25 years of line 195: Outsourcing accompanies the evolution of citizen care in Bogotá
Sep 30,2026 
By Outsourcing Site Admin 
25 years ago, Outsourcing S.A.S BIC began to be part of the history of the 195 line, one of the main channels of citizen attention of Bogotá. Today, we continue to accompany its evolution, integrating new technological capabilities to build more agile, efficient and close attention.
The 195 line has been consolidated as a fundamental channel to guide citizens on procedures, services and programs of district entities, evolving from a mainly telephone model to an ecosystem of care that integrates different channels and new technologies.
In the framework of the celebration of their 25 years, the Mayor’s Office of Bogotá brought together experiences from Colombia, Chile and Mexico to talk about the future of citizen care, innovation, trust, inclusion and the role that artificial intelligence is having in the transformation of public services.
From the traditional operation to the attention driven by AI
As part of this evolution, dipdig by outsourcing, Technological Outsourcing spin-off, has accompanied the General Secretariat of the Mayor’s Office of Bogotá in the incorporation of artificial intelligence, automation, self-management and analytics, complementing the knowledge and experience of human teams.
One of the main advances is Alex, voice agent with artificial intelligence, designed to interact with citizens through natural language, understand their requests and deliver responses based on institutional information.
The model combines technology and human talent: the queries that can be automatically managed are attended by the AI agent, while those that require analysis, validations or specialized support are transferred to the advisors.
The results show the impact of this transformation. According to official information from Bogotá, from the implementation of artificial intelligence on line 195, Call abandonment rate dropped from 7.9% to 2.26%, incorporating technologies such as automatic voice recognition and natural language processing.
Technology supported by operational experience
For outsourcing, the transformation of the 195 line represents much more than the incorporation of new tools. It is the result of combining 25 years of knowledge of the operation, human talent and technology applied to the real needs of citizens.
This experience was recognized in the CX Interaction Awards 2026, where the project was awarded the Bronze Recognition for the best technological contribution. In the framework of the celebration, John Santafé, General Manager of Outsourcing, shared this recognition with Adriana Vargas Tamayo, Undersecretary of Citizenship Service, as a result of joint work developed around the 195 line.
25 years transforming citizen attention
The evolution of the 195 line demonstrates how a large-scale care operation can be continuously transformed without losing sight of its purpose: Facilitate the relationship between citizenship and public entities.
25 years ago we started this path next to Bogotá. Today we continue to advance, incorporating artificial intelligence, automation and new digital capabilities that strengthen people’s work.
25 years connecting Bogotá with its citizens.
25 years evolving alongside the 195 line.