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Good practice Imported

Diella — Albania's AI avatar for government digital services

Albania · Tirana · See the Albania profile · See the Tirana profile

Evidence: Observational / pre–post Top 75% 47/100 · Ask Evidence Copilot about this practice

Diella is an AI-powered avatar integrated into Albania's e-Albania portal, handling natural-language queries across 1,253 government services. By 2025 it had processed nearly 1 million citizen interactions and issued 36,000 documents; critics note gaps in algorithmic oversight.

1,253 service types
Online services on e-Albania
95 %
Share of government interactions covered
972,000 interactions
Diella 2.0 interactions (since January 2025)
36,000 documents
Documents issued via Diella (since January 2025)
Diella — Albania's AI avatar for government digital services

Details

Maturity
Scaling
Promoter
Agency for the Delivery of Integrated Services Albania (AKSHI)
Period
2023-2025
Keywords
government, digital services, AI, citizen services, e-government

Context

Albania's e-Albania platform hosts 1,253 online services covering 95% of government interactions. In 2023 AKSHI (the Agency for the Delivery of Integrated Services Albania) integrated an AI-powered avatar, Diella, to give citizens 24/7 natural-language assistance; Diella 2.0, launched January 2025 with voice, text and visual interaction developed with Microsoft and OpenAI, operates in Albanian.

Results

Diella 2.0 accumulated approximately 972,000 interactions and facilitated the issuance of 36,000 government documents, reducing the need for citizens to visit physical offices.

Conclusions

Independent reporting by Transitions Online found Albania lacks dedicated AI governance legislation, that Diella's algorithmic decision-making criteria are not publicly disclosed, and that there is no independent audit or redress mechanism for citizens whose requests are declined or mishandled.

Implementation
Indicative cost
High (€500k–€5M) — No public budget figure found; built in partnership with Microsoft and OpenAI as part of the national e-Albania platform.
Time to results
Medium (1–3 years) — Initial integration 2023; Diella 2.0 (voice/text/visual) launched January 2025.
Staffing & skills
Agency for the Delivery of Integrated Services Albania (AKSHI) operates Diella, built with Microsoft and OpenAI

Conditions for success

  • Integration into the existing e-Albania portal already covering 1,253 services
  • Multi-modal (voice, text, visual) capability broadens accessibility

Common failure modes

  • No dedicated Albanian AI governance legislation exists
  • Algorithmic decision-making criteria are not publicly disclosed
  • No independent audit or citizen redress mechanism for declined or mishandled requests (documented by Transitions Online)

Where it fits

Governance type
national government e-government agency, built with private-sector (Microsoft/OpenAI) partners
Scale
national
Income level
upper-middle income

Commonly funded by

National / regional programmes

Indicative funding routes for practices of this type — always check each programme's current calls and eligibility rules.

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Data sources

Where this practice's information was retrieved from, and when.

Attachments

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