Linha Cascais — Portugal's First Municipal Contact Line to Win an Independently Audited Quality Seal After Automating 25,000 AI-Scheduled Requests

Linha Cascais, the single citizen-contact line for Cascais municipality (Portugal), already used artificial intelligence in 2025 to automatically schedule an estimated 25,000 requests for green-waste and bulky-item collection — freeing its 23-person team to focus on cases needing more attentive, personalised follow-up.
On 31 July 2026, Linha Cascais became the first municipal service in mainland Portugal to receive the Quality Seal from APCC, the Portuguese contact-centre association, following an independent Bureau Veritas audit covering roughly 200 criteria across eight domains, including technology. The municipality — under mayor Nuno Piteira Lopes and communications director Marisa Ferreira — says it now plans an AI-based interactive voice response (IVR) system to route incoming calls and is evaluating automated call-monitoring tools for quality control.
Cascais frames the automation as a complement to, not a replacement for, its human staff, reserving AI for repetitive scheduling tasks while keeping people on cases that need empathy and follow-up.

Read the full analysis: https://noticias-cascais.pt/2026/07/31/linha-cascais-distinguida-com-selo-da-qualidade-apcc-pelo-atendimento-aos-municipes/