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Good practice Imported

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

Portugal · Cascais · See the Portugal profile

Evidence: Descriptive / self-reported Top 46% 60/100 · Ask Evidence Copilot about this practice

Linha Cascais, Cascais municipality's contact line, used AI to schedule about 25,000 waste-collection requests in 2025, then became the first mainland-Portugal municipal service to win the APCC Quality Seal after a Bureau Veritas audit in July 2026.

~25,000
Requests auto-scheduled by AI (2025)
23 people
Contact-line team size
Linha Cascais — Portugal's First Municipal Contact Line to Win an Independently Audited Quality Seal After Automating 25,000 AI-Scheduled Requests

Details

Maturity
Scaling
Promoter
Câmara Municipal de Cascais — Linha Cascais
Period
2025–2026
Region (NUTS)
PT17
Keywords
local government, citizen contact centre, waste collection, digital services

Context

Linha Cascais, the citizen-contact line for Cascais municipality (Portugal), used AI in 2025 to automatically schedule an estimated 25,000 requests for green-waste and bulky-item collection.

Results

On 31 July 2026, Linha Cascais became the first municipal service in mainland Portugal to receive APCC's Quality Seal after an independent Bureau Veritas audit (about 200 criteria across 8 domains); the municipality frames AI as complementing rather than replacing its 23-person human team, and now plans an AI-based IVR system.

Implementation
Indicative cost
Low (< €50k)
Time to results
Short (< 1 year)
Staffing & skills
Linha Cascais team (23 people)

Conditions for success

  • AI reserved for repetitive scheduling tasks, freeing staff for cases needing personalised follow-up

Commonly funded by

National / regional programmes

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Data sources

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