- Electronic processing
The "Change bank account for creditors" procedure of e-TRAM 2.0 evolves to be more usable and practical
Video attention and video identification are two services promoted by the Secretariat of Telecommunications and Digital Transformation, through the General Directorate of Digital Services and Citizen Experience, which incorporate technological innovation in the digital services of the administration and at the same time contribute to sustainability and the fight against climate change.
Video attention is a new channel for the relationship with citizens that allows, through a video call, to speed up attention regarding procedures and inquiries. In this way, a personalized and easily accessible service is offered that eliminates travel and territorial borders.
The benefits of this new channel are:
-Saving travel, with the reduction in CO2 emissions that it implies.
- -Increase in the efficiency of care processes.
- - Support for citizens.
According to a test that consists of calculating the savings in CO2 emissions, for every 150 video attentions, 85,65 Kg of CO2 are saved if the journey is made by car, and 35,26KgCO2 if it is made by public transport.
The Generalitat de Catalunya has a system of video identification, which drives the AOC Consortium, to obtain idCAT Mobile without leaving home and in a simple way, from 2021. By means of a process of video identification of the identity document and the face, anyone can obtain the Mobile idCAT and start processing and making arrangements with the Generalitat.
In the two years that this service has been active, a total of 110.000 video identifications have been made and the intention is to enhance this system to make it easier for citizens to obtain the Mobile idCAT.
The system guarantees an inclusive digital identity, available to everyone. The ease of the application allows a wide group of citizens to access it. At the same time, registration with video identification increases the level of guarantees of the mobile idCAT registration and offers a substantial level of security.
The benefits of video identification are:
- It avoids travel, with the reduction of the environmental impact it implies.
- It increases the number of users due to the ease and speed of obtaining the Mobile idCAT.
- It guarantees an inclusive identity, available to all citizens (available to European and non-European citizens).
- Increases the level of guarantees of the mobile idCAT registration.
Both video attention and video identification are two projects that are part of the citizen attention model with the aim of modernizing attention services with a vision centered on citizens.
Active listening, accompaniment, integrated care and communication are key variables that help us put people at the center and improve their experience.