- Open administration
The use of digital services increases by 11%: balance of the AOC 2023
The Sindica has asked all the administrations of Catalonia to attend to the users of the attention and registration offices without limitations or subjections to obtaining a prior appointment. In this sense, he asks that the electronic way not be the only channel to obtain a prior appointment to access the public assistance offices and that other alternative channels (face-to-face, telephone, etc.) be enabled.
The Sindica considers that a prior appointment can be a preferred way of attending to people but not an absolute requirement. In addition, it proposes the enabling of accompanying and support mechanisms for people who voluntarily use the electronic way but have difficulties with the technologies.
The progressive digitization of the processes and actions of the Catalan administrations has become widespread since the outbreak of the pandemic. In that context of restrictions, the prior appointment became a mechanism to modulate personal attention.
Currently, it is no longer necessary to continue with the restrictions on attendance and that is why, although the prior appointment may be a preferred way of attending to people, it is necessary to rethink the application of this mechanism, to prevent the prior electronic appointment is an inexcusable requirement that compromises the right of people to access public assistance offices or the registry when they need it.
The syndic reminds that in accordance with Law 39/2015, of October 1, on the common administrative procedure of public administrations, natural persons, in general, are not obliged to relate to the administrations via electronics Therefore, the Administration must guarantee face-to-face care, at least, for this group. In addition, within this group there are vulnerable people due to their personal or social situation and elderly people, and the administrations must take special care of their rights. Otherwise, they can be seriously harmed because their access to services and benefits is hindered.
You can get more information at Resolution of the file AO-00164/2022 regarding the prior appointment as
requirement to be attended to by the Catalan administrations.