We’re talking about… ANA 2.0 – An interview with Silvia Tomillo
Watch the full interview on the future of AI in Valladolid’s public administration: Watch the interview on YouTube
Is it possible for a public administration not only to talk to its citizens, but to truly understand them and evolve with them? What seemed like a risky bet just a couple of years ago at the Valladolid City Council has now become an international benchmark.
The ANA project, developed together with Google Cloud and Luce IT, was not only the first virtual assistant with Generative AI in a Spanish city council; it marked the beginning of a revolution in public management that is now taking a giant leap forward with the announcement of ANA 2.0.
How can technology be humanized from within an institution?
When ANA was launched on July 4, 2024, the challenge was enormous: breaking down the barriers between citizens and bureaucracy. It was not about adding yet another chat to a website, but about creating a tool capable of summarizing complex regulations and guiding residents naturally.
This effort did not go unnoticed, with the project being recognized by Google Cloud for its business value and return on investment (ROI). But beyond the awards, what truly matters is what has happened “under the hood” during this time.
What happens when a city truly decides to “listen”?
Below, we summarize the most impactful milestones of this first stage. These are figures that raise fascinating questions about what the relationship with the state will look like in the near future:
- The end of “invisible bureaucracy”: Unprecedented operational agility has been achieved, but how has this changed the City Council’s internal workload? The data reveals a transformation in the way citizen demands are identified.
- Trust as a KPI: The volume of queries has exceeded expectations, creating a new scenario: are citizens more willing to interact with an AI than with a traditional form?
- Data governance for better decision-making: ANA has enabled municipal managers to know, in real time, what people are truly concerned about. This opens an interesting debate: is this the end of political decisions based on intuition and the beginning of management based on pure evidence?
- Closing the digital divide: Surprisingly, natural language has made access easier for people who previously felt excluded from digital administration. Could AI, ironically, be the most human tool for inclusion?
All these points, and the specific metrics that support them, are discussed in depth in the new interview we have just published.
The next level: The announcement of ANA 2.0
If the first phase was a success, what comes next is even more ambitious. We are now witnessing the arrival of ANA 2.0, an evolution that promises to move from active listening to continuous learning.
As Silvia Tomillo, Special Delegate Councillor for Administrative Modernization, explains, the goal is for the assistant to become increasingly “smarter”, learning from every interaction to offer a level of personalization that, until now, was unthinkable in the public sector. ANA 2.0 will not only answer questions; it is designed to integrate into the heart of the city’s operational processes.
Discover ANA 2.0 in video format
To understand this phenomenon, we have brought together two of its key protagonists in an exclusive interview: Silvia Tomillo and Ignacio Pesquera, Business Development Director at Luce IT.
In this conversation, they reveal the secrets behind this “social ROI” and how technology has made it possible to optimize public resources in a way that seemed like science fiction just 24 months ago. If you want to know how your city will be managed in 2026, you cannot miss their insights.
Google Cloud confirms it: The strength of this project is such that Google Cloud continues to feature Valladolid’s success story as one of its global benchmarks in citizen-focused digital transformation.
At Luce IT, we are proud to continue supporting Valladolid City Council on this journey. Our technology LIA (Luce Intelligent Assistant) is the heart of this assistant, always ensuring the security, data masking and regulatory compliance required in the public sector.
Frequently Asked Questions about ANA and Generative AI in Valladolid
1. What makes ANA different from a traditional city council chatbot?
Unlike older chatbots that work with closed menus and pre-programmed answers, often frustrating ones, ANA uses Generative Artificial Intelligence. This allows it to understand natural language, maintain a fluid conversation and summarize complex information from multiple official documents to provide a direct and clear answer, instead of simply sending you a link.
2. How does ANA ensure that the information it provides is truthful and official?
Security and accuracy are critical. ANA has been trained under a “protected listening” model, which means it only uses Valladolid City Council’s official knowledge base as its source. In addition, it includes security filters provided by Google Cloud and Luce IT that prevent the assistant from inventing information or providing answers outside its area of competence.
3. What specific new features does ANA 2.0 bring?
ANA 2.0 marks the transition from an informational assistant to a smarter and more proactive one. This evolution includes continuous learning capabilities to better understand residents’ recurring needs, greater integration with internal systems to streamline procedures and an even simpler interface to reduce the digital divide.
4. Is my personal data safe when speaking with the assistant?
Absolutely. The project strictly complies with the National Security Framework and the GDPR. Thanks to Luce IT’s technology, sensitive data masking layers are applied, ensuring that citizen privacy is always the priority and that the AI only processes the information necessary to resolve the query.
5. Why has this project been internationally recognized by Google Cloud?
Google Cloud awarded Valladolid City Council, Luce IT and ANA the “Superior Business Value and ROI” award because it is not only a technological innovation, but has also demonstrated real results: more efficient management of public resources, better data-driven decision-making and, above all, a tangible improvement in 24/7 citizen service.
