OECD Observatory of Public Sector Innovation (2023) Report (multilateral / development partner)

Boti, the City's WhatsApp!

OECD OPSI

Ref: SRC-003-ARG-001

https://oecd-opsi.org/innovations/boti-the-citys-whatsapp/

Accessed: 3/25/2026

Summary

OECD OPSI case study documenting Boti's launch in February 2019, 450+ topics, 70+ integrations, 15 human service queues, 250+ operators, 11 million peak monthly conversations (January 2022), 200,000 pre-pandemic baseline, 1.3 million monthly active users, 90% satisfaction rate, 80%+ message comprehension rate. Details COVID-19 services including 11 million vaccination appointments. Documents social services (disability, childhood protection, gender violence, addiction, elderly care), team composition, Scrum/Kanban methodology, and WhatsApp 200 messages/second platform constraint.

View Harvard reference

OECD Observatory of Public Sector Innovation (2023) 'Boti, the City's WhatsApp!', OPSI Innovation Case Study. Available at: https://oecd-opsi.org/innovations/boti-the-citys-whatsapp/ (Accessed: 25 March 2026).

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