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Good practice Imported

Timi — Timișoara's 24/7 AI Assistant Logs 4,000 Citizen Conversations in Its First Month

Romania · Timișoara · See the Romania profile

Evidence: Observational / pre–post Top 83% 40/100 · Ask Evidence Copilot about this practice

Timișoara City Hall launched 'Timi', a 24/7 multilingual AI assistant for appointments, applications and complaints, built into a platform used by 141,000 residents. It logged 4,000 conversations in month one and was named an EU good-practice case by Interreg Europe.

141,000+
Cont Unic platform users (existing base)
1,000+
Users in first hours after launch (4 Feb 2026)
~4,000
Conversations logged in first month (Feb 2026)

Details

Maturity
Pilot
Promoter
Timișoara City Hall (Primăria Municipiului Timișoara)
Period
February 2026 – present
Region (NUTS)
RO42
Keywords
local government, citizen services, digital administration, chatbots

Context

On 4 February 2026, Timișoara City Hall launched Timi, a generative-AI virtual assistant built into the city's existing Unique Account (Cont Unic) platform, already used by more than 141,000 residents.

Objectives

Let citizens ask questions, book appointments and file applications or complaints around the clock, in multiple languages, through a channel deliberately kept closed-domain — it does not browse the open internet or offer personal opinions.

Activities

Timi answers by voice or text and works around the clock; the municipality has said it plans to add a human-like avatar to make interactions more intuitive.

Results

More than 1,000 people used Timi in the first hours after launch, and the assistant logged roughly 4,000 conversations with residents in its first month; it was subsequently included by Interreg Europe in its cross-EU repository of good-practice public administration solutions.

Conclusions

No independent efficiency study comparing wait times, cost per interaction, or citizen satisfaction against the previous channel has been published yet; the public record so far consists of adoption counts from the city and press coverage, not a rigorous outcome evaluation.

Implementation
Indicative cost
Low (< €50k)
Time to results
Short (< 1 year)
Staffing & skills
Timișoara City Hall (Primăria Municipiului Timișoara) digital services team

Conditions for success

  • Built on the already-adopted Cont Unic platform with 141,000+ existing users
  • Closed-domain design (no open-internet browsing or personal opinions) to control answer quality
  • Planned human-like avatar to improve interaction

Common failure modes

  • No independent efficiency study yet published to confirm gains over the previous service channel

Commonly funded by

National / regional programmes

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Data sources

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

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