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chIPA: Digital Communication Revolution

Received Golden Case recognition at the CAF Users Event 2025 in Warsaw

CAF Best Practice
Date of publication: September 2025

Executive summary

The Institute of Public Administration (IPA) in Bulgaria has integrated a chatbot, named “chIPA”, to enhance digital communication and support services. This innovation aims to address challenges like frequent phone calls and time-consuming emails. The process involved needs assessment, design, testing, and implementation. ChIPA improves user engagement, supports 24/7 information delivery, and aligns with the country’s digital transformation in public administration.

 

About the organisation

The Institute of Public Administration is the leading training institution of the Bulgarian public administration. It also plays a role of National CAF Resource Center. and supports the work and implementation of the CAF model in the Bulgarian public administration The IPA’s key functions include: contributing to the professional development and career promotion of public administration employees; playing a major role in the process of research, development, promotion and transfer of innovations and practices of “good governance” for modernizing the administration; increasing the capabilities of the administration to develop and implement projects in the framework of EU funds; providing assistance in implementing quality management in the Bulgarian administration; others.

In last years, the Institute has paid a special attention to innovation and digitalization processes. As part of its efforts to integrate new technologies, IPA developed an AI-powered chatbot – chIPA. The process involved analyzing needs through focus groups and designing the chatbot’s functionalities in a collaboration with IT experts. After internal and external pilot testing, adjustments were made before launching the chatbot on the IPA website. Continuous monitoring and updates ensure its accuracy and reliability.

IPA is one of the first Bulgarian institutions to implement an AI chatbot, encouraging innovation within the state administration.

Quality improvement aspects

The objectives of the chIPA chatbot project focus on improving public administration work through digital innovation and efficient communication. The chatbot enhances communication by providing 24/7 support, addressing FAQs, and assisting with administrative processes, thereby reducing phone calls and email queries. It also strengthens digital competencies within IPA by enhancing civil servants’ digital skills, aligning with broader public administration trends. The project supports IPA’s digital transformation by streamlining internal processes, improving service delivery, and ensuring better access to information. Following the CAF model for continuous improvement, regular feedback, testing, and updates ensure the chatbot evolves with technological advancements and users’ needs.

The success of these objectives is measured through quantifiable steps. Communication enhancement is tracked by monitoring reductions in phone and email queries and analyzing users’ engagement and satisfaction. Digital competency improvements are assessed by training participation rates, post-training evaluations, and the effectiveness of the chatbot in resolving queries. The chatbot’s impact on digital transformation is quantified through response time improvements, better access to information, and reduced administrative workload. Continuous improvement is measured by tracking updates, user feedback, and issue resolution, with effectiveness assessed through user satisfaction surveys and performance analytics. These metrics allow IPA to evaluate the project’s success in real-time. 

Stakeholders and communication

ChIPA project is part of the IPA’s new CAF Improvement Plan, based on the CAF self- assessment process in 2024. The project was supported and directed by IPA’s Executive Director, aligning with CAF principles for the leader engagement as a key in making all kind of changes, optimizations and improvements in the organization. The initiative was communicated internally via employee briefings and team meetings, and externally through IPA’s group communication channels. Employees were actively involved through focus groups, testing phases, and providing feedback during the design and development stages. Civil servants’ needs were considered through focus groups and feedback during the pilot testing, ensuring the chatbot addressed common issues and FAQs. The project was carried out with support from IT specialists and experts, who assisted in the design, development, and testing phases. External support was utilized for chIPA technical development in order to ensure the project aligned with best practices in digital transformation and public administration improvement.

Implementation process/approach

The process of implementing chIPA was carefully planned in several phases, each designed to address specific challenges and ensure that the final product meets both internal and external needs. The project aims to improve communication processes, streamline information delivery, and support IPA’s broader digital transformation goals.

The first step was conducting a needs assessment, which identified specific communication challenges faced by IPA. Insights have been gathered from focus groups of IPA staff and external users. They highlighted the high volume of phone calls and emails relating to FAQs, which were time-consuming and inefficient. With these insights, IPA set a clear objective to design a digital solution to address these communication challenges.

The second step involved the design and development of chIPA. Working group was assembled to select appropriate technologies and develop a prototype. The design focused on core features such as answering common FAQs, providing information about IPA’s courses and events, and guiding users through various administrative procedures.

Once the prototype was developed, the next phase was pilot testing. Selected group of people tested the chatbot to ensure that it functioned as intended.

Following successful pilot testing and necessary adjustments, IPA moved on to the implementation phase. In this phase, chIPA was available to all IPA employees, who were asked to test the chatbot by asking various questions. After the employee gave their initial feedback and first finetuning was made, selected external users from different administration were invited to test and give their feedback.

