Gobierno de la Ciudad de Buenos Aires x Qualtrics

Buenos Aires serves three million residents through dozens of services — renewing a driver's license, registering a marriage — the moments where government either works or it doesn't. The city could measure how those went, but only through manual surveys spaced too far apart to act on. By the time frustration reached anyone who could do something, the case was closed and the resident had already drawn their own conclusion. Using Qualtrics, the city moved to daily capture within 24 hours of each interaction, close enough to the experience that something could still be done about it. That immediacy is what made Close the Loop possible: a program that reaches only residents who said they were dissatisfied. Not a score to report upward, but a list of people owed a phone call.

Reading feedback quickly only helps if the right office sees it. Text iQ analyzes incoming comments as they arrive, and automated alerts refer residents reporting a poor experience straight to the team that calls them back — routed by what the resident actually said, not by what a dashboard averaged. The reach grew alongside the discipline. Since 2019 the program has spread to more than 50 listening posts across 20 government areas, with distribution automated through eight integrated systems. More than 250 people across the city government now work directly with the data, so the office responsible for a service is the office that sees what residents say about it. The result: 5.3 million responses collected since 2019, 225,543 comments managed through Close the Loop, and 96,711 residents who got a call about a problem they had reported.