Toluca, Mexico

2012 challenge

As the capital city of one of the most important states of Mexico, Toluca needs to be prepared to meet the growing demand of its citizens. The municipality government accordingly established an e-government strategy that has enabled them to rapidly meet social demands in the areas of public safety and public services. However there has not been a coordinated and organized work between the entities that integrate the services of the municipality, which has caused citizens to have a misperception of the services offered by their Government. The IBM team developed a series of recommendations to improve the response rate for service requests from its citizens.