Accelerating Public Services Through AI Automation

How generative AI streamlined document processing, reduced errors, and accelerated access to government services.

Customer Overview

The Michoacán State Government is a key unit within the State's Secretariat of Finance and Administration, leading the digital transformation of public management. Its mission is to leverage modern information technologies to optimize internal processes, improve administrative efficiency, and establish a more transparent framework that strengthens citizen trust.

Through these initiatives, the department drives the modernization of public services, enabling the wide dissemination of government information and the creation of digital solutions that enhance citizen experience. With this, Michoacán is taking solid steps toward a government that is more open, accessible, and centered on the needs of its people.

Challenge

The Michoacán State Government faced the challenge of simplifying state procedures that require citizens to verify their address using a proof of residence, typically an electricity bill from the Comisión Federal de Electricidad (CFE). Manual data entry for these procedures was often tedious, confusing, and error-prone, creating friction and delays for citizens trying to access government services.

Without intervention, these digital procedures risked becoming slow and frustrating, with incorrect or false addresses potentially being submitted. The goal of streamlining citizen interactions and improving service efficiency would be compromised, affecting the overall perception and trust in government systems.

By automating the extraction and validation of address data from proof of residence documents, the Michoacán State Government can significantly reduce manual input errors, accelerate processing times, and enhance the overall citizen experience. Leveraging generative AI to analyze unstructured documents ensures accurate data handling, enables high-volume processing, and strengthens the state's broader digital transformation objectives.

Solution

To address the Michoacán State Government's challenge of simplifying and accelerating the processing of citizen-submitted proof-of-residence documents, the partner implemented a comprehensive AWS-based generative AI solution. The system automates document ingestion, text extraction, and structured data validation, significantly reducing manual data entry, improving accuracy in address verification, and enhancing the overall citizen experience. This solution aligns directly with the government's business goals of streamlining procedures, increasing reliability, and supporting the digital transformation of public services.

The architecture leverages serverless AWS services for scalability, security, and cost-efficiency. Amazon Route 53 and Amazon API Gateway provide a secure, scalable entry point for client requests, integrated with AWS Lambda functions that handle authentication, API logic, and file preprocessing. Uploaded documents are stored in Amazon S3 buckets, encrypted using AWS KMS, and trigger Amazon Textract for OCR and text extraction. Extracted text is then processed by Amazon Bedrock using Claude-based models with few-shot learning and Chain-of-Thought reasoning, transforming unstructured text into structured insights such as street names and postal codes. The results are securely persisted in Amazon DynamoDB, allowing fast and reliable access for downstream validation and citizen services.

The partner provided full support throughout the deployment, from pre-implementation planning and secure architecture design to post-implementation monitoring and optimization. AWS CloudFormation, Secrets Manager, and CloudWatch were used to automate infrastructure deployment, manage sensitive credentials, and monitor system health and performance. All compute occurs within private subnets in an Amazon VPC, and access is strictly controlled via IAM roles and security groups, ensuring compliance, auditability, and protection of citizen data.

This solution demonstrates a seamless integration of AWS generative AI capabilities with government digital services, enabling high-volume, accurate, and secure document processing.