The final phase was launching chIPA. After the internal testing and validation, chIPA was officially launched on the IPA website. In the months following the launch, we focused on continuous monitoring and improvement. Regular updates are implemented to enhance the chatbot’s functionality, ensuring that it remained relevant and UpToDate.

The successful implementation of chIPA relied on several key methods and tools. The CAF model for continuous improvement was used as a guiding framework throughout the project. This model helped IPA focus on ongoing optimization, monitoring, and feedback integration, ensuring that the chatbot evolved with changing user needs and technological advancements.

Focus groups and pilot testing were critical tools used to gather feedback from both employees and external users. These methods allowed IPA to fine-tune the chatbot’s features and ensure it met the needs of its users.

Internal and external costs:

The internal costs were primarily associated with employee’s time and resources. IPA staff participated in the needs assessment, testing, and validation phases, which required significant time commitment.

The IT specialists and technical consultants who developed the chatbot’s prototype and ensured its smooth integration with IPA’s existing systems worked under the project as volunteers.

Main wins (success factors) and challenges include:

  • Improved communication
  • Enhanced user engagement
  • IPA’s leadership in innovation: As one of only two Bulgarian institutions to implement an AI chatbot, IPA set a positive example for other public institutions in terms of digital transformation.
Challenges:
  • Technical difficulties: During the pilot phase, some technical issues were These were resolved by gathering user feedback and working closely with IT specialists to make necessary adjustments. ChIPA proved that through careful planning and stakeholders’ engagement IPA was able to achieve its objectives and set a standard for innovation in Bulgarian public administration.

Success Measurement. Main results with regards to the focus area

The integration of chIPA resulted in significant improvements across various focus areas, including communication efficiency, user engagement, and digital transformation. These improvements were systematically measured using both qualitative and quantitative indicators to evaluate their effectiveness.

1.  Improvements in Communication Efficiency:

The primary goal of chIPA is to enhance communication by reducing FAQs via phone calls and emails.

Planned Measured Results:
  • Reduction in phone calls and email correspondence: The most notable improvement was a significant decrease in the number of phone calls and emails related to frequently asked questions (FAQs). This was measured by tracking the number of queries received via traditional channels before and after the chatbot’s
  • Faster response times: By offering 24/7 support, the chatbot enabled quicker
  • User engagement: The chatbot’s effectiveness was evaluated through interaction metrics, such as the number of users interacting with the chatbot, and the number of queries successfully answered without human These indicators helped assess how well the chatbot replaced traditional communication methods and how much it improved user satisfaction.

Planned Quantitative Indicators:

  • Reduction of phone and emails
  • Number of interactions with the chatbot
  • User satisfaction ratings

 

  1. Improvement in User Engagement:

ChIPA aims to increase user engagement by providing easy, 24/7 access to information about IPA services, courses, events, and administrative processes.

Planned Measured Results:
  • Increase in user satisfaction: Feedback from users via post-interaction surveys helped measure satisfaction levels.
  • Ease of use: Qualitative feedback gathered from users was analyzed to understand how easy the chatbot was to navigate, and how effectively it met their needs.
Planned Quantitative Indicators:
  • User satisfaction
  • Engagement rate (users interacting with the chatbot total website visitors)
3.  Support for Digital Transformation:

The chatbot contributes to IPA’s broader digital transformation efforts by automating administrative processes and improving internal processes for employees.

Planned Measured Results:
  • Internal process optimization: IPA employees benefited from the chatbot by spending less time answering FAQs.
  • Digital competency: As part of IPA’s goal to enhance digital skills, the chatbot was used to train employees and foster their comfort with new technology. Employee participation in training sessions and the use of digital tools like the chatbot were tracked to measure the growth of digital competencies.
Planned Quantitative Indicators:
  • Time saved by employees on routine tasks
  • Number of successful administrative queries processed by the chatbot.
  1. Long-term Effects and Measurement:

The long-term effects of the chIPA chatbot’s implementation will be measured through continuous monitoring and analysis, as well as regular feedback from users and employees.

 

The essence of the innovation and the transferability of the solutions introduced

The chIPA chatbot project implemented by IPA represents a significant innovation in the field of public administration. The key innovation is the use of artificial intelligence (AI) and digital tools to enhance communication, public service delivery and to support the broader digital transformation goals of the Bulgarian public sector.

The innovation of chIPA lies in the integration of AI technology into the daily operations of a public administration institution. By automating responses to frequently asked questions and assisting with administrative tasks, the chatbot provides 24/7 user support, improving response times and reducing the administrative burden on IPA employees.

What makes the project particularly innovative is its holistic approach – not just improving communication efficiency but also aligning with broader trends of digitalization and innovation in public administration. IPA’s decision to apply the CAF model for continuous improvement has also ensured that the chatbot is a part of an ongoing process of innovation, adapting and evolving in response to feedback and technological advancements.

