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Title
Spain's Social Security Treasury uses AI to summarise and classify citizen appeals in its electronic file system
…analyst Added on: 30 Sep 2026 Updated by: OECD analyst Updated on: 30 Sep 2026 This initiative uses artificial intelligence to automatically summarise appeals submitted by citizens to the Social Security administration. It helps caseworkers quickly understand the main issues raised and classify eac…
Description
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.
…rnatives to expedite the processing and resolution of appeals. In this project, the first phase involved using AI to summarise the content of appeals received and processed through the SIMAD-SIEE (Electronic Administrative File System) application. These appeals were then classified for proper processing or redistribution to the appropriate management area. This first phase was implemented in January 2026. In a subsequent phase, the plan is for AI to suggest resolution proposals to th…
…d as support tools, not automated decisions. These challenges were addressed by keeping human oversight in all stages, limiting AI use to summarisation and classification, and embedding privacy safeguards within the electronic administrative file system. A key lesson learned is that AI delivers most value when applied to well‑define…
…appropriate management area. This first phase was implemented in January 2026. In a subsequent phase, the plan is for AI to suggest resolution proposals to the case manager regarding the issues raised in the appeal document, as well as for AI to proces…
Company
Tesorería General de la Seguridad Social (Spain)
…he legal timeframe, the right of citizens to effective judicial protection, and the increasing volume of appeals against decisions issued by the General Treasury of Social Security (TGSS) have made it necessary to consider technological alternatives to expedite the p…
Country
Spain
…l safeguards, user trust. AI Tags Generative AI Trustworthy AI AI in Government About the policy initiative Spain Category: AI policy initiatives, programmes and projects Initiative type: AI use cases/p…
Industry
Government & Public Sector
…ype: AI use cases/projects in the public sector Status: Active Start Year: 2026 Target Sectors: Social & welfare issues Public sector OECD AI Principles: — Other relevant urls: — Related AI Initiatives See all Pol…
Problem
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.
…ificial al Sistema de expediente administrativo electrónico Initiative overview The obligation of public administrations to resolve administrative procedures within the legal timeframe, the right of citizens to effective judicial protection, and the increasing volume of appeals against decisions issued by the General Treasury of Social Security (TGSS) have made it necessary to consider technological alternatives to expedite the processing and resolution of appeals. In this project, the first phase involved using AI to summarise the content of…
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.
…rnatives to expedite the processing and resolution of appeals. In this project, the first phase involved using AI to summarise the content of appeals received and processed through the SIMAD-SIEE (Electronic Administrative File System) application. These appeals were then classified for proper processing or redistribution to the appropriate management area. This first phase was implemented in January 2026. In a subsequent phase, the pl…
…d as support tools, not automated decisions. These challenges were addressed by keeping human oversight in all stages, limiting AI use to summarisation and classification, and embedding privacy safeguards within the electronic administrative file system. A key lesson learned is that AI delivers most value when applied to well‑define…
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.
…s, or preparing for future increases in workload. Results, outcomes and impacts Since its implementation in January 2026, the initiative has enabled the automatic summarisation and classification of appeals received by the Social Security administration, supporting caseworkers in the initial review of each file. This has reduced th…
…rity administration, supporting caseworkers in the initial review of each file. This has reduced the time needed to understand the content of appeals and has facilitated their faster and more consistent routing to the appropriate management area. Results are measured through operational use of the system, review of generated…
…oring of processing workflows within the electronic administrative file system. In the future, the initiative is expected to support greater efficiency in appeal handling, better workload distribution and improved capacity to manage cases. Other relevant details Challenges and lessons learned: One of the main challeng…
AI capabilities
Generative AI
…this type require clear scope, legal and organisational safeguards, user trust. AI Tags Generative AI Trustworthy AI AI in Government About the policy initiative Spain Category: AI policy initiatives, programmes a…
Implementation approach
The first phase, summarising and classifying appeals, was implemented in January 2026. In a subsequent phase, the plan is for AI to suggest resolution proposals to the case manager.
…ied for proper processing or redistribution to the appropriate management area. This first phase was implemented in January 2026. In a subsequent phase, the plan is for AI to suggest resolution proposals to th…
…appropriate management area. This first phase was implemented in January 2026. In a subsequent phase, the plan is for AI to suggest resolution proposals to the case manager regarding the issues raised in the appeal document, as well as for AI to proces…
Headline outcome
…rity administration, supporting caseworkers in the initial review of each file. This has reduced the time needed to understand the content of appeals and has facilitated their faster and more consistent routing to the appropriate management area. Results are measured through operational use of the system, review of generated…
Use case type
Document processing
…analyst Updated on: 30 Sep 2026 This initiative uses artificial intelligence to automatically summarise appeals submitted by citizens to the Social Security administration. It helps caseworkers quickly understand the main issues raised and classify ea…
