The Agency for Integration, Migration and Asylum (AIMA) received the “2025 Digital Transformation Award”, in the “Effectiveness/Efficiency of Organizations” category. The information was released on the agency’s social networks, which is often criticized by immigrants for the difficulty of communication and the lack of efficient computerized systems, with persistent errors on the portals.
According to AIMA, the award was given to the “CLARA” project, which stands for AIMA Automatic Message Classification. Until then, the agency had not disclosed the existence of this software. According to the same statement, the new system is still in the implementation phase.
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“This project, based on Artificial Intelligence, is being implemented and will transform the way the Agency manages thousands of daily emails, eliminating duplications, automating responses and improving efficiency in interaction with citizens and entities“, explains the agency. The entity also highlights that “this distinction reinforces AIMA’s commitment to a more modern, agile and close to people Public Administration”.
Criticisms of AIMA’s systems are neither new nor isolated. The agency is one of the bodies with the most formal complaints on the Complaint Portal. In 2025, According to the analysis of situations reported by immigrants, administrative and technical problems account for 41.53% of complaints. These include procedural errors, failures in computer systems, problems with websites and documentation.
This is the category considered the most critical and comprehensive, as it directly affects the regularization and legal permanence of thousands of citizens in Portugal. You Problems are also highlighted in the Ombudsman’s Office reports.
amanda.lima@dn.pt
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