The province of Buenos Aires is inhabited by 17.7 million people[1]; which represents 38.7% of the Argentine population. In addition, 31% of the crimes that occurred nationwide[2] in 2020 were committed in this district.

The Public Ministry of the province of Buenos Aires is a judicial body headed by the Attorney General and made up of more than 8,600 agents (prosecutors, public defenders, and forensic experts, among others).

What has been said so far highlights the strategic importance of the provincial Public Ministry to strengthen justice and promote the general well-being of the citizens of my country.

In this framework, the Attorney General, Dr. Julio Conte-Grand, ordered in the year 2018 the creation of an ambitious technological innovation program called “MPBA 2050”[3]. The purpose of this program was to apply the technologies that emerged in the light of the 4th Industrial Revolution through a process of continuous improvement to ensure people’s access to justice.

The Attorney General appointed me to lead the team in charge of directing this digital transformation process, which works jointly with the agency’s IT and Management Control departments, among others.

Faced with such a relevant challenge, I decided to complete the Leading Digital Transformation Program with the conviction that it would provide me with invaluable tools for the development of the entrusted task and my professional career.

The experience exceeded my expectations.

Having the opportunity to listen to prestigious MIT professors and researchers speak about the main disruptive technologies worldwide has been an invaluable source of inspiration to improve the quality of our work in Argentina. It is an excellent catalyst to open new horizons of solutions to the problems of citizenship.

Once the Program ended, I took advantage of the knowledge acquired to lead the adaptation of the justice service to the new reality at the most critical moments of the pandemic.

Also, to coordinate the implementation of a CRM for the Victim at the end of 2020, which emerged from a quality survey carried out with 2,450 whistleblowers or victims of criminal acts in the Lomas de Zamora Judicial Department (the judicial department with the largest number of processes of the Province of Buenos Aires), which revealed that they were unaware of the progress of their criminal complaint, their rights and the existence of the Victim Assistance Center.

Within this framework, the information technology area developed a CRM and integrated it with the organization’s management system to strengthen the service provided to the victim. In this way, our system sends an automatic email to it at critical moments of the judicial process, which generates greater transparency and streamlines the relationship between the citizen and the investigator of the process.

For the development of the CRM of the Victim Assistance Center, a priority area of the Public Ministry, various sources were considered, among others, an interesting article published by the Journal of Oncology Practice[4] which identified a series of opportunities for improvement in the health service in the United States based on the perspective of the patient and the effectors of the health system.

The tool allows victims of sexual abuse and relatives or relatives of minors to be assisted in the event of a disappearance report. In this case, the system sends an automatic email informing you of the functions of the Victim Assistance Center, the name of the person responsible for monitoring the case in the office and keeping you informed about the news of the Victim Assistance Center. process.

Before extending the CRM to the entire Province, a new quality survey was performed by the victims of the Judicial Department of Lomas de Zamora, and 98.31% of respondents considered it convenient that the Public Ministry continues to make technological tools available to improve communications with the citizens.

Up until this moment[5], 405,394 victims were assisted through the system. If the remaining communications sent in the framework of the process are added to this number, the total amount rises to 420,748. We have also undertaken the adoption of agile methodologies to optimize the quality and speed of judicial dependencies and, finally, the digitization of the entire value chain of criminal investigation, a fundamental step for the development of a system based on Machine Learning.