or multisectoral projects. LCNC tools enable quicker responses, real-time monitoring, and operational risk reduction.
Considerations for Implementation
Implementing technological solutions with LCNC platforms can significantly benefit organizations but requires planning. Key aspects include:
- Security: Organizations must establish clear policies on who can develop LCNC solutions and handle data to protect sensitive information and clearly define LCNC platform providers’ responsibilities regarding solution security.
- Licenses: Although free or trial versions exist, full platform functionality often requires paid licenses. It is necessary to look for suitable licensing options based on users, usage volume, or technical support.
- Service Account: Create a service account for deploying technological solutions to ensure continuity if the original creator leaves or changes roles.
- Logging and Traceability: All automated interactions must leave records. These facilitate audits, bottleneck identification, and improvement opportunities.
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