Artificial intelligence has emerged as a strategic lever for transforming public organizations, particularly in their pursuit of operational excellence. In a context characterized by increasing citizen expectations and growing process complexity, municipalities are required to rethink their management practices through data valorization and intelligent automation. The present study presents a structured reflection on the optimization of the 311 call center of the City of Lévis. We discuss the application of the Digital DMAIC methodology, progressing systematically from process definition through data-driven analysis to enable the selection of the most critical key performance indicator. This KPI is then leveraged to train predictive models that inform and support the solution ultimately implemented.

Keywords

Artificial Intelligence, Predictive Modeling, Call Center Optimization, Digital DMAIC, Machine Learning