The chIPA project is highly transferable to other public institutions, both in Bulgaria and internationally. The core elements of the project that are adaptable to other contexts include:

  1. AI chatbots: The use of AI for answering frequently asked questions and streamlining administrative tasks can be replicated across different organizations, especially within public service delivery systems.
  2. Digital transformation: The project demonstrates how public administration can successfully integrate digital tools to improve efficiency, enhance communication, and reduce workloads.
  3. Stakeholder engagement: IPA’s approach to gathering insights from both employees and external users through focus groups and pilot testing is a method that can be used by other organizations to ensure that technological solutions meet the needs of users.
Success Factors:

The success of the chIPA project is possible because of several key factors:

  • Clear objectives
  • Stakeholder involvement
  • Continuous feedback and improvement
Lessons for Other Institutions:

For organizations looking to benefit from IPA’s experience, the key lessons include:

  • Involve stakeholders early: engaging both internal employees and external users in the needs assessment and testing phases helps ensure the solution is aligned with their needs.
  • Continuous improvement
Situations for Applying the Experience:

chIPA is particularly relevant in the following scenarios:

  • Public sector digitalization: institutions looking to enhance their communication efficiency and automate repetitive administrative tasks can adapt the chatbot model.
  • 24/7 public service: the chatbot solution can be applied to any institution where there is a high volume of public inquiries, enabling real-time, on-demand support.
  • Employee efficiency: public organizations seeking to free up their employees from answering routine questions can implement this model to improve internal productivity.

In conclusion, chIPA offers a powerful example of how digital innovation can transform public administration. By focusing on automation, AI, and continuous improvement, IPA has set a benchmark for other institutions aiming to modernize their operations, streamline communication, and better engage with users.

Lessons learnt

Lesson 1: Involve stakeholders early and continuously

One of the key lessons from the implementation of chIPA at IPA is the importance of involving stakeholders. Before launching the chatbot, IPA conducted needs assessment analysis and organized focus groups to gather insights into common queries and challenges faced by users and staff.

Тhe continuous feedback allowed the project to adapt and evolve. The feedback from employees provided valuable data that helped refine the chatbot’s functionalities. This process ensured that the final product was user-friendly, relevant, and effective.

For other institutions, this lesson highlights the importance of involving employees and service users from the start and keeping them engaged throughout the whole process. Therefore, institutions should prioritize stakeholder involvement, not just during the planning phase, but throughout the implementation and beyond.

Lesson 2: Start small with pilot testing and evolve

Another important lesson is the value of pilot testing and the ability to make adjustments before the deployment phase. This allowed the team to test the functionality, identify bugs, and gather direct feedback. Areas for improvement were identified and the chatbot’s answers were verified before it was launched to all employees and external users.

For other institutions, the lesson here is to start small and test before full-scale implementation. By using a pilot phase, institutions can identify potential issues early and make necessary adjustments.

Lesson 3: Continuous improvement and adaptation

The third key lesson from the chIPA project is the need for continuous improvement and adaptation. ChIPA is not a static tool. Following the ideas of the integration of CAF, IPA regularly assesses its tools, processes, and technologies to ensure they are aligned with current best practices and meet the growing demands of public service delivery.

Regular monitoring and updates are important to maintaining chIPA’s relevance and effectiveness. IPA ensures the chatbot evolves alongside changes in user behavior, new technological developments, and adjustments in public service processes. This proactive approach ensures the chatbot stays relevant, effective, and efficient in meeting its goals. IPA plans also to develop and use chIPA as an useful tool of disseminating knowledge and consultations on the CAF model in Bulgaria.

For other institutions, this lesson emphasizes the importance of continuous evaluation and adaptation after deployment. Implementing a digital tool like a chatbot is just the beginning. To maintain success and long-term impact, institutions must invest in ongoing updates and improvements based on user feedback and technological advancements. This ensures the tool remains aligned with its original objectives and adapts to new challenges and opportunities as they arise.

Conclusion

In conclusion, the three key lessons from chIPA project are:

  1. Engage stakeholders early and continuously to ensure the solution meets real user
  2. Pilot testing to address issues early and make improvements before official
  3. Continuous improvement by regularly updating and refining the solution based on feedback and technological progress.

By following these principles, other institutions can ensure the successful implementation of similar digital solutions, improving communication, and enhancing public service delivery.

Read the
complete study

About the author(s)

Tanya Ivanova
Institute of Public Administration – IPA
Bulgaria

Co-author(s)

Mimi Yotova
National CAF Correspondent
Bulgaria

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Bulgaria
Written by: Tanya Ivanova
Project Manager
of Institute of Public Administration – IPA

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Received Golden Case recognition at the CAF Users Event 2025 in Warsaw
September 2025 -
The Human Resources Management Service (Government of the Republic of Serbia)
, Serbia