- Open administration
- Digital Government Congress
Digital Government Congress: the space for strategic connection between the administration and companies
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.
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 mobile idCAT, 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:
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.
It collects innovative initiatives and good practices (DigiCanvis) that have been successfully implemented in Catalan councils and that are a source of inspiration for the rest of the bodies.
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