Spain's Social Security Treasury uses AI to summarise and classify citizen appeals in its electronic file system

Overview

The General Treasury of Social Security (TGSS) in Spain uses AI inside its SIMAD-SIEE electronic administrative file system to summarise the content of citizen appeals and classify them for processing or redistribution to the right management area. The first phase went live in January 2026, with human oversight at all stages and AI limited to summarisation and classification. The source describes reduced time to understand appeals and more consistent routing but gives no figures; suggested resolution proposals are a planned later phase.

The challenge

The obligation of public administrations to resolve procedures within the legal timeframe, citizens' right to effective judicial protection and the increasing volume of appeals against decisions of the General Treasury of Social Security made it necessary to consider technological alternatives to expedite the processing and resolution of appeals.

The solution

In the first phase, AI summarises the content of appeals received and processed through the SIMAD-SIEE electronic administrative file system, and the appeals are then classified for proper processing or redistribution to the appropriate management area. Human oversight is kept at all stages, AI use is limited to summarisation and classification, and privacy safeguards are embedded in the file system.

Reported business value

Since January 2026 the system has enabled automatic summarisation and classification of appeals, which the source says has reduced the time needed to understand their content and facilitated faster and more consistent routing. No figures are given. Suggested resolution proposals for case managers are a planned later phase, and greater efficiency is described as expected.