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Success Stories7 min read
Municipality Digital Transformation: Automation in a Security Environment
A large Municipality was facing IT Helpdesk overload and delays in 24/7 fault logging. By deploying Bytsecure's platform locally, L1 IT Support was automated.
case-study municipality transformation
The Challenge
A large Municipality in Northern Greece was facing serious IT Helpdesk overload. With over 1,500 employees and dozens of services, the IT department received hundreds of requests daily. The 24/7 fault reporting hotline (burnt-out lights, water supply issues, road problems) was constantly busy.
The Solution
We installed the Bytsecure platform on the Municipality's physical servers:
- L1 IT Support Agent: Automatic response to common IT requests (password resets, VPN access, printers)
- 24/7 Phone Assistant: Automatic fault logging with natural voice, categorization, and routing to the appropriate department
- Process Assistant: Answers to employee questions about administrative procedures (leave, documents)
Results
- -80% response time**: From 4 hours to 15 minutes
- 450 hours/month saved**: IT staff freed for more complex projects
- 100% compliance**: Full compliance with GDPR, NIS2, and EU AI Act
The Key to Success
On-premise installation was critical. Citizen data never left the Municipality's servers. This enabled immediate approval from the DPO and legal department.