The City Council of Rubí offers the processing service by video call, which allows citizens to carry out procedures safely, without travel and with personalized attention.
Through this new channel, the Citizen Service Office contacts users by video call and provides them with information or them helps to carry out the procedure they need with all the legal and security guarantees.
The system allows the digital identification of the user and has a secure space in the cloud to exchange documents that guarantees the confidentiality of the shared information.
This service is documented in theDigiCanvis Observatory as a good practice of local administrations.
Com funciona?
To access the service, the user must request a prior appointment. In the email confirming the date of the appointment, you will also receive instructions for making the video call, as well as for downloading or handing over the necessary documentation.
On the day of the appointment, the OAC's management staff first validates the citizen's identity using the DNI. The submitted documentation is then checked and, if any document is missing, the user can take a photo with their mobile phone and upload it to the platform immediately. Then, the OAC's management staff fills in the application data and asks the user to agree to the content. Finally, the receipt for the procedure is generated and the user can download it from the platform.
The entire process is recorded, so that evidence is generated both of the identification process and of the user's will and compliance with the request he submits.
If the user has a digital certificate or idCAT Mobile, the service can be used to provide support in processing by electronic means.
From the Rubí City Council video call service, in addition to providing information and advice, the following procedures can be carried out:
- Registration in the Municipal Register of Inhabitants
- Registration in the Municipal Register of Inhabitants by birth
- Change of address in the registry in Rubí
- Discharge from the Municipal Register of Inhabitants due to change of residence abroad
- Modification of personal data in the Municipal Register of Inhabitants.
What advantages does the service bring?
- Efficiency and time saving. The service avoids travel and waiting time, and reduces the attention time for citizens by offering real-time support and dynamic interaction.
- Increase in online processing. It enables a large number of procedures not available in a telephone service, since the system allows the identification of the user and the exchange of documents.
- Accessible and inclusive. To access the service, it is enough to have a device or mobile phone with an Internet connection. It supports sign language and has support in multiple languages.
Rubí City Council has been offering the service since October 2020 and has been very well received by the public. In 2022, 162 appointments were arranged by video call, with an optimal rating in service satisfaction surveys: 9,3 out of 10 and 95% would repeat.
If you want to know the key aspects to implement this initiative, you can consult the fact sheet Attention and processing by video call.
DigiCanvis Observatory